Blog
Blog
On what actually sits inside reviews, how to read them and what cannot be pulled out of them. No guides along the lines of "care about quality".
What really hurts restaurant reviews
Food causes a minority of complaints. Most are about waiting, the bill, and how staff reacted when something went wrong — things that can be changed in a week, without touching the menu.
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What really hurts hotel reviews
Hotel complaints are rarely about standard. They are about the gap between what the guest saw before arriving and what they found — and about nobody explaining that gap on the spot.
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How many reviews are enough to draw conclusions
At twenty reviews a single bad one moves the average by half a star, and one irritated customer looks like a systemic problem. The threshold where numbers start to mean something is lower than most people assume — but it is measured on something other than the average.
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Reporting a fake review: what actually works
Google does not remove a review because it is untrue. It removes it because it breaks a specific rule. A report that does not name the rule comes back rejected — and that is the single most common reason reports fail.
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How to reply to a one-star review
A reply under a negative review is not written for its author. It is written for the few hundred people who will read it while deciding whether to come — and the author has already left, and mostly is not coming back.
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How to ask for reviews without getting them deleted
The three most common ways of collecting reviews — a discount for posting one, a "was everything alright?" screen before the link, and asking only the happy customers — all break Google policy. The penalty does not land on one review. It lands on the whole profile.
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