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At All In London we don't want business owners to feel helpless about negative reviews but at the same time we don't want to delete genuine comments from customers. In our experience the best way to ensure that the business's reputation is maintained is to openly respond to negative reviews, this can turn the situation around in your favour and show other users that you're not unreasonable and are dealing with it professionally.

Here is an example of a business that has replied to a user comment: response example. In this example the business manager shows a professional and rational approach that would only serve to give new customers more confidence in the business.



The review

The review in question

We booked the upstairs room for a leaving do for Saturday the 1st of December. When we got there they simply told us they cancelled the reservation because a bigger group (we were 16 people) asked for the same room, of course without contacting us to let us know. We spend our leaving do evening looking for another pub. Very disappointing booking service.

Name: Olga
Location: London

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