Ever had a negative Google review that made your stomach drop? Google reviews are the digital word of mouth for your travel business—public, powerful, and sometimes harsh.
But here’s the twist: A well-crafted response can actually turn a one-star review into a five-star customer service moment.
This guide shares tips on how to respond to a negative Google review effectively to help you win over future clients.
Let’s get started!
Why Responding to Negative Google Reviews Matters
Every review matters in the travel business, especially negative ones. In fact, 94% of consumers said a negative review convinced them to avoid a business. Ignoring them damages trust, but a thoughtful response shows you care about them.
If you respond professionally, it actually helps you boost customer retention and trust by 71%.
How to Respond to Bad Reviews on Google
Responding quickly to negative reviews shows that you stay on top of your game. Here’s how to respond to a negative Google review:
Stay Calm and Assess the Review
First, take a deep breath and assess it professionally. Do not panic, and most importantly, don’t get angry. Understand the customer’s perspective before responding.
Handling a negative review is like diffusing a tense customer service standoff—one wrong move, and things escalate.
Say you got this review:
“My stay was absolutely dreadful. The room was dirty, the air conditioning barely worked, and the staff seemed uninterested in addressing any concerns.”
Don’t say:
Dear Guest,
We’re surprised by your review, as complaints about our rooms and staff are rare. Our facilities meet high standards, and your experience seems to be an isolated case. For any issues, you should’ve informed the front desk.
- Management
Try to keep your response as empathetic and reassuring as possible. Apologize for any inconvenience caused, and make sure to address concerns with a professional tone.
Say:
Dear [Name],
I’m sorry your stay didn’t meet expectations. We sincerely apologize that your stay did not meet expectations. Customer satisfaction is our top priority, and we’d love the opportunity to make things right. Please reach out at [contact info]. Thank you; we’re committed to a better experience next time.
Warm regards,
[Name]
This response is more professional, sincere, and proactive.
Acknowledge the Customer’s Concern
Every negative review is a chance to build trust. Always show you care and express gratitude for the feedback. Personalized responses make it more genuine, which can turn negative feedback into an opportunity for connection. Just don’t dismiss how they felt.
Consider this review response template:
Dear [Customer Name],
Thank you for sharing your experience. I’m sorry your visit didn’t meet expectations, especially regarding [specific issue].
Your feedback matters to us, and we’re committed to making things right. We’ve sent you a private message to see how we can resolve this for you.
Warmly,
[Your Name]
Acknowledge the customer's experience and personalize it according to the situation.
Imagine leading a tour when rain delays the activities. Frustrated, one of your guests posts a negative review. You apologize sincerely, explain safety came first, and offer a discount.
Soon after, the guest updates her review with praise. Just like that, a thoughtful response turns a rough day into a lasting win. See how powerful a good reply can be?
Apologize for the Experience and Offer a Resolution
A well-timed apology can turn an upset customer into a loyal one, but over-apologizing weakens brand authority. Acknowledge concerns and offer a solution.
If a guest complains about a serious oversight (e.g., service failure, cleanliness complaints), say:
"I’m sorry for your experience and understand your frustration. We’re addressing your concerns and making improvements. Please contact me at [contact info] so I can ensure a better visit next time."
For minor issues (e.g., weather delays, wait times), acknowledge the inconvenience without over-apologizing.
"We regret the delay during your tour. Guest experience is our top priority, and we’re working on improving our scheduling. As a token of appreciation, we’d love to offer you a discount on your next booking."
Resolving issues builds trust and enhances brand credibility. You might even turn a negative review into a future recommendation!
Take the Conversation Offline
Handling upset customers can be challenging, but resolving their concerns without public disputes protects your brand’s reputation.
Add this to your reply:
"Please reach out to us directly at [contact info], and we’ll be happy to assist you further."
Then, explain the steps taken to improve service offline. This avoids the risk of drawing more attention.
Follow Up and Show Improvement
A well-handled follow-up isn’t about fixing the issue–it’s about the experience. In fact, 70% of the customer journey is based on how they’re treated. Follow up with the reviewer, like a direct email or a call, after the negative review.
Marriott sets the standard with 24/7 AI-powered support and human agents proactively following up on guest concerns. Their commitment to quick responses & post-resolution check-ins keeps them a top-rated hospitality brand.
Case Studies: How Businesses Successfully Handled Negative Reviews
Wondering how businesses turn negative reviews into trust-building moments? Here are some real-world case studies:
Bad Luxury Hotel Experience
Imagine this: You’re at a luxury hotel, but you did not meet your expectations.
That’s exactly what happened to one of Rosewood Hotels and Resorts’ guests.
Two years ago, a guest paid $900 per night at Rosewood San Miguel de Allende but found dirty rooms, no hot water, and a faulty jacuzzi, calling the stay overpriced and average.
In response, the hotel promptly apologized and invited the guest to discuss her concerns further via email.
The brief reply showed a willingness to address issues privately, which paved the way for improvements despite the negative review.
To maintain brand trust and loyalty, they also:
- Consistently respond to TripAdvisor, Booking.com, Expedia, and Google reviews
- Engage with guests on social media platforms
- Provide surveys and emails for customer feedback
- Conduct staff training to interact with guests professionally
All of these helped them build a good reputation online. Despite some bad reviews, they maintained a Google review rating of 4.7/5 stars. All thanks to good customer service.
Broken Airline Backseat TV
Social media can make or break your reputation—one viral complaint can reach thousands in minutes.
In a post by Esaí Vélez on X, he mentioned how he had a broken backseat TV for the whole duration of his flight.
JetBlue Airways swiftly addressed passengers' concerns, proving that quick solutions earn customer trust.
As long as you can provide a solution to their problem, it’s gonna give you plus points.
How to Spot and Handle Fake Negative Reviews
Fake negative reviews can hurt your business, often from competitors. Here are things to look out for:
- Generic, repetitive, or vague with no details
- Suspicious reviewer profiles
- A sudden spike in negative reviews
- Lack of transaction evidence
If you have fake reviews in GoogleMyBusiness, you can:
- Screenshot suspicious reviews, noting profiles, dates, and patterns.
- Click “Flag as inappropriate” to report fraud.
- Monitor for updates. If not removed, contact support with your evidence.
In 2021, Ritz-Carlton Lake Tahoe suddenly got a lot of negative reviews about poor service, weak cleaning, and overpriced rooms.
But it turns out they were fake. They deleted these and explained what happened, protecting their brand's credibility.
Best Practices for Managing Online Reviews Proactively
Proactive reputation management means that you mitigate potential damage to the brand reputation beforehand. Here’s how:
- Monitor Google reviews regularly.
- Encourage happy guests to post positive reviews.
- Respond promptly with professionalism–positive or negative.
- Flag suspicious reviews to protect your brand.
- Improve the service based on customer feedback.
Remember: Train your team to handle feedback professionally. The key is to maximize reviews to your advantage.
Key Takeaways
- Respond quickly and empathetically to turn negative reviews into customer wins.
- Take conversations offline to protect your reputation.
- Use tools to manage reviews and boost your bookings.
Frequently Asked Questions
Can I Delete a Negative Google Review?
Yes, but it won’t be removed instantly. To do so, flag the review as inappropriate. Justify your reason and Google will decide whether to remove it or not.
Is It Okay to Ignore a One-Star Review?
No. Ignoring negative reviews signals you don't care about feedback, which can hurt your reputation.
Should I Respond to Every Negative Review?
Yes, you should respond to every negative review. Responding shows you value feedback and demonstrates your commitment to resolving issues.
Table of contents
Ever had a negative Google review that made your stomach drop? Google reviews are the digital word of mouth for your travel business—public, powerful, and sometimes harsh.
But here’s the twist: A well-crafted response can actually turn a one-star review into a five-star customer service moment.
This guide shares tips on how to respond to a negative Google review effectively to help you win over future clients.
Let’s get started!
Why Responding to Negative Google Reviews Matters
Every review matters in the travel business, especially negative ones. In fact, 94% of consumers said a negative review convinced them to avoid a business. Ignoring them damages trust, but a thoughtful response shows you care about them.
If you respond professionally, it actually helps you boost customer retention and trust by 71%.
How to Respond to Bad Reviews on Google
Responding quickly to negative reviews shows that you stay on top of your game. Here’s how to respond to a negative Google review:
Stay Calm and Assess the Review
First, take a deep breath and assess it professionally. Do not panic, and most importantly, don’t get angry. Understand the customer’s perspective before responding.
Handling a negative review is like diffusing a tense customer service standoff—one wrong move, and things escalate.
Say you got this review:
“My stay was absolutely dreadful. The room was dirty, the air conditioning barely worked, and the staff seemed uninterested in addressing any concerns.”
Don’t say:
Dear Guest,
We’re surprised by your review, as complaints about our rooms and staff are rare. Our facilities meet high standards, and your experience seems to be an isolated case. For any issues, you should’ve informed the front desk.
- Management
Try to keep your response as empathetic and reassuring as possible. Apologize for any inconvenience caused, and make sure to address concerns with a professional tone.
Say:
Dear [Name],
I’m sorry your stay didn’t meet expectations. We sincerely apologize that your stay did not meet expectations. Customer satisfaction is our top priority, and we’d love the opportunity to make things right. Please reach out at [contact info]. Thank you; we’re committed to a better experience next time.
Warm regards,
[Name]
This response is more professional, sincere, and proactive.
Acknowledge the Customer’s Concern
Every negative review is a chance to build trust. Always show you care and express gratitude for the feedback. Personalized responses make it more genuine, which can turn negative feedback into an opportunity for connection. Just don’t dismiss how they felt.
Consider this review response template:
Dear [Customer Name],
Thank you for sharing your experience. I’m sorry your visit didn’t meet expectations, especially regarding [specific issue].
Your feedback matters to us, and we’re committed to making things right. We’ve sent you a private message to see how we can resolve this for you.
Warmly,
[Your Name]
Acknowledge the customer's experience and personalize it according to the situation.
Imagine leading a tour when rain delays the activities. Frustrated, one of your guests posts a negative review. You apologize sincerely, explain safety came first, and offer a discount.
Soon after, the guest updates her review with praise. Just like that, a thoughtful response turns a rough day into a lasting win. See how powerful a good reply can be?
Apologize for the Experience and Offer a Resolution
A well-timed apology can turn an upset customer into a loyal one, but over-apologizing weakens brand authority. Acknowledge concerns and offer a solution.
If a guest complains about a serious oversight (e.g., service failure, cleanliness complaints), say:
"I’m sorry for your experience and understand your frustration. We’re addressing your concerns and making improvements. Please contact me at [contact info] so I can ensure a better visit next time."
For minor issues (e.g., weather delays, wait times), acknowledge the inconvenience without over-apologizing.
"We regret the delay during your tour. Guest experience is our top priority, and we’re working on improving our scheduling. As a token of appreciation, we’d love to offer you a discount on your next booking."
Resolving issues builds trust and enhances brand credibility. You might even turn a negative review into a future recommendation!
Take the Conversation Offline
Handling upset customers can be challenging, but resolving their concerns without public disputes protects your brand’s reputation.
Add this to your reply:
"Please reach out to us directly at [contact info], and we’ll be happy to assist you further."
Then, explain the steps taken to improve service offline. This avoids the risk of drawing more attention.
Follow Up and Show Improvement
A well-handled follow-up isn’t about fixing the issue–it’s about the experience. In fact, 70% of the customer journey is based on how they’re treated. Follow up with the reviewer, like a direct email or a call, after the negative review.
Marriott sets the standard with 24/7 AI-powered support and human agents proactively following up on guest concerns. Their commitment to quick responses & post-resolution check-ins keeps them a top-rated hospitality brand.
Case Studies: How Businesses Successfully Handled Negative Reviews
Wondering how businesses turn negative reviews into trust-building moments? Here are some real-world case studies:
Bad Luxury Hotel Experience
Imagine this: You’re at a luxury hotel, but you did not meet your expectations.
That’s exactly what happened to one of Rosewood Hotels and Resorts’ guests.
Two years ago, a guest paid $900 per night at Rosewood San Miguel de Allende but found dirty rooms, no hot water, and a faulty jacuzzi, calling the stay overpriced and average.
In response, the hotel promptly apologized and invited the guest to discuss her concerns further via email.
The brief reply showed a willingness to address issues privately, which paved the way for improvements despite the negative review.
To maintain brand trust and loyalty, they also:
- Consistently respond to TripAdvisor, Booking.com, Expedia, and Google reviews
- Engage with guests on social media platforms
- Provide surveys and emails for customer feedback
- Conduct staff training to interact with guests professionally
All of these helped them build a good reputation online. Despite some bad reviews, they maintained a Google review rating of 4.7/5 stars. All thanks to good customer service.
Broken Airline Backseat TV
Social media can make or break your reputation—one viral complaint can reach thousands in minutes.
In a post by Esaí Vélez on X, he mentioned how he had a broken backseat TV for the whole duration of his flight.
JetBlue Airways swiftly addressed passengers' concerns, proving that quick solutions earn customer trust.
As long as you can provide a solution to their problem, it’s gonna give you plus points.
How to Spot and Handle Fake Negative Reviews
Fake negative reviews can hurt your business, often from competitors. Here are things to look out for:
- Generic, repetitive, or vague with no details
- Suspicious reviewer profiles
- A sudden spike in negative reviews
- Lack of transaction evidence
If you have fake reviews in GoogleMyBusiness, you can:
- Screenshot suspicious reviews, noting profiles, dates, and patterns.
- Click “Flag as inappropriate” to report fraud.
- Monitor for updates. If not removed, contact support with your evidence.
In 2021, Ritz-Carlton Lake Tahoe suddenly got a lot of negative reviews about poor service, weak cleaning, and overpriced rooms.
But it turns out they were fake. They deleted these and explained what happened, protecting their brand's credibility.
Best Practices for Managing Online Reviews Proactively
Proactive reputation management means that you mitigate potential damage to the brand reputation beforehand. Here’s how:
- Monitor Google reviews regularly.
- Encourage happy guests to post positive reviews.
- Respond promptly with professionalism–positive or negative.
- Flag suspicious reviews to protect your brand.
- Improve the service based on customer feedback.
Remember: Train your team to handle feedback professionally. The key is to maximize reviews to your advantage.
Key Takeaways
- Respond quickly and empathetically to turn negative reviews into customer wins.
- Take conversations offline to protect your reputation.
- Use tools to manage reviews and boost your bookings.
Frequently Asked Questions
Can I Delete a Negative Google Review?
Yes, but it won’t be removed instantly. To do so, flag the review as inappropriate. Justify your reason and Google will decide whether to remove it or not.
Is It Okay to Ignore a One-Star Review?
No. Ignoring negative reviews signals you don't care about feedback, which can hurt your reputation.
Should I Respond to Every Negative Review?
Yes, you should respond to every negative review. Responding shows you value feedback and demonstrates your commitment to resolving issues.
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