Reputation
How do I respond to a negative review?
Open the Reputation page's review monitor, where negative reviews are flagged first. Use “Draft a reply” to generate a calm, professional response, edit it to sound like you and address the specifics, then post it to your Google Business Profile. A measured public reply often matters more to future readers than the review itself.
What you'll use: The review monitoring list (negatives flagged first) and the AI “Draft a reply” action.
Steps
- Go to Dashboard → Reputation → review monitoring; negative reviews are surfaced first.
- Click “Draft a reply” for an AI starting point, then edit it: thank them, acknowledge the specific issue, and offer to make it right offline — no defensiveness, no blaming.
- Keep it short and professional — you're writing for the next customer reading it as much as for the reviewer.
- Copy the reply and post it on your Google Business Profile (we draft; you send). If a review is fake or violates Google's policy, report it to Google separately.
Why this matters: You can't delete honest criticism, but a calm, specific reply turns a negative into a display of how you treat customers — which reassures the people reading before they call.
Related
Back to Reputation guides or the Help Center.
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