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      Guide

      Reply to a 1-star Google review

      Reply from your Business Profile: open Read reviews, select Reply under the 1-star review, write a short, calm answer that thanks the person, owns the problem, keeps private details out and offers a way to talk, then post it. It takes about five minutes. Google checks each reply, usually within 10 minutes, and tells the reviewer.

      Updated 3 min read

      Steps

      1. Open your reviews

        Search Google for your business name while signed in and select Read reviews. In the Google Maps app, tap Business at the bottom right, then Reviews.

      2. Find the review and select Reply

        Find the 1-star review, newest first, and select Reply under it.

      3. Thank them by name

        Start with their name and a thank you for taking the time. It tells everyone who reads the reply that you listen.

      4. Own the problem in one line

        Say what went wrong in your own words, without arguing and without details of their visit, order, bill or health. Never ask them to change or remove the review.

      5. Offer a way to talk

        Give a way to reach the owner or manager, so the conversation moves off the public page, and sign with your name or the business name.

      6. Post it and check

        Select Reply to post it. Google checks the reply first, usually within 10 minutes and occasionally up to 30 days; if it is not approved you are asked to edit it.

      If you do not see it

      • No Reply button. Sign in with the account that manages the profile. Replies come from the business, so a profile that is not verified yet may not offer them.
      • A review with stars and no words. Reply anyway: a short thank you and an invitation to tell you what went wrong.
      • A reply you want to change. Open Read reviews and select Edit under your reply, or Delete to remove it.

      What Fly does here

      2 stars or lower waits for your yes

      Fly checks for new reviews every 15 minutes and drafts a reply to each one in your tone. On Fly does the routine and Fly does it all, replies to 3 stars or more go out on their own, while a 1 or 2 star review gets its own card, "A 1-star review from Priya needs your reply", with the draft ready and a WhatsApp alert. On Fly asks first every reply waits for you. You can change these rules in your review settings. Read what else Fly does on the GBP Growth Agent page.

      Start free trialSee the GBP Growth Agent

      14 days free on one location, no card. Then Rs 2,499 plus 18% GST or $24.99 a location a month.

      Questions

      Is it good to respond to negative Google reviews?

      Yes. Your reply shows under the review for everyone who reads it, so a calm answer tells future customers how you handle problems. The reviewer is told about your reply and can update the review.

      How to respond to a negative review example?

      For example: "Hello Priya, thank you for telling us. You waited too long on Saturday, and that is not the visit we want for anyone. Please ask for Ravi, our manager, on the number on this profile, and we will put it right. Ravi, Sweet Scoop Parlour." This example is a sample, not a real review.

      How do I remove a 1 star review from Google?

      You cannot remove a review because you disagree with it. If it breaks Google’s policies, for example spam or profanity, report it from Read reviews and Google decides. Reply to it meanwhile.

      Source: Google's help, Manage customer reviews.