Start by preserving the original review
Save a screenshot, the date, the platform and any public replies. Keep the original material unchanged so you have a reliable record of what was published.
Check the platform's own options
Use the platform's reporting process where the content appears to breach its rules. Reporting and responding are separate steps: a report may be rejected, so prepare a calm public response as well.
Gather the wider context
- Relevant dates and chronology
- Quotes, invoices or booking information
- Messages and correspondence that are appropriate to publish
- Photographs or completion evidence where relevant
- Details of refunds, remedies or offers made
Write for the next customer
Avoid arguing line-by-line. State the material facts you can support, explain what action was taken and make the current outcome clear. Do not publish unnecessary personal or sensitive information.
“We are sorry to see this review. Our records show [brief factual context]. On [date], we offered [action/resolution]. We remain willing to [appropriate next step]. We have published the relevant timeline and context on our Open Record.”
Create a separate public record
Open Record gives the response its own structured page, so the business account, relevant context and outcome can be viewed together rather than being buried beneath the original review.
Related help
Open Record provides a structured publishing and moderation platform. It does not decide which party is right. Search engines decide whether and where pages appear in search results.