Over 90% of customer reviews left on Add to Event are five stars, but we’ve all had difficult customers or days that didn’t go our way.
If you receive an initial negative review following an event, it won’t go live on your profile right away.
When this happens, we’ll notify you via email to share the review with you and to give you the opportunity to contact your customer and come to a resolution.
Almost all suppliers resolve their difficulties at this early stage.
Next Steps
After being alerted to an initial negative review, you will have 7 days to find a solution or reach an agreement with your customer.
After these 7 days have passed, your customer can either:
Leave a positive review for you
Withdraw from the review process completely
Start the public negative review process
As before, you will be alerted to any further reviews that are left by your customer after these 7 days. You’ll also have the opportunity to respond to this review to explain your side of the story.
A further 7 days after this review has been left, both the customer’s review and your response will be published and publicly visible on your profile.
How to respond to a negative public review
Even if you believe a customer’s version of events to be incorrect, it often pays to briefly and politely respond with your side of the story. You may not be able to win over every unhappy customer, but we often find those reading reviews are savvy enough to see through unreasonable complaints.
Future customers will be able to see both sides of the story and gain a more objective overview of the facts. This will allow them to make up their own minds about how much weight they should give to the review in question.
If suppliers engage in a constructive way and show that they genuinely care about their customers, this often leaves Add to Event event organisers/future customers with a good impression.
Each and every one of your less-than perfect reviews can be an opportunity. These can include:
Letting you show empathy, and show off your service by responding in a thoughtful and polite way.
Signalling authenticity and credibility (people tend to be suspicious if a company only has 5-star reviews)
Giving you the chance to solve problems and follow up on complaints.
Please note:
Reviews will not be published if the customer/event organiser is a direct competitor to the company you own, are employed by or work for.
We are not an agency and we do not get involved in the booking process, therefore we’re unable to manage disputes or refunds. We do not see ourselves as in a position to determine who's right or wrong, or which set of facts is correct. We don't have the same resources as a court of law.
If you require additional contact details for the customer you may request this from us.
Disputing negative reviews
If you would like to dispute a negative public review or report a review that you feel is inaccurate or unfair, please submit supporting evidence, such as correspondence or event absence documentation to the team at [email protected]