How to Turn a 1-Star Review Into a Marketing Win

Every hospitality owner dreads it: you open your phone, check your notifications, and there it is — a 1-star review. No explanation, no context, just digital doom.

It’s frustrating, unfair, and it can feel personal. But here’s the twist: if you handle it right, that 1-star can actually help your business grow, not hurt it.

We’ve even covered this in detail on our AWOL YouTube channel, so check out the video for a full breakdown after you read this.

Why 1-Star Reviews Aren’t the End of the World

• Everyone gets them — even the best places in town.

• A few negatives among lots of positives make your reviews look real (perfect 5.0 scores scream “fake”).

• How you handle it shows professionalism, empathy, and leadership.

The trick is to not react emotionally — but strategically.

Step 1: Breathe, Don’t Bite

The first five minutes after seeing a 1-star review is when most owners do the most damage.

Take a walk. Have a coffee. Vent privately. Then respond calmly and publicly.

Step 2: Respond Fast, but Keep It Cool

Speed matters. When you respond quickly, it shows you care. But tone matters even more. Keep it polite, clear, and factual.

Example:

“Hey [Name], we’re really sorry to hear this. It’s not the experience we aim for, and we’d love to make it right. Please reach out directly so we can fix it.”

Short, clean, and classy. Never argue publicly.

Step 3: Get in the “Angry Boat” 🚤 (Alex Hormozi Style)

This is where you flip the script. Instead of defending yourself, agree with the customer — aggressively.

Example:

“You’re absolutely right — this is NOT what we stand for. I’m angry this happened, and I’d love to show you we can do better.”

Now you’ve taken all the tension out of the situation. You’ve shown you’re human, accountable, and on their side. Other customers reading it think, “Wow, this place actually cares.”

Step 4: Make It Right (Publicly)

If you can, invite the customer back — but do it publicly in your reply. Offer a sincere apology, and if you really want to go bold…

Add a discount code for everyone reading the review.

Example:

“To anyone reading this — this review genuinely hurts because it’s not who we are. So if you visit us this week, show this post and mention code SORRY10 for 10% off. We’ll prove it to you ourselves.”

That move flips the whole tone. You turn a negative into a public goodwill campaign, showing confidence and transparency.

Step 5: Learn from It

Ask your team honestly: did the customer have a point? If yes, fix it.

If no, move on. Either way, don’t let one bad apple spoil your week.

Pro tip: track your reviews over time. If you see the same issue pop up (slow service, cold food, long wait times), that’s your cue to act.

Step 6: Share the Comeback om social media

Once the storm passes, post about how you handled it on your socials. “We messed up, here’s how we fixed it” stories get incredible engagement. People love honesty.

Bonus points if you get the person who left the review to be in the posts.

The Vibe

A 1-star review isn’t a disaster — it’s a stage.

You can look defensive and panicked like everyone else… or you can show class, humour, and ownership.

Handled right, the customer who left that review might even become your biggest fan.

Wrap-Up

Every 1-star review is a small test — of patience, professionalism, and leadership.Take the hit, stay calm, climb into the “angry boat,” and turn it into marketing gold.

👉 And remember: we’ve got a full video on this topic over on our AWOL You

Tube channel — give it a watch before you tackle your next review.