Keep your reply calm and professional.
Write as if you are addressing future borrowers, not just the person who left the review. A composed tone helps build trust.
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Stick to facts and context.
Briefly explain what happened from your perspective, focusing on dates, actions taken, or relevant details from the booking.
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Acknowledge the experience.
Even if you disagree with the review, acknowledging that the other party had a different experience shows maturity and transparency.
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Be concise.
Short and clear replies are easier to read and more effective than long explanations.
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Focus on future borrowers.
Use your reply to demonstrate reliability, communication style, and how you handle challenges.
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Don’t argue or assign blame.
Public replies are not the place for debates, accusations, or defensive language.
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Don’t use emotional or sarcastic language.
Strong emotions can make a reply appear unprofessional and may discourage future borrowers.
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Don’t repeat private conversations in full
Avoid copying long message threads or sharing private details. Summarise only what is relevant.
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Don’t include personal or sensitive information.
Never share phone numbers, addresses, full names, or other private information.
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Don’t demand that the review be changed.
Public replies are about providing context, not pressuring the reviewer.
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