How to reply to a bad review

Wait an hour. Then reply in public, under 70 words: thank them, own the part that's fair, don't argue the rest, and move the conversation offline with a phone number or email. You're writing for the next customer who reads it, not for the reviewer.

When the complaint is fair

Thanks for telling us, Jen. You're right that we arrived 40 minutes late, and we should have called ahead. That's not the standard we hold ourselves to. I'd like to make it right. Please call me at [number] and I'll take care of it personally. – Dave, owner

When you think the complaint is wrong

Thanks for the feedback, Mark. I'm sorry the visit didn't meet your expectations. I don't see a booking under your name, so I'd like to understand what happened. Could you reach me at [email]? I read every message myself.

When it's one star with no text

We're sorry we missed the mark. If you're willing to tell us what went wrong, call [number] or email [email]. We'd like the chance to fix it.

What to avoid

• Arguing details in public. Even if you win the argument, you lose the reader.
• Copy-paste replies on every review. Readers notice. Mention one specific thing.
• Customer details. Never post dates, addresses or what's in their file.
• Admitting legal fault if there's damage or injury involved. Say you want to fix it, not that you're liable.

Let AI draft it for the review in front of you

Paste this into the free version of ChatGPT or Claude. Read the answer once and change anything that doesn't sound like you.

Here is a review of my business: "[paste review]". Write a calm, professional public reply under 70 words. Thank them, acknowledge the problem without arguing, and invite them to contact me at [phone or email] to fix it. Don't admit legal fault.

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