How to reply to a 2-star review
A 2-star reviewer is often still open to coming back. The reply shows that the one thing that went wrong is taken seriously.
- Find the one problem the review is really about. It is often in the last line.
- Thank them for something specific they mentioned, then name the problem plainly and apologise for it.
- Say what you will look into, without promising a result you can't guarantee.
- Invite them back with something tied to what they said, such as booking with the same person or at a quieter time.
Two example replies
Written for this page from made-up reviews, to show the approach. Change every detail to match what really happened.
Good food, slow bill
Food was tasty but we waited ages for the bill and had to wave at three different waiters. Spoilt the evening.
Thank you for the kind words about the food, and sorry the evening ended like that. Having to wave down three people just to pay isn't how it should go. We're looking at how the team covers tables at the end of a busy night. Next time, tell whoever seats you, and they'll make sure the bill reaches you without the wait.
A haircut that missed the brief
Asked for a trim and came out with much shorter hair than I wanted. Stylist was friendly but didn't listen.
Thank you for saying the stylist was friendly, and we're sorry the cut wasn't what you asked for. A trim should be a trim. We'll talk with the team about checking the length with you before they start. If you'd like it shaped as it grows, call us and we'll book you in with time to talk it through first.
Replies for other ratings
How to reply to a 1-star review
How to reply to a 3-star review