Template · 2 stars
How to respond to a 2-star review
The reviews below are made up. Change names and details to match what really happened before you post anything. Draft one for your real review with the free generator.
Template.
[Name], I'm sorry [specific thing]. That's not the [visit/stay/appointment] we want anyone to have. [Optional: one line of what you've done]. I'd like to hear more: [first name, email or phone].
Write it for the reader, not the reviewer.
The reviewer has already decided how they feel. The ten people reading next haven't. They're checking whether you listen, whether you get defensive, and whether problems get fixed. Write the reply you'd want them to see.
Examples
Reviews and replies.
2-starOrder was wrong
Review (example)
Ordered the vegan bowl, got one with chicken. Staff fixed it but it took ages and no one apologised.
Example reply
I'm really sorry. Getting chicken in a vegan order is a serious miss, and you should have had an apology straight away. We've added a check at the pass for dietary orders. If you're up for it, email me at [email]. I'd like to make it right.
Why it works: Treats a dietary mistake as serious, names the fix, offers a direct line.
2-starRoom not as pictured
Review (example)
The room was much smaller than the photos online. Clean, but disappointing.
Example reply
Thank you for the honest review, and I'm sorry the room wasn't what you expected. You're right that our photos make the standard double look bigger, so we're reshooting them this month with sizes listed. Please contact me directly at [phone] if you'd like to talk.
Why it works: Accepts the point and fixes the root cause (the photos).
Questions
Common questions.
Should I offer a refund or discount in the reply?
Draft replies right on the review page.
The ReplyPlate Chrome extension writes a first draft; you read it and post it.