Understanding and Managing Google Review Edits

At Luau, we’ve talked about reporting inappropriate reviews, interpreting ratings, and how review trends may evolve. But one area that often goes unnoticed by hoteliers is review edits: why guests update their original feedback, how to recognise these changes, and why responding thoughtfully can make a lasting difference.

One of the most important things to understand about Google Reviews is that users can only leave one review per business, no matter how many times they visit. This limitation means that if a guest returns for a second stay, revisits your restaurant, or interacts with your service again, they won’t be able to leave a new review. Instead, they must edit their existing one to reflect their latest experience.

There are many reasons for editing a review – from updating the star rating after a better experience to adding more detail or sharing a change in opinion. Sometimes, the sentiment changes significantly – a disappointing first visit may be followed by a much better second experience. Conversely, a loyal guest might revise a previously glowing review after a less positive recent encounter.

While some edits may not require an action – particularly if the sentiment remains positive, it’s crucial to pay attention when the sentiment changes. Whether a review turns from positive to negative or vice versa, it opens up an opportunity to respond appropriately, showcase your attentiveness, and possibly turn things around if the updated review now carries a negative sentiment.

Understanding why and when these edits happen is the first step to mastering review management.

If you manage your Google Business Profile directly through the dashboard, you’ll typically receive an email notification when a customer updates their review. This alert can include changes in the star rating, updated text, or added photos. If you’re using a reputation management platform or third-party review software, it’s important to ensure it’s configured to detect and alert you of any changes in user-generated content, including edits to existing reviews.

Treat edited reviews with the same care and urgency as new ones – or greater, depending on the change in sentiment. These updates often signal that a customer is continuing the conversation and wants their voice to be heard, especially if their sentiment has changed. A timely and thoughtful response (ideally within 24 hours) shows that your business is not only attentive but also committed to ongoing service improvement.

While it might feel discouraging to see a review change from positive to negative, it’s actually a powerful opportunity to showcase your customer service skills and demonstrate how your business handles feedback with professionalism and care.

Let’s say a guest initially left a positive review, but after a second visit, their experience didn’t meet expectations, and they updated the review to reflect their disappointment. This can feel like a setback, but it’s also a moment to step in, respond thoughtfully, and take meaningful action. That might involve offering a direct apology, resolving the issue privately, or inviting the guest to return – all of which can leave a strong impression.

If the situation is resolved and the guest is satisfied with your handling of the issue, it’s perfectly appropriate to kindly ask them if they’d be open to updating their review again to reflect the positive outcome. Many guests are more than willing to revise their review when they feel genuinely heard, valued, and respected.

When a guest updates a review to reflect a positive resolution, it builds trust with future customers – and shows that your business listens and responds. These success stories become public proof of your team’s dedication to service and readiness to improve. In fact, a review that reflects a resolved issue can be more persuasive than a flawless five-star rating with no backstory.

While it’s true that Google only allows users to leave one review per location, this limitation turns each edit into a meaningful signal: something in their experience shifted, and they cared enough to share it.

That’s why tracking review edits – and responding promptly – is essential. Whether the update is positive, negative, or somewhere in between, your response and your actions can directly influence a guest’s perception of your brand.