GuideGoogle & Reviews

Responding to a Negative Review Without Getting Defensive

A bad review stings. But your reply is read by more than the guest who wrote it. It is read by everyone deciding whether to book a table with you, and they want to see that someone listens and changes things.

Works with ChatGPT, Claude and Gemini, including the free versions.

The matching prompt in Prep List writes a calm reply in three steps: acknowledge the criticism, explain briefly, say what is changing. You also get a shorter version and a message for a personal conversation.

What you get

A reply of 50 to 100 words
A shorter version
A message for a personal conversation if we can reach the guest

What the result looks like

Example for a neighbourhood bistro, shortened

Review (2 stars): "Waited over an hour for our food and nobody apologised." Reply: Dear Mr Hughes, you are right: an hour is too long, and the fact that nobody came to your table to explain is what bothers us most. Two chefs called in sick at short notice that Saturday. That is an explanation, not an excuse. From now on we will tell guests when they order if there is going to be a delay. We would love the chance to show you how an evening with us usually goes, so please get in touch with me directly. Hannah Doyle, The Copper Pot

Prompt 202 in Prep List

Reply to Fair Criticism

In the app

The ready-made prompt is part of Prep List.

Already tailored to your restaurant, together with 499 more for reviews, menu, team, Instagram and events.

Get Prep List

Good to know

A good reply to criticism can build more trust than a five-star review. Guests want to see that someone is listening and changing things.

Reply within a day or two, but never in the first flash of anger. Sleeping on it helps.
Never share details about the guest in public, such as what they ordered or drank.
An invitation is better offered in a private conversation than in the public reply.

Frequently asked questions

Should I reply to every bad review?

Yes, to every genuine one. Unanswered criticism looks to new guests as if you do not care. For abusive or clearly false reviews, see our guide to responding to unfair reviews.

How long should the reply be?

50 to 100 words is almost always enough. Longer replies quickly start to sound like excuses.

Also worth reading

Google & ReviewsAnswering an Unfair Review Calmly, or Reporting It Google & ReviewsSaying Thank You for Five Stars Without "We Appreciate Your Feedback"Google & ReviewsGetting More Google Reviews, Politely and Within the Rules