Managing reviews: asking, replying and disputing
Managing reviews rests on three habits: asking systematically at the end of the job, replying to every review within a few days, and disputing only those that breach the platform's policies rather than those that are simply unfavourable.
gelisted editorial team · Updated 15 August 2026
The short version
- Recent reviews carry more weight than the accumulated total.
- Replying within 3 to 7 days is a reasonable standard.
- Only reviews breaching policy can be removed.
- Offering an incentive for a review breaches most platform rules.
Reviews are read by the next customer more carefully than any page of the website, and the replies are read almost as closely as the reviews themselves.
Asking properly
At the end of the job, when satisfaction is highest, with a direct link that takes 20 seconds to use. Systematically rather than only after an exceptional job, because a flow of ordinary positive reviews reads more credibly than a handful of glowing ones. And never with an incentive attached, which breaches the rules of most platforms and can result in reviews being removed en masse.
| Action | Permitted | Note |
|---|---|---|
| Asking customers directly | yes | with a direct link |
| Offering a discount for a review | no | breaches platform rules |
| Replying to every review | yes | within 3 to 7 days |
| Disputing a policy breach | yes | spam, conflict of interest, off topic |
| Removing an unfavourable review | no | if it reflects a real experience |
| Buying reviews | no | risk of mass removal |
| Asking only satisfied customers | discouraged | review gating |
Replying to a bad review
Within a few days, publicly, briefly and with facts. Acknowledge what happened where it happened, state what has been done about it and offer to continue the conversation privately. No arguing, no correcting the customer's tone and no long explanations. The reply is not written for the reviewer; it is written for the next person reading, who is judging how the business behaves under pressure.
What can be removed
Reviews breaching the platform's policies: spam, content unrelated to the experience, personal attacks, conflict of interest such as a review from a competitor, or a review left for the wrong business. What cannot be removed is a genuine negative review reflecting a real experience, however unfair it feels. Disputing those wastes time and achieves nothing.
A business with only five star reviews reads as less trustworthy than one averaging 4,6 with a few critical entries and good replies.
The seasonal pattern
On the island, review volume concentrates between June and September, which is also when service is under most pressure. Setting up the request process in April, before the season, means the summer generates 40 or 60 reviews rather than 5. And keeping the flow going through the quiet months prevents a profile that looks dormant from October to May.
The pattern is worth measuring. A business asking systematically converts 15 to 30 per cent of customers into reviewers, against 2 to 5 per cent for one that asks occasionally. On 400 jobs a year that is the difference between 60 or 120 reviews and 8 or 20, and it costs 20 seconds per customer.
Frequently asked
+How should I ask for reviews?
Systematically at the end of the job with a direct link, and never with an incentive attached.
+How quickly should I reply?
Within three to seven days, to positive and negative reviews alike.
+How do I answer a bad review?
Briefly and with facts, acknowledging what happened and offering to continue privately, without arguing.
+Can a negative review be removed?
Only if it breaches policy. A genuine unfavourable review cannot be removed.
+Is a perfect five star average good?
Less credible than 4,6 with a few critical entries and well handled replies.
Sources
- 1Boletín Oficial del Estado, BOE (August 2026)
- 2Instituto Nacional de Estadística, INE (August 2026)