Bad Restaurant Reviews: How To Respond to Negative Guest Feedback

bad restaurant reviews how to respond to negative guest feedback

Hey there! Here’s a fact: did you know that more than a quarter of people who eat out look up online reviews before choosing a restaurant? So, if your restaurant has received negative feedback, don’t fret! You can also remove negative restaurant reviews or else try responding to the criticism in a professional way. This will show your customers that you take their feedback seriously and care about their experience. It’s been proven that people are more likely to choose a restaurant that knows how to deal with negative reviews.

Getting rid of bad reviews, it’s essential to approach the situation. When responding to negative reviews, it’s best to take your time and plan your response. Instead of just reacting, you can turn negative reviews into opportunities for growth and improvement. Remember, even unfavorable reviews mean that people are talking about your business.

Let’s move further in this blog and learn how to respond to bad restaurant reviews. 

Exploring the impact of negative reviews on your restaurant

Keeping an eye on your online reviews is essential. They’re a great way to see how your customers feel about their experiences, and they can give you some handy insights. One negative review can put people off coming to your restaurant, so knowing how to deal with negative reviews is crucial. Show that you value your customers’ feedback and are committed to providing them with the best service. You’ll build up a great reputation for your restaurant.

When customers share food and drinks, they have meaningful conversations about subjects that matter to them personally. Finding a great restaurant can be a fun adventure, and many customers rely on reviews from fellow diners to make their choice. Restaurants must pay attention to their online reputation since what customers say about them can impact their success.

If you want to see what people say about your brand, even if they’re not talking directly to you, some great tools can help. Set up social media monitoring for your service, product, brand name, and relevant keywords. This way, you’ll be able to catch any reviews and see what people are saying about you in real-time. Plus, these tools can help you determine if the sentiment is positive or negative so you can focus on the most critical reviews.

Replying to negative restaurant reviews

Let’s face it, we all rely on reviews when exploring new restaurants. Admit it, even if you do. A stack of negative reviews amidst a sea of positive ones can make us think twice about giving a place a try. It’s important to realize that anyone searching for your restaurant online will come across these reviews too. They can shape perceptions, so it’s crucial to be mindful of their impact and getting rid of bad reviews. 

If you use reviews to find new restaurants, you’re not alone. Even if most reviews are positive, a few negative ones can still make people hesitant about trying your restaurant. Keep in mind that these reviews will be visible to anyone searching for your business online.

To get to the bottom of any issue, you should take every comment seriously and look into it further. You can request that the reviewer send you more information via private message or email so you can provide the best solution.

For example, if you read more than three comments about cold food, there is a problem in the delivery process. Fix it and notify the reviewers.

Your audience will assume you don’t care about the perception of your business if you ignore negative restaurant reviews. Conversely, responding to every comment, no matter how brief, indicates your interest in providing customers with the best service. You can learn a lot from a bad review, but you can persuade clients to give you another try with a little effort and the right words. This is why you must know how to deal with negative reviews. 

Converting negative reviews into positives

It’s understandable to feel bummed out when a customer leaves a negative review, especially if you feel like it’s not fair. But responding to negative reviews is important because it shows you care about making things right for your customers. A great way to do this is by offering a free appetizer or meal to encourage them to come back and give you another chance. This not only displays that you’re committed to providing top-notch service but also that you’re willing to follow extra steps to make things right.

People who dine in your restaurant may not want to discuss it in-store, but they take the time to give you negative reviews. If they did not tell you in person or online, you have a better chance of changing their answer and gaining a repeat customer. You cannot get back to a customer if they did not tell you in person or online.

You should instead emphasize what the customer has to say by restating it so the customer feels heard. Express your regret over their poor experience. Explain why the problem will not reoccur to show customers you value their feedback. Using this strategy, you can reassure potential customers that you have learned your lesson and won’t run into a similar problem the next time they visit.

Once you have handled the customer’s worries, give them a way to contact you offline. By listening to their feedback and tackling their concerns, you demonstrate that you are willing to learn and can improve the customer’s experience. Lastly, invite them to come back for a more delightful experience.

How to mitigate the impact of negative reviews

Once you know how to deal with negative reviews, it is time to handle damage. In many cases, newly satisfied customers will be delighted to change their reviews. Recognize that negative reviews can assist you in gaining consumer trust. Ask recently satisfied customers to change their thoughts.

If a customer has a bad experience, you can turn it around by offering a coupon, voucher, or replacement product to win them back. But don’t make it a habit of giving away free stuff as a solution because it could encourage customers to take advantage of it and leave negative reviews just to get freebies. Instead, kindly ask customers to update their reviews once the issue has been resolved, and they’ve received better service.

Today’s shoppers recognize that a product cannot satisfy everyone. When there are no negative reviews, suspicion arises. All the glowing remarks might make them suspect you removed negative restaurant reviews. If that’s the case, customers won’t feel like they can trust your brand or want your food to touch their lips. Companies don’t generally showcase unfavorable opinions; however, this proves to them that you are credible and have nothing to conceal.

If you want to know your customers and what they think about their experiences with your business, you need to ask for their feedback. A straightforward method is offering surveys on their receipts or setting up rewards programs at the checkout. Little things like showing you care, when they’re dining, can also make a big difference in how they feel about your business. 

Although not everyone will take the time to respond to your efforts, making them is a great way to increase the chances of keeping your customers happy.

A company can reduce the negative reviews it receives by offering customers a way to express their frustrations or concerns. Finally, when resolving issues, be personable. Don’t point fingers, but rather demonstrate your understanding of the situation and desire to rectify it. A rapid and personal response can make them less angry.

If a restaurant wants to avoid negative reviews, it should give customers a way to express their concerns. When addressing these concerns, avoiding blaming anyone is essential. Instead, show that you understand their problem and are eager to help. Responding in a personalized way can help to calm them down and make them feel heard.

Marketing and promotion 

Here at, we’ve got your restaurant covered! We’ll handle everything except for the food and setup. Our goal is to help you attract customers and keep them returning for more. We offer various services to help you stay connected with your loyal customers and bring in new ones. Let us handle the technical part so you can focus on making your restaurant the best it can be!

Services offered by us: 

  • Sending personalized emails at the right time
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  • Reaching more customers by digging deep into your data
  • Keeping a log of each guest’s interactions
  • Leaving tradition in the past and utilizing what works today

If you read a bad review, don’t ignore it!

As a business owner, you might come across negative reviews now and then. It’s all part of the game, and impossible to please everyone. However, being quick and knowing how to deal with negative reviews is essential. This shows your commitment to providing fantastic service and acknowledges the customer’s feedback. It’s a crucial step in improving the quality of your service overall.

If you’re struggling with negative reviews, has got your back! Our marketing techniques are designed to help you turn these negative experiences into something positive for you and your clients. Contact today to learn how we can help you craft the perfect customer responses.

Final words

When it comes to negative reviews about restaurants, there are several ways to handle the situation. One option is to remove negative restaurant reviews by contacting the website or platform where they were posted and explaining why they should be taken down. 

However, this process can be complicated and may not always result in success. Another approach is to learn how to deal with negative restaurant reviews in a professional manner, responding politely and offering solutions or explanations for any issues mentioned. 

It’s also important to take steps towards getting rid of bad reviews in the long term by improving customer service, addressing any consistent complaints, and encouraging satisfied customers to leave positive feedback. With these tactics in mind, restaurants can effectively manage their online reputation even amidst criticism from unhappy patrons.

About the Author


Atish is a digital marketing expert at Helping restaurant to make more revenue and go commission free.

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