Two stars is the hardest band to answer, and our measurements say it is also the worst answered. The reviewer is not furious — they are disappointed, specific, and usually right about something.
Below are real 2-star reviews left at London cafés, the reply that is actually published underneath each one today, and the reply our software writes for the same review. Business names, email addresses and reviewers' names are removed. Nothing here is invented.
Because the review is reasonable, the reply tends to be apologetic, and apology slides into admission faster here than anywhere else. This is the band where the highest share of published replies break a rule.
Ordered a dry Martini with a lemon twist. Got a 50/50 dry vermouth/ vodka monster full of ice chunks and with two lemon slices. I know this is not a cocktail bar, but it if you have it on the menu, at least bartenders should know how to do it properly.
We appreciate your feedback, ———. We would love the opportunity to resolve any issues. Kindly send your contact details to ———. Our Operations Manager and General Manager will personally reach out to address your concerns in detail. We are committed to delivering exceptional service to every guest and appreciate the opportunity to learn and improve from this experience. Thank you for allowing us to make things right. P.S.: For your privacy, please avoid sharing personal details in this reply.
A dry Martini on our menu is made to a classic ratio — spirit-forward, stirred, and served with a twist. That is the standard we hold it to, and it is a fair point that if a drink is listed, it should arrive as it should.
المكان رهيب ورااايق ولكن القهوة ما كانت بالمستوى المتوقع ولا حتى حقت تميشه حال جربت قهوة باردة وأمريكانو أعطيها ٠/١٠ ، فيه أماكن أحلى بكثير الحلا للأسف ما جربته والسبب اني لاحظت وجود حشرات وذبان حول الحلا
Hi ———, thank you so much for leaving a review. We are always looking to grow and offer better experiences to our guests! I do apologise about the coffees not being up to your standards, we have introduced a new Cold Brew Espresso that we are using for our Iced Coffee range which might not be up to everyones standards. We can substitute this with our regular hot espresso range which might be better tasting to others. We are also speaking with our Pest Control team to ensure we do not have any flies present in our ———. Please if you could get in touch with us at ——— we would like to invite you back to visit us again so we can better show you how lovely our coffees are! All the best | Team ———
The atmosphere clearly worked, and we're glad that came through. Our coffee is something we take seriously — the cold brew and Americano both follow recipes we stand behind. On the pastry counter, we keep a close eye on presentation and hygiene throughout the day; that is not something we are casual about.
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