Information on the quality of accommodation services offered by hotels in various cities across the globe can now be handily acquired via travelers’ reviews posted on different travel websites like TripAdvisor, Orbitz, and Expedia. In particular negative comments can seriously affect the concerned hotels whose reputation and business are at stake. Hotel management thus needs to handle negative comments with an efficient reply, called review response genre in this inquiry, to attain service recovery. Using the rapport construct as analytical frame, this article especially centers on how the review response genre serves this communicative goal whilst replying to unjust negative comments. Hotel management appears to handle such comments with denials of the therein recorded difficulties and tries to improve rapport with the malcontent customers.