Guidance on responding to reviews; not a form.
- Download the DOCX for an editable Microsoft Word version you can email, print, or archive.
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Encouraging reviews
— Ask at the right moment (after a positive interaction)
— Make it easy (provide the link)
— Don't incentivise (no discounts for reviews)
— Don't require (let the customer choose what to write)
Responding to positive reviews
— Thank the customer by name
— Reference the specific service or event mentioned
— Be warm, not corporate
— Example: "Thank you, Sarah, for your kind words about Buddy's stay with us. We're so glad Buddy enjoyed the garden time and the socialisation with our other dogs. We look forward to seeing him again soon."
Responding to negative reviews
— Acknowledge the customer's experience
— Apologise for the inconvenience (even if you disagree)
— Move the conversation offline (provide phone/email)
— Do not argue in the public reply
— Do not reveal private details of the booking
— Do not threaten or intimidate the customer
— Example: "Thank you for your feedback. We're sorry to hear that your experience did not meet your expectations. We would like to discuss this with you directly. Please contact us at [phone] or [email]. We take all feedback seriously and would like the opportunity to make it right."
Handling fake or malicious reviews
— Most platforms have a process for reporting fake reviews
— Document the evidence (no booking record, no customer record, no payment record)
— Report to the platform
— If the review is defamatory, consider legal action
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