Real scenarios, real challenges, real outcomes. Here's what happens when
businesses take control of their Google reputation.
The Crown Hotel
Boutique Hotel · 48 rooms
Before · 2.3★
After · 2.5★
3
months to improvement
Verified Result
01 / 03
The Challenge
"Very bad, if someone wants to get sick, they can visit this hotel"
— one of several policy-violating reviews dragging the rating to 2.3★.
The hotel had genuine improvements, but toxic reviews dominated the page.
What I Did
Identified 7 reviews containing legal threats — flagged for Google policy removal
Drafted professional responses to 12 legitimate complaints showing recent renovations
Built a post-stay review prompt system via email follow-up
Set up daily monitoring with WhatsApp alerts for new reviews
4 policy-violating reviews removed · rating climbed from 2.3★ → 2.5★ in 3 months · positive review velocity doubled
Bright Smile Dental
Dental Practice · 3 dentists
Before · 3.4★
After · 4.1★
6
months to transformation
Verified Result
02 / 03
The Challenge
"Staff were rude and the dentist didn't explain anything" — a pattern
of communication complaints. The practice had skilled dentists but
terrible online perception. 3.4★ with unanswered negative reviews piling up.
What I Did
Responded to 28 unanswered reviews with personalised, professional replies
Flagged 3 reviews containing medical misinformation for removal
Built post-appointment SMS review capture — 40% response rate
Created response templates for front desk to use in real-time
Monthly sentiment tracking by dentist and procedure type
Rating climbed from 3.4★ → 4.1★ in 6 months · 85% of new reviews now 4-5 stars · appointment bookings up 23%
Riverside Restaurant
Fine Dining · 80 seats
Before · 3.1★
After · 3.8★
4
months to recovery
Verified Result
03 / 03
The Challenge
"Price on the menu was £10, charged £15" — misleading pricing reviews
mixed with genuine service complaints. The restaurant had a menu pricing
error that triggered a wave of negative reviews. 3.1★ and dropping.
What I Did
Identified 5 misleading pricing reviews — 3 removed, 2 responded to with correction
Drafted a public response acknowledging the menu error and the fix
Set up QR code review prompts on receipt holders
Created a review response guide for the floor manager
Tracked sentiment recovery week-over-week
3 misleading reviews removed · rating recovered from 3.1★ → 3.8★ in 4 months · weekend bookings back to capacity
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