Example Responses to Negative Reviews

Hi {Reviewer Name}

We are terribly sorry to learn that we have let you down.  Your constructive criticism will allow us the opportunity to improve and do better.  We sincerely appreciate you bringing this to our attention.  We are always looking for ways to improve.  Please email {company email} and allow us the opportunity to make things right by you.  We appreciate your time and do hope that you will reach out to us soon.

Hi {Reviewer Name}

While I totally agree that the situation is quite frustrating, we believe that this issue was an isolated incident.  We would appreciate the opportunity at a second chance.  Please contact {company email} and allow us the opportunity to book your next reservation.  This will ensure that we take all the necessary steps at providing you with the 5-star experience we are known for.

Hi {Reviewer Name}

We are sorry to hear of your disappointment on your recent {order / visit}. Please email {company email} with your contact information so that we have the opportunity to address your review. We value your business.

Dear {Reviewer Name}

We are sorry to hear of your disappointment on your recent order.  Please email {company email} with your contact information so that we have the opportunity to address your review.  We value your business.

Dear {Reviewer Name}

We are truly sorry about your recent experience at {location name}.  Please reach out to {company email} with your contact information so that we have the opportunity to gather the information needed to further assist you.  We value our customers and stand behind our work and would like the opportunity to make things right for you.  We look forward to hearing from you.