Guide

How to respond to a negative Google review

A negative review hurts, but a good reply can work in your favour: whoever reads it will see how your business reacts when something goes wrong.

These are the steps for replying without making things worse, with examples by type of complaint.

Before you reply

Do not reply in the heat of the moment. Let a few hours pass if the review has upset you.
Check what happened: talk to the team and look at the booking, the receipt or the order if you can.
Separate the specific complaint (the wait, the service, the price) from the tone of the review.

How to write the reply

Thank them for taking the time to write.
Acknowledge the specific problem and apologise for it, without long excuses.
Briefly explain what you are going to change, if you already know.
Offer a private channel (email or phone) to sort it out, rather than continuing the conversation in public.
Sign with the name of someone on the team.

Examples by type of complaint

“The food was fine, but the mains took almost an hour to arrive.”

Example replyYou're right: an hour is far too long and we're sorry. We had a problem in the kitchen that day, but that is no excuse. If you write to us at hello@yourbusiness.com, we'd like to make it up to you. — Marta

“Expensive for what it is. The portions are small.”

Example replyThank you for telling us. We are reviewing the portions on the menu and your comment helps. We hope to win you over on another visit. — Marta

“The waiter was quite rude when we asked to change tables.”

Example replyWe're very sorry about how that made you feel; it is not the service we want to give. We have talked it over with the team. If you'd like to tell us more, write to us at hello@yourbusiness.com. — Marta

When not to simply reply

Some reviews deserve a careful look before you answer: threats, insults, mentions of lawyers or legal action, or health information. In those cases, consider getting advice and, if the review breaks Google's rules, you can report it from your Business Profile.

If the review is fake (someone who was never a customer), reply calmly saying you cannot find their visit and inviting them to get in touch, and report it to Google.

Frequently asked questions

Can a negative Google review be deleted?

You cannot delete it yourself. You can report it to Google if it breaks their rules (spam, offensive content, conflict of interest…), and Google decides whether to remove it.

Is it better not to reply to negative reviews?

Usually not. Criticism left unanswered gives the impression that the business does not care. A polite, specific reply usually makes a better impression than the complaint itself.