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Getting a negative review stings. But knowing how to respond to negative restaurant reviews, and even turning critics into fans is an art every restaurant needs to master.
Why?
Because online reviews hold a major influence over dining decisions today. A whopping 94% of diners reference online reviews to help them decide where to eat. And 94% of consumers said a negative review convinced them to avoid a business altogether.
That can put a major dent in revenue.
Negative reviews also impact SEO and brand reputation. It can lower search rankings, as reviews are a significant local SEO factor. And bad reviews spread quickly, hindering brand image.
But there’s a silver lining: 88% of consumers are likely to still order from a business if it replies to all reviews (both positive and negative). Responding shows you value feedback and care about the customer experience.
This guide will uncover tips, templates, and examples to diplomatically respond to bad reviews, recover patron faith, and strengthen your online reputation.
In our 20 years of working with 4000+ restaurants, we’ve seen it all. From 1-star Yelp rants to nasty Instagram callouts.
But time and time again, we’ve watched owners take control and often turn bad reviews into positive outcomes by implementing strategic responses.
How? By following these tried-and-true tips…
It’s only human to feel defensive when your hard work gets slammed. But at the end of the day, reviews reflect customers’ experiences, not attacks on your character.
Instead of fuming, take a breather. Then respond professionally. Lashing out angrily often makes things worse. If a conversation gets heated, politely disengage. You likely won’t change their mind once emotions are running high.
The stats speak for themselves: 83% of individuals care more about businesses that respond to and resolve their complaints.
When negative feedback pops up, address it ASAP. Ideally within 48 hours, but no later than 72 hours.
Quick responses show you care and are on top of comments. Plus, they limit review damage by getting your side of the story out there.
Check out our guide to today’s top restaurant review sites for a better understanding of where to keep tabs on feedback.
Even for complaints you disagree with, lead with an apology. Getting poor service or food ruins a meal. Saying sorry shows empathy and concern.
Force yourself to take the high road, even if you feel wrongfully accused. Because making things right matters more than “winning” an argument.
Start with “I sincerely apologize that…” or “I’m very sorry to hear that…”
Simply apologizing works!
Generic “thanks for your feedback” replies don’t cut it. The best responses get personal by:
Giving specific reassurances tailored to complaints shows you take feedback seriously. And follows through on promises to make things right.
While personalizing replies, stay true to your brand voice.
Quirky gastropub? Keep responses fun-loving. Fine dining spot? Remain professionally polished.
Your brand personality shines through across channels like decor, menus, and uniforms.
Responses should be no different. Customers relate to coherent brand identities.
However, make sure to tweak your exact responses based on the platform and its audience in which the negative review was dropped.
Enroll in our live weekly webinars and one-on-one coaching to better understand concepts of USPs and branding.
Closing responses on a positive note leaves a good final impression. Gently highlight areas the reviewer enjoyed:
“Thanks again for celebrating your anniversary with us Amanda. We’re thrilled you enjoyed our signature Moscow Mules and tiramisu.”
No positives to point out? No problem. Politely reinforce your solid reputation:
“I apologize again for the subpar experience. Here at Garden Grill, we pride ourselves on using only the freshest local produce. We clearly fell short of expectations this visit but hope you’ll give us another try.”
The bottom line? Put guests first, stay constructive, back claims with action, and remind diners of your strengths. Rinse and repeat, and negative reviews transform into 5-star word of mouth.
Show some gratitude and reviewers often soften their tone. Polite management responses defuse anger.
So kill ‘em with kindness!
Thank the customer for taking the time to provide feedback. This shows you appreciate them bringing issues to your attention so you can assess and make needed changes.
Follow the expression of thanks with a sincere apology admitting fault for their unsatisfactory experience. Do not get defensive even if you feel their critique was unjustified. Lead with humility and focus solely on the guest’s perspective.
If a negative review contains clearly incorrect factual statements, politely correct the record while avoiding an argumentative tone. For example, if someone claims your restaurant lacks vegetarian options when you prominently feature them, politely inform them of dishes meeting that dietary need.
Or if someone says it took 45 minutes to get their check, calmly note you run payment reports showing 98% of checks arrive in under 10 minutes.
You get the gist!
The key is addressing errors constructively, not confrontationally. You’re not calling the reviewer a liar – just clarifying the truth.
Provide evidence backing your corrections through photos of signage or menu listings.
Once they have the right info, coated with sincerity, unreasonable customers often calm down.
Depending on the situation, extend an olive branch – maybe a coupon, discount, or free dessert. The goal is to recover their faith and show you value them.
For minor issues like incorrect orders or long wait times, offer a percentage discount code for their next visit. If the experience was particularly unpleasant as described, provide a full refund or comped meal during their return.
The goal is recovering the person’s faith that you value their business and satisfying their complaint to boost your image.
Why does it even matter?
Because even a one-star increase in a restaurant’s Yelp rating can lead to a 5-9% increase in revenue.
So put your money where your mouth is.
The public response is only step one. Follow up the review reply by contacting the customer directly for a personalized exchange.
This conversation allows you to gather more details on what exactly went wrong from their perspective.
It also enables clarifying any confusion in a discreet manner versus prolonged public exchanges. You can then formulate detailed actions to win back their trust.
If the previous efforts fail to appease an unhappy reviewer, provide your direct phone number or email address to continue the dialogue offline. Make it clear you wish to resolve their complaint through personal contact versus social media debates.
Discussing in real-time often reveals subtle nuances impossible to decipher online, while extended face-to-face interactions utilize body language and tone.
Should all else fail, offer them contact information for your ownership/corporate office to air remaining grievances.
The final step is the sweetest: inviting unsatisfied customers to give you another chance. One bad experience shouldn’t end the relationship!
Craft a thoughtful message highlighting improvements you’ve made since their visit. Outline any staff training initiatives or quality control measures put into action. If you’ve upgraded amenities like seating, decor, or bathrooms, highlight those too.
Then offer a special VIP experience as an incentive to return.
Maybe that’s a complimentary bottle of wine, a free dessert trio, or reserved outdoor patio seating.
Make it personal too! If possible, have a manager deliver the invite and host them upon their return. They’ll feel like celebs, not outcasts.
Second-chance offers have a better success rate of transforming detractors into brand devotees. It takes some work, but delivering memorable service recovery is worth the effort!
Our holistic marketing and coaching solutions can help you turn critics into brand advocates.
Responding to negative reviews can be tricky, but having template responses ready can help you address issues promptly and empathetically. Here are 5 templates to help you get started:
We’re very sorry to hear you were disappointed with the [food item] you had during your recent visit. Providing high-quality, delicious food is our top priority at [Restaurant Name], so we take feedback about taste, temperature, and presentation very seriously.
We carefully monitor food quality and preparation in our kitchen, but it’s clear we missed the mark for you this time. We appreciate you bringing this to our attention – it will help us identify areas for improvement.
Please accept our sincere apologies, and we hope you’ll give us another chance to deliver the positive experience you deserve. Just let [manager name] know when you’re coming in, and your [food item] is on us!
Thank you for your feedback about your service experience at [Restaurant Name]. Providing first-class service is essential to us, so we were disappointed to hear we fell short during your recent visit. You took time out of your day to dine with us, and you deserve to feel welcomed, valued, and taken care of.
We’re actively looking into the issues you described around [slow service, rude staff, miscommunication, etc] and will be working with our team on improving these areas. We know we weren’t at our best, but we promise we are taking steps to get better.
Please let us make things right – reach out anytime to [manager name] and we’d be happy to discuss a return, that’s on us. We hope you’ll give us another chance to impress you!
Thank you for bringing this issue to our attention. Maintaining high standards of cleanliness and sanitation is extremely important to us at [Restaurant Name]. We sincerely apologize that we failed to meet those standards during your recent visit.
Please know that we are taking proactive steps to address the [hygiene, sanitation, etc] concerns you described in your review. Our facilities undergo rigorous daily cleanings, but it’s clear we need to be even more meticulous – you deserve nothing less when dining with us.
We value your feedback, as it will help us improve. We hope you’ll give us the opportunity to demonstrate our commitment to a clean, comfortable dining experience by accepting a [the type of resolution with details, such as a 10% discount, a free dessert, or a complimentary meal, etc].
Reach out anytime to [manager name] to schedule your return visit.
Thank you for your feedback. We aim to provide exceptional food and service at a fair price, so if you felt our offerings were not a good value, we clearly have more work to do.We never want you to feel surprised or unhappy with any charges when dining at {Restaurant Name}.
I want to personally look into your experience to understand where the expectations and reality did not align.
Please reach out directly to [manager name] at your convenience, and we will find a time to discuss your visit. It would be our pleasure to have you back in our restaurant to see if we can exceed your expectations during your next visit.
Please let me know if there is any way we can make this right.
Thank you for taking the time to share your experience with us. We sincerely apologize for the excessive wait time you encountered during your visit. We never want guests to feel rushed or have their dining experience diminished due to long waits or reservation problems.
Our goal is to provide exceptional service to every guest, but it’s clear we dropped the ball with managing wait times on the day of your visit. You have our commitment that we are working hard to improve in this area through better staff training and scheduling adjustments.
We value your feedback and hope you’ll give us another chance to provide you with the prompt, seamless service you deserve.
Please reach back out to [manager name] directly to arrange a return visit – we’d love to host you again soon to show our appreciation.
Negative feedback can be disheartening, but addressing it with professionalism and grace can turn a potentially damaging situation into an opportunity for growth.
So, if you’re looking for some serious inspiration for how to respond to negative restaurant reviews, here are five real-life examples that showcase effective strategies:
The customer expressed dissatisfaction with their meal, citing it was not prepared as requested and lacked flavor.
They felt their concerns were dismissed by the staff, leading to a negative dining experience and a desire for improved service and food quality.
The restaurant’s response immediately acknowledged the customer’s feelings, offered a sincere apology, and invited them to return for a complimentary meal.
This approach not only addresses the issue but also demonstrates a commitment to customer satisfaction, fostering loyalty and trust.
The customer’s issue revolves around extremely poor service at a high-end restaurant. They experienced long waits, inattentive staff, and subpar food quality during a three-hour dinner that should have been much shorter.
The duck dish was particularly disappointing, being lukewarm with non-crispy skin.
The restaurant’s response is exemplary in its professional yet empathetic approach. It acknowledges the customer’s feedback, expresses genuine regret, and offers a concrete step to address the concerns.
Also, notice how they move the conversation to a more private channel?
By providing a direct contact method and promising follow-up, the restaurant defuses the tense situation and demonstrates a commitment to improving guest experiences.
Brandy Delp visited the restaurant and found the food too salty, which is problematic due to her heart condition. She paid $52 but couldn’t enjoy her meal. The atmosphere was also uncomfortable due to the heat, making it difficult to breathe.
Bull Babies’ response is a masterclass in customer service. They apologized sincerely, offered to make it right, and explained their willingness to accommodate dietary needs. The owner also provided context about the restaurant’s challenges with heat, showing transparency.
This blend of empathy, problem-solving, and honesty creates a positive impression, potentially turning a negative experience into a future loyal customer.
Cindy Yearick, a fan of cheesesteaks from PA, was disappointed with her visit. She found the boardwalk fries overly salty and inedible.
Though the cheesesteak was delicious, it made her sick, causing digestive issues. She humorously noted the high cost of the meal, including a metaphorical expense for toilet paper.
Carnival Cafe expressed genuine surprise and concern, emphasizing their commitment to quality and freshness.
Offering a full refund and providing contact details shows their dedication to resolving issues and retaining customers. Their friendly, professional tone invites Cindy back, turning a negative into a potential positive.
The customer’s disappointment stems from a subpar brunch experience at Buster’s. They encountered watered-down drinks, raw eggs, microwaved meat, and stale biscuits. Despite the packed venue, the food quality fell short, leading to a scathing review and a warning to potential diners.
What we like about the response is that the owner, Robbie, acknowledges the criticism head-on, expressing genuine concern and a willingness to improve. His personal touch, offering direct contact and a chance to make things right, shows commitment to customer satisfaction.
This approach transforms a negative review into an opportunity for growth and relationship-building, potentially winning back the customer’s trust and improving the restaurant’s reputation.
Negative reviews can feel harsh, but wise restaurateurs view them as opportunities for improvement. By taking the time to address issues raised and making thoughtful changes, you can turn negatives into positives.
Moreover, with the right digital marketing strategies, you can also encourage more supportive reviews to boost your overall reputation.
Together, caring customer service and compelling restaurant marketing create lasting positive impressions that outweigh the occasional negative review.
So, if you want holistic marketing solutions to help restaurants manage reviews and serve customers better, consider partnering with the experts at Restaurant Growth.
Respond calmly and professionally, thanking the reviewer for their feedback. Apologize for their poor experience and address their specific concerns. Provide contact info for further discussion. Responding to negative restaurant reviews can show you value customer feedback and are committed to improvement.
Ignoring bad reviews can make your restaurant appear uncaring or oblivious to customer concerns. Learning how to respond to bad restaurant reviews can help protect your reputation and show your commitment to customer satisfaction.
After responding to a negative review, analyze the feedback objectively. Identify areas for improvement in food, service, or ambiance. Train staff on addressing common complaints and enhancing customer experience.
Implement changes and monitor progress. Continuously seek customer feedback to stay ahead of issues. Knowing how to respond to negative reviews for your restaurant can be the first step towards positive change.
Yes, responding to negative reviews can show you care about customer experiences and are committed to improvement. It can demonstrate your responsiveness, accountability, and dedication to customer satisfaction.
Use reputation management tools or services that aggregate reviews from multiple platforms. Set up alerts for new reviews to respond promptly. Assign a dedicated staff member to monitor and respond to reviews consistently.
From strategic marketing planning to seamless execution, we’ve got you covered!
