How do you reply to harsh criticism or negative reviews on Google and social media?

You reply in public with the fact, without insulting or retelling the customer’s story, and you invite them to continue on a direct channel if something must be put right. You do not answer while angry, and you do not delete it so it vanishes from the listing. Wait until you know which shift it was and whether the fact is true. Have a short line the owner has approved, different for Google and for a comment on social. The customer’s tone is argued in front of people who have not yet decided to come in. The reply does more harm than the review.

Carlota Fermín leaves the text and the place it is published. If the fact is about the floor, the text does not go out until the owner confirms what has been corrected.