In 2025, online reviews have become one of the main factors influencing the reputation, visibility, and choice of a business, restaurant, or bar. A single negative review, if poorly handled, can undermine trust, ratings, and even reservations. However, responding appropriately represents an extraordinary opportunity to demonstrate thoughtfulness, transparency, and professionalism.
This updated guide will help you respond strategically, complying with new Italian regulations and leveraging reviews to improve the customer experience.
Why you should always respond to negative reviews
An ignored negative review can seem like confirmation of guilt. On the contrary, a well-written response:
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Build trust with existing and potential customers;
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Improve local positioning on Google and booking platforms;
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Turn a criticism into an opportunity for dialogue and loyalty;
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Demonstrates transparency and crisis management skills.
New Italian rules for fake reviews in 2025
In 2025, Italy introduced new rules to protect restaurants and their customers. Here's what the updated legislation provides:
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Author identification requirement : reviews must be traceable, with verification of booking or receipt within 15 days;
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Automatic removal after two years , if out of date or obsolete;
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Absolute ban on bought or incentivized reviews ;
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Control and sanctions by the AGCM , with fines of up to €50,000 for unfair activities.
These rules allow you to defend your business from false or defamatory reviews more quickly and effectively.
Basic principles for responding to negative reviews
1. Respond quickly
Within 24–48 hours: promptness conveys care and professionalism.
2. Show empathy
Even if the customer is wrong, maintain a calm tone, thank them for the feedback, and apologize for the negative experience.
3. Personalize your response
Avoid copy-and-paste responses. Use the customer's name (if available) and reference specific details from the review.
4. Be clear and concise
An ideal response is no more than 3-4 sentences: admit any mistakes, explain what was done to fix them, and invite them back.
5. Offer a concrete resolution
If possible, offer some form of apology: a discount, an invitation to try again, or direct contact. Show your commitment to customer satisfaction.
6. Propose an offline dialogue
When necessary, invite the customer to contact you privately to discuss the matter further. Demonstrate a willingness to resolve the issue discreetly.
How to respond to false or defamatory reviews
If you suspect a review is fake:
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Verify the customer's presence (no reservations, no receipt?);
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Analyze the style (vague comments, aggressive language or spam);
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Respond firmly and politely, expressing your concern and inviting the author to contact you;
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Then, report the review to the platform or to the AGCM , providing evidence and documentation.
Platforms like Google and TheFork now allow for faster and more automated reporting.
Response templates (examples updated 2025)
Example #1 – Slow Service
Hi Marco, thanks for your feedback. We're sorry for the delay. We've already increased our staff during peak periods and hope to see you again soon to provide you with a top-notch experience.
Example #2 – Stars only, no comment
Thank you for your review. If you have any suggestions on how to improve our service, we'd love to hear them. Every piece of feedback helps us grow.
Example #3 – Fake Review
We're surprised by your comment: there are no reservations under your name, and the description doesn't meet our standards. We invite you to contact us privately to clarify. We will report the review to the relevant authorities.
Digital tools and strategies to monitor and respond
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Google Business Profile : Get instant notifications, monitor reputation, and respond from within the app.
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TheFork Manager : manage reviews from multiple channels and collect structured feedback.
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TripAdvisor Dashboard : Use dynamic templates for personalized responses.
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Intelligent automations : post-visit emails, tablets at the checkout, links on receipts to receive direct feedback.
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Personalized alerts : Activate push notifications to take action in real time.
Internal integration into your premises
Effective review management starts from within:
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Share criticisms with staff and use them in meetings to stimulate improvement;
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Train employees on how to proactively address complaints;
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Define an internal “review policy”: who responds, in what tone, and in what time frame.
In 2025, managing negative reviews is more than ever a strategic skill. A smart response can reverse a negative opinion and strengthen your business's identity. With the right words, digital tools, and attention to new regulations, every review can become an opportunity to demonstrate your value.