How do you respond to a negative Google review?

Short answer

Respond quickly and calmly, thank the reviewer, acknowledge the specific problem, apologize where it's warranted, and move the detailed fix offline. Future customers read your reply as closely as the complaint — a measured response often does more good than the one-star did harm.

A reply that works

• Reply within a few hours to a day, while it still matters to the customer.
• Address them by name and thank them for taking the time to tell you.
• Name the specific issue they raised instead of using a generic template.
• Apologize sincerely and own the part that's yours — no excuses, no blaming.
• Offer one concrete next step and a direct way to reach you (name, phone, or email).
• Keep it short, stay professional, and never argue or share private details in public.

What to avoid

Don't get defensive, don't dispute the facts line by line, and don't post the customer's booking or account details to "prove" your side. If the review is fake or breaks Google's content policies, reply factually and flag it for removal rather than fighting it in the thread.