People reading reviews like to see as much context as possible: why was the experience so great, so unsatisfactory? That's understandable. But when a business responds? Let's take the example of the 'Best Hotel in the UK' (according to TripAdvisor). The Royal Lancaster Hotel in London won this accolade for 2026, so we had a look at their reviews. And we found this one:
It goes on, but we're sure you get the drift
Now, let's look a little further at 'Samantha' (real name 'Louise' apparently). Here is her Google Guide Profile:
And the other 541 reviews? Much the same; a ratio of four or five one-star reviews to one five-star (and the latter are often ratings).
Other points to note? Her reviews are very long and detailed, and if the business responds, she invariably adds a more detailed 'demolition job' to her original review. She is as likely to write a 300-word review of a Starbucks as a 5* hotel.
But enough about 'Samantha'. The reason for this article is simply to say to businesses, 'Spend 5 minutes looking at the reviewer's other reviews before responding to the one they've written about your business.'
In this case, if we had been asked by the business to draft a response, we would almost certainly have opted for the exact opposite of our usual advice (which is invariably to address all the points raised in the review, calmly and politely): we would have suggested the hotel simply ask 'Samantha' to contact them directly. Why? Because any form of detailed 'point-by-point' response (our usual advice) would undoubtedly have been met, as it was in this case, with a further diatribe.
In conclusion
Please feel free to ask for our advice about anything review-related, including drafting responses.
Further reading
- Responding to reviews - this article is nearly six years old, but the advice it contains remains current.
