A Web Designer’s Perspective: How Hospitality Business Owners Should Respond to Bad Reviews in 2025
Reviews are everything: they can make or break any businesses reputation. When a customer is going to be consuming food or drink at your establishment, you especially want to make sure your reputation is a positive one. As a web designer who frequently eats out and therefore reads reviews (and integrates them into Squarespace websites!), I thoroughly understand their importance. But what happens if you get a bad review?
Here’s some guidance on how restaurant, bar or food brand owners should respond to bad reviews to maintain and even enhance their online reputation.
Firstly, don’t think that not responding is a better response. In most cases, engaging with reviews shows customers that you actually care about their experiences and are paying attention to their opinions. Secondly, responding demonstrates professionalism. Professionalism is attractive to prospective clients. And lastly, actively engaging with your reviews can contribute to better search engine rankings, making your spot more visible online.
So with that in mind, how can you respond to bad reviews?
Identify the issue Take a breath and read the bad review carefully. What is the reviewer actually dissatisfied with?
Be empathetic Once you have identified the issue, try to be empathetic. How would you feel if you had paid for an experience and experienced whatever it may be that they did?
Offer an apology Even if you don’t necessarily agree with the complaint, providing a genuine apology instantly deescalates a situation. It shows the reviewer you value them and their feedback too.
Take accountability If there was a mistake on your part, it’s best to admit it. Being transparent adds to the genuineness of your response. Remember, this is visible by future customers too. If it’s appropriate, briefly explain what went wrong, but avoid making excuses for what happened.
Offer a solution Now would be a good time to offer a way to make things right. This might be a discount, a free meal/drink/order 'on the house’ or even just an invitation to return so you can improve their experience next time. Also, be proactive in the action you will take. Instead of saying ‘I will address this’, try saying you ‘I have addressed this’.
Encourage direct communication This one might not always be appropriate. But if the complaint is slightly more serious, it may be best too communicate in a more private domain. Providing contact details for a trusted employee, manager or even you as the owner, encourages openness between you and the reviewer and contributes to an amicable solution.
Restaurant owner’s example response to a bad review
Review You get a bad review about your customer service accusing it of being slow and a server of being rude.
Response Thank you for providing feedback [insert customer’s name if you have it]. We’re disappointed to hear the service you experienced was not to a good standard. We apologise for this and can understand how frustrating this can be. We have addressed this with or hospitality staff. We’d love to have you again to show you that the top-notch quality we’re usually known for! Please reach out to us at [contact information] and we’ll look after you!"
When your hospitality company receives a bad review, you might think there’s nothing you can do about it. But actually, providing a thoughtful and gracious response can turn things around. By staying calm, taking accountability and proactively offering solutions, you’re showing not only the reviewer but the hundreds of readers that you value their feedback and handle complaints with professionalism. As a web designer who frequently eats out, and therefore regularly reads reviews, I can attest that gracious responses, not bad reviews, can positively impact the impression you leave your customers.
Has your restaurant or hospitality company got great reviews that you’d like to show off on your Squarespace website?
Get in touch here and we’ll help enhance your business’ reputation!
