GuideGuest Communication

Answering a Complaint Before It Turns Into a Review

A complaint by email is an opportunity: the guest is giving you the chance to put things right before they write publicly.

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

The matching prompt in Prep List writes a reply in three steps, acknowledge, explain, offer a fix, plus a shorter variant and a guide in case you would rather call.

What you get

A reply of 80 to 150 words
A shorter variant
A guide in case we call

What the result looks like

Example for a neighbourhood bistro, shortened

Complaint: "We booked for 7pm and had to wait 25 minutes for our table. It was very disappointing for my mother's birthday." Reply: Dear Ms Taylor, I am so sorry, especially on such a special evening. Waiting 25 minutes despite a booking should not happen. A party before you stayed at their table much longer than planned, and we should have told you sooner and offered you something while you waited. We are now allowing more buffer time between group bookings. I would love to invite you and your mother back for a dessert and a glass of prosecco, so that the birthday still gets a happy ending. Kind regards Hannah Doyle

Prompt 355 in Prep List

A Complaint by Email

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.

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Good to know

Quick replies to complaints, within 24 hours, often prevent a public review. A phone call feels even more personal.

Reply within 24 hours. A quick reply often prevents a public review.
A phone call feels even more personal than an email, especially for older guests.
Only offer what you can really deliver, and be specific rather than just "a voucher".

Frequently asked questions

Do I always have to refund something after a complaint?

No. An honest apology and an explanation are often enough. An invitation or refund is worth it when something has really gone wrong.

What if the complaint is not true?

Stay friendly anyway, give your side of things factually and offer a conversation. Arguing by email almost always ends in a bad review.

Also worth reading

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