They Misunderstood Your Policy and Left a Bad Review — How to Reply

When to use this

When they're upset because of a misunderstanding (minimum spend, hours, booking rules) and you did in fact post it. The question here isn't who's right — it's whether your signage was obvious enough.

The reply (copy it)

They've misunderstood a policy
[Name], I'm sorry about the frustration. On [the policy], our approach is [brief explanation] — but we clearly didn't make that obvious enough at [where it should have been visible], and you had a wasted trip because of it. That's on us. We've added it to [where you fixed it]. Sorry again.

The most common mistake

Insisting "it's on our website." Even when true, that reads as "you didn't look." They made a wasted trip or spent money they didn't expect to, and that experience was real. Concede that it wasn't clear enough (even if it was) and say where you've made it clearer. That works far better than being proven right.

When the situation is different

If the same misunderstanding has come up more than twice, it isn't the customer. Say so directly: "You're not the first to read it that way — we've moved the explanation to X." That line defuses this review and prevents the next one.

After you reply

Actually change the signage. The value of this kind of review is that it names a blind spot you can't see — you know your own rules too well to notice that a new customer can't parse them.

Replies for other review types
This is one of 12 review situations. The full set (filterable by star rating) is here:
See all 12 Google review replies →

Reviews, messages, email — you don't have to watch all of it

makupai reads your messages and email, works out what is urgent, and drafts the reply. You glance and hit send. 14-day free trial, no credit card.

14 days free No card needed 5-minute setup
Start free trial