Free tool

Bad-review reply builder

The review isn’t really for the person who wrote it. It’s for the hundred future diners who’ll read how you responded. Answer three questions and post a reply that shows them composure.

Reviewer’s first nameYour emailThe one specific thing they’re right aboutAdmitting one concrete fault is the whole move. It reads as honest and disarms everyone watching. Vague non-apologies do the opposite.

Your public reply

“Hi [name], thank you for telling us, and I'm genuinely sorry. This isn't the experience we want anyone to have. You're right about [the specific thing]. I'd love to make it right if you'll let me. Would you email me directly at [email]? Either way, we're grateful you gave us a try.”

Before you hit post

Wait one hour. Never reply angry. The review will still be there after a coffee.
Never argue the facts in public, even when you’re right.
If you can reach them, quietly overdeliver in private: a refund, a redo, a note.
Ask three happy regulars for a review this week to bury it naturally.

Want the full thinking behind this formula? Read the play: “Someone left a bad review.”