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I am a online review junkie. Most every purchase I make or hotel I stay at I read reviews on, if they are available. I appreciate when the owner gets a bad review and has an explanation, it gives me a sense that they care about their image and they are willing to go above and beyond to make customers happy and keep their brand strong.
If it were my business, I would have a short courteous response about what went down, explain how it was your fault (don't blame the customer at all) and what you are doing to make sure this doesn't happen again. I use those businesses much more than someone with average to good reviews that don't comment.
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