How to Respond to Negative Google Reviews (With Examples)
Negative reviews hurt. A single 1-star review can drop your average rating and cost you potential customers who never walk through the door. But how you respond matters more than the review itself.
Research shows that 45% of consumers say they're more likely to visit a business that responds to negative reviews. The response is your chance to show prospective customers that you care, take accountability, and fix problems.
Here's how to write responses that actually help your business.
Rule 1: Respond Within 24 Hours
Speed matters. A fast response shows the reviewer (and everyone reading) that you take feedback seriously. Waiting days or weeks sends the opposite message.
If you're managing reviews manually, this is one of the hardest parts. You have to check Google Business Profile daily, draft a thoughtful reply, and post it — all while running your business.
This is exactly why tools like FiveReply exist. AI generates a draft reply within seconds of a new review, so you just review and click send.
Rule 2: Acknowledge and Apologize (Even If You Disagree)
Never argue with a reviewer publicly. Even if the complaint is unfair, your response is really for the hundreds of potential customers who will read it.
Bad response: "That's not true. Our service is excellent and we have hundreds of happy customers."
Good response: "We're sorry your experience didn't meet expectations. That's not the standard we aim for, and we'd like to make it right."
The good response shows empathy and professionalism. It doesn't admit fault for something specific — it simply acknowledges the customer's feelings.
Rule 3: Take It Offline
Public review threads are not the place to resolve disputes. Offer a direct way to continue the conversation.
Example: "We'd love to hear more about what happened so we can improve. Please reach out to us at [phone/email] and ask for [name]. We'll make sure this gets proper attention."
This shows you're serious about fixing the issue. It also moves the conversation away from your public profile.
Rule 4: Be Specific to the Complaint
Generic responses like "Thanks for your feedback" feel robotic and insincere. Reference the specific issue they raised.
If a restaurant reviewer complains about wait times: "We understand how frustrating long wait times can be, especially when you're hungry. We've recently adjusted our staffing during peak hours to reduce waits."
If a dental patient complains about pain during a procedure: "We're sorry you experienced discomfort. Patient comfort is our top priority, and we'd like to discuss alternative approaches for your future visits."
Rule 5: Show What You've Changed
The most powerful thing you can do in a review response is demonstrate that you actually fixed the problem. Future customers reading your response will see a business that listens and improves.
Example: "Since your visit, we've retrained our front desk team on customer communication and added a new check-in process to reduce confusion. We hope you'll give us another chance to show you the experience we're known for."
What If the Review Is Fake?
Fake reviews happen. If you believe a review is fake:
Automating Review Responses
Responding to every review manually takes time most business owners don't have. AI-powered tools can generate personalized, professional responses in seconds — matching the tone, language, and specifics of each review.
FiveReply generates AI draft replies for every Google review automatically. The AI detects the reviewer's language (English, Spanish, Korean, French — over 50 languages), writes a contextual response, and lets you approve it with one click. You stay in control, but the heavy lifting is done for you.
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