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Why respond?
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

The best hospital ever! Gave birth to all my kids there, and just recently, gave birth to my twin boys after being diagnosed with multiclotting in my lungs. Was seen by every specialist consultant and taken care of by every individual like I'm their only patient. Everyone made me feel special and gave me everything I needed everytime I was admitted. I have recomended St Mary's to 3 of my friends, and they had excellent experiences. My last stay from the 16th till the 3rd of April, every single staff at the maternity ward, from consultant to midwives and the dinner lady, was a star in my eye.

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