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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

Prices are higher than stated on the website. I mentioned this when booking and was promised a discount on the phone as a result, which I thought was pretty nice of them so went ahead with the booking. When it came to payment I was charged full price. I pointed out that I was promised a discount and that's the reason I went ahead with the booking, but it seems the rules had now changed... I would only get the discount if I liked their Facebook page. That's less like social media marketing and more like blackmail. No thanks.

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