How to Respond to a 1 Star Salon Google Review

There’s nothing quite like that sinking feeling when you spot a 1 star review on your Google profile. For salon owners and teams who genuinely care about the client experience, it can feel like a punch in the stomach. Your instinct might be to jump in and defend your business, your team and your standards. That’s completely understandable. But before you fire off a reply, take a breath.

Handled well, a 1 star review can actually become an opportunity. Not only to show professionalism to the person who left the review, but also to everyone else who may read it in future. Your Google Business Profile is not just a listing. It’s a client attraction tool. How you handle your reviews, good or bad, tells potential clients a lot about what it’s like to do business with you.

Let’s look at how to respond to a 1 star review the right way without taking it personally, and with the bigger picture in mind.

Step-by-Step: How to Respond with Professionalism and Confidence

1. Pause Before Responding

It’s easy to feel hurt or angry when a review feels unfair. But replying in the heat of the moment rarely helps. Give yourself a little time to cool down and then come back with a clear head. Aim to reply within 48 hours so it’s timely, but composed.

2. Remember Who You're Really Talking To

Yes, you're replying to the reviewer. But more importantly, you're speaking to every potential client who might read that review. This is your chance to show what kind of business you are calm, polite and committed to doing the right thing.

3. Start With Gratitude and Grace

Always thank the reviewer for their feedback, even if it's difficult to read. Something like:

“Thank you for taking the time to leave a review. We're sorry to hear you had a disappointing experience.”

This instantly sets the right tone and shows professionalism.

4. Acknowledge and Apologise

If there’s any truth in the feedback, own it. If not, stay polite and non-defensive. Avoid going into long explanations or blaming the client.

“We always aim to offer the highest standard of service, and we’re truly sorry to hear that we didn’t meet that on this occasion.”

Even if you don’t agree with the review, showing you’re listening and care is more powerful than arguing.

5. Invite a Private Conversation

Since you can’t reply privately through Google, invite the reviewer to get in touch directly so you can resolve things away from the public platform:

“We’d welcome the opportunity to speak with you to understand more and hopefully put things right. Please feel free to call us on [salon number] or email [email address].”

Taking the conversation offline not only shows you care, but also helps avoid a back-and-forth in public.

6. Keep it Short and Professional

Avoid writing a long defence or justifying every point. You don’t need to win the argument. You just need to show you're listening and committed to great service. Keep it short, sincere, and professional.

A Simple Example Response

"Thank you for your feedback. We’re really sorry to hear that your visit didn’t meet expectations. We always strive to deliver a high standard of service and would welcome the chance to discuss your experience further. Please feel free to call us directly on [salon number] or email [email address]. We value all feedback and use it to improve our service."

This kind of response shows calm, care and professionalism — all qualities future clients will be drawn to.

Don’t Let the Google Hooligans Get You Down

We all know the type. Sometimes, a 1 star review says more about the reviewer than your business. The odd unreasonable review is unfortunately part of being visible online. But here’s the thing: it doesn’t define you.

If your salon already has a strong collection of 5 star reviews, one poor one won’t harm your overall rating. Most clients reading your reviews are smart enough to spot when a bad review feels exaggerated or unfair.

And in some cases, having the odd low review actually makes your profile look more authentic. A business with nothing but perfect reviews can raise suspicion. A single 1 star review among dozens (or hundreds) of glowing ones is more realistic — and less damaging than you might think.

Keep the Positive Reviews Flowing

The best defence against a rogue 1 star review is a steady stream of 5 star ones. A high volume of positive reviews keeps your average strong and shows that one unhappy experience is an exception, not the rule.

Salon App makes this easy. With 1‑click automations, you can send review requests to clients after appointments without lifting a finger. You can also create more bespoke campaigns, for example, asking for reviews from clients who visited a specific team member or had a certain treatment.

These ongoing campaigns keep your Google profile fresh and full of positive stories. And when new clients are searching for a salon in your area, those reviews speak louder than anything else.

A bad review never feels good. But one poor comment does not undo the years of great work, training and client care you’ve built up. Your business is more than one moment. One unhappy review does not define you or your team.

By responding with calm professionalism, inviting the reviewer to speak privately, and continuing to collect genuine, positive feedback from happy clients, you stay in control of your reputation and even turn a tricky situation into a chance to shine.

So the next time a 1 star review lands in your inbox, remember: respond with care, keep perspective, and let your 5 star clients do the talking.