How to respond to negative real estate agent reviews

Buyers, sellers, landlords and tenants all review agents, often in the middle of a stressful move. Answer the concern, never the deal.

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The rules

Thank the reviewer and name the issue: communication, fees, the offer, the deposit.
Do not discuss the property, price, offers or anyone else in the transaction.
Do not confirm what the client told you or what the other party did.
Move it to a call with a named person.
Never make a refund, discount or freebie conditional on the customer changing or deleting the review. In the US the FTC's rule on reviews (in force since 21 Oct 2024) bans incentives conditioned on a review's sentiment and bans suppressing reviews through threats or intimidation (FTC).
Google reviews your reply before it appears (usually within minutes), shows it publicly as the business and notifies the customer, who can then edit their review (Google).

What not to write

“The vendor rejected your offer, not us.”
“You signed the fee agreement.”
“The tenant before you left it like that.”

Example replies

Illustrative example, not a real review

Review (1★): Agent stopped answering once we had made an offer.

Example reply:
Hi James,

Thank you for your review. I'm sorry to hear you were disappointed with how we communicated. Could you contact me at [phone or email]? I'd like to hear the details and look into it properly.

– [Name], [Agency]

Illustrative example, not a real review

Review (2★): Fees were much higher than what was explained at the start.

Example reply:
Hi Helen,

Thanks for the feedback. I'm sorry to hear you were disappointed with the fees. Please reach me at [phone] so we can go through it together.

– [Name], [Agency]

Illustrative example, not a real review

Review (1★): Still waiting for my deposit back from this letting agent.

Example reply:
Hi Leo,

Thank you for raising this. We can't discuss tenancy details here, so please email [email] with the property address and we'll look into it.

– [Name], [Agency]

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Replies written for your real reviews

Paste your Google Maps link at checkout. We pick your 20 most recent unanswered 1–2★ reviews and write a calm, specific owner reply to each, in the reviewer's language, ready to paste into your Google Business Profile. Delivered by email, usually within 24 hours.

20 ready replies to your real bad reviews – €9 Sample PDF

Want the whole profile checked, not only the replies? The Google Business Profile audit is €19 (launch price, €49 from 1 Dec 2026).

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Sources

FAQ

Can I reply to a review from the other side of a sale?

Yes, with the same neutral wording, and without discussing the deal or your client.