Tap everything that applies. If you pasted the review we have guessed a few already.

Read it before you post it. Swap in a detail only you would know — the dish they ordered, the night it happened — and it stops sounding like a form letter.

• Reply to the good ones too. A page where only complaints get answered looks defensive.
• Never argue the facts in public, even when you are right. Move it to a phone call.
• Do not offer a freebie in the reply. It reads as buying the rating, and it teaches people to complain.
• Short wins. Three or four lines beats a paragraph nobody finishes.