Review management · United States
Review management for a nightlife venue is three jobs done every week: replying to guests in a way other guests trust, reporting the reviews that break a platform's rules, and asking for reviews without breaking those rules yourself. Google and Yelp disagree on that last one, so we follow each platform's rules separately.
Before
"You clearly don't understand how clubs work. Don't come back."
After
"Sorry the wait was so long on Saturday. We have added a second door host for busy nights. If you'd like to talk it through, email our manager."
Google's policy says not to discourage or prohibit negative reviews or selectively solicit positive ones. Yelp goes further and asks businesses not to ask for reviews at all.
| Practice | Yelp | |
|---|---|---|
| Asking guests for reviews | Allowed, if you ask every guest the same way | Asks businesses not to ask for reviews at all |
| Offering a reward for a review | Not allowed | Not allowed; may trigger a consumer alert |
| Asking only happy guests | Not allowed ("selectively soliciting") | Not allowed |
| Review stations or kiosks at the venue | Not allowed | Not allowed |
| Staff reviewing their own venue | Not allowed (conflict of interest) | Not allowed |
Offering a reward in exchange for a positive review is also prohibited under the FTC's review rule, whatever the platform says. The wider rules are on nightlife reputation management.
Replies are written for the next guest reading them as much as for the reviewer. Every reply we draft follows the same four moves.
Thank the guest by name if they gave one.
Repeat the specific problem in plain words.
Say what has changed, or what will.
Offer a named contact for anything more.
Worked examples for difficult cases are in our guide to responding to negative reviews.
An honest one-star review about a long wait is not in that list. It gets a good reply and, ideally, a fix. Suspected waves of fake reviews are handled on reputation recovery.
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Guest asksCan we put a review QR code on the tables?
Venue repliesFor Google, a sign that invites every guest is fine, as long as nothing is offered in return. Google does not allow review stations or kiosks set up to collect reviews on site. Yelp asks businesses not to request reviews at all.
Guest asksShould we reply to every review?
Venue repliesReply to every negative and mixed review, and to a fair share of positive ones. Short, specific replies read better than a template pasted under every review.
Guest asksCan we reply to a review that names a staff member?
Venue repliesYes, without naming them again or discussing internal matters. Thank the guest, say you have looked into it, and offer a direct contact. If the review breaks the platform's harassment rules, report it as well.
Guest asksHow fast should replies go up?
Venue repliesWithin a day or two for negative reviews. A calm reply the next morning beats a defensive one at 3 a.m.
End of shift
The reputation review is free. Tell us your venue and where guests leave reviews, and we reply with what stands out, what needs an answer, and what to leave alone.
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