How to Respond to a 1-Star Review Without Making It Worse
- Medareview
- Nov 7, 2025
- 1 min read
Updated: Nov 9, 2025
One harsh review can feel personal — and public. The goal isn’t to “win” the argument; it’s to de-escalate, show other readers you care, and move the conversation offline. Here’s a practical playbook we use across hospitality, retail and services brands to turn a bad moment into a better outcome.
The Objectives Of A Good Reply
Acknowledge the experience without admitting legal liability
Show a specific action or next step
Move to a private channel for resolution
Signal standards to future readers
The Four-Part Structure
Thank & name: “Thanks for flagging this, Jordan.”
Empathise & standard: “That wait time isn’t what we aim for.”
Action you’ve taken: “We’ve added a second POS for peak hours.”
Invite offline resolution: “Please email me at manager@… so we can make this right.”
Phrases that help (and what to avoid)
Use: “I can see why that was frustrating.” / “I’ve raised this with our duty manager.”
Avoid: “Calm down.” / “As we explained already…” / sarcasm or blame.
Template You Can Adapt
Hi [Name], thanks for taking the time to share this. What you described isn’t the standard we aim for. I’ve already [specific action]. If you’re open to it, please contact me at [direct contact] so we can make this right for you. — [Name], [Role]
When To Escalate
Safety or discrimination
Potential media interest
Patterns across multiple reviewsCreate an internal tag and alert path for these.
Close The Loop
After resolving, post a brief public follow-up if appropriate: “Thanks again, [Name] — glad we could connect and sort this out.”
Want brand-matched replies for tough reviews?
Comments