Example replies
Before you copyEdit every reply to fit: only promise actions, refunds or policies that are true for your business, and replace anything in [brackets].
We cancelled, short notice (roofer)
[Name], I'm sorry we cancelled your roof repair the morning of. A crew member was injured on another site and we couldn't staff your job safely. That's a reason, not an excuse, and you deserved more notice. We now call customers the evening before if there's any doubt. My number is [phone]. [Owner]
We cancelled, no reschedule offered
Hi [Name], you're right to be frustrated. We cancelled and then didn't follow up to rebook, which left you stuck. That shouldn't have happened. Our office now rebooks every cancelled job within 24 hours. Please call [phone] if you'd still like us to come out.
Weather cancellation (landscaper)
Thanks for the review, [Name]. We postponed your patio pour because of the storm forecast, since concrete poured in heavy rain can crack and fail. We should have explained that clearly instead of sending a one-line text. We've changed how we communicate weather delays. Happy to talk at [phone].
Customer cancelled, fee charged
Hi [Name], we understand the cancellation fee was frustrating. Our policy asks for 24 hours' notice because a late cancellation means a stylist's time goes unused. It's listed when you book, but we know it can be easy to miss. If there were circumstances we should know about, please call me at [phone]. [Owner]
Movers, truck broke down
[Name], I'm sorry. Our truck broke down on the way to you and we called with only an hour's notice, on a day you'd already handed back your keys. We've since set up a standby rental agreement so a breakdown doesn't cancel a move again. Please call me at [phone]. [Owner]
Caterer, overbooked
[Name], I owe you an apology. We overbooked that weekend and cancelled your order, which is the worst thing a caterer can do to a client with an event coming. We've put a hard cap on bookings per day. I'm sorry, and I'm glad to talk at [email]. [Owner]
A cancellation feels like a broken promise
When you cancel a job, the customer has usually rearranged their day, taken time off, cleared a room or lined up guests. Even if the reason was unavoidable, the experience on their side is that you said you’d come and didn’t. That’s why cancellation reviews tend to be angrier than the inconvenience alone would suggest.
When you cancelled
Start with the apology, and own the cancellation as yours. Then give the reason in one honest sentence. Weather, an injured crew member, a supplier failure and overbooking are all things readers understand, provided you don’t hide behind them.
Next, say what you’ve changed. The most common real failure in cancellation reviews isn’t the cancellation itself, it’s the communication around it: a late text, no explanation, no offer to rebook. Fixing that is in your control. If you now call the evening before, rebook within a day, or cap daily bookings, say so.
Keep staff details general. “A crew member was injured” is enough; their name and condition are not your customer’s business or the internet’s. Clinics and other appointment-based practices have a stricter limit: the reply can’t confirm the person was booked at all. The healthcare replies page has wording for that.
When the customer cancelled
These reviews are usually about a fee or a lost deposit. The reply needs to be calm and short. State the policy, the reason behind it, and where it’s shown when people book. Leave room for circumstances you don’t know about. Avoid “as clearly stated in our terms,” which reads as a lecture, and don’t post the customer’s booking details to prove they were told.
You don’t have to waive the fee. But if you decide to make an exception, do it privately and not as part of a deal about the review. Google strictly prohibits offering anything in exchange for changing or removing a negative review.
If it doesn't work
- The reviewer was never booked with you: it may be a mix-up or fake. Report it if you can show it doesn't describe your business.
- They're angry about a cancellation fee you won't waive: explain the policy once, kindly, and stop there.
- They want a refund of a deposit: handle that privately and don't link it to their review.
Questions owners ask
How much should I say about why we cancelled?
One honest sentence. Readers mostly want to know that you didn't cancel carelessly and that it won't happen to them. Don't share private details about staff, such as health issues, beyond a general description.
The customer cancelled, not us. Should I say that?
You can describe your cancellation policy and why it exists, but avoid lines like "you cancelled, not us." Explain the rule calmly and offer to talk. Arguing over who was at fault rarely helps your profile.
Can I report a review about a cancelled job?
Only if it breaks a policy. Google says reviews are eligible for removal only if they violate its policies, and disputes between businesses and customers aren't grounds on their own.
Sources
- Prohibited and restricted content (support.google.com)
- Report inappropriate reviews on your Business Profile (support.google.com)
Checked 13 Nov 2026. When the platform changes its process we update this page and log it in What changed.