There isn’t a business owner alive who likes seeing a negative review posted online about their company. For camp owners in Pennsylvania, it can be especially worrisome since parents often read the reviews when deciding where to send their kids to camp. A negative review might result in some children going elsewhere next summer.
The problem is particularly unfortunate for camp owners when the review is written by a parent who simply is angry because they applied too late and the camp was full; the negative slam might have been written by a parent who didn’t understand the camp’s cancellation and refund policy; occasionally, it might even originate with a competitor eager to damage a rival’s reputation and business.
Regardless of the source of a bad review, it is important to know how to respond. To adapt a slogan from an ad campaign, like diamonds an online review can be forever.
How Review Platforms Like Hipcamp Factor Into Reputation
While sites like Yelp and Google Reviews dominate the conversation, newer platforms like Hipcamp are playing a bigger role in camp reputation management — especially for camps that offer rustic accommodations, family weekends, or glamping-style experiences.
Understanding how to leave a review on Hipcamp — and how to monitor, respond to, and report suspicious or harmful reviews — is now an essential part of managing your online presence. Reviews left on Hipcamp may not only influence families looking for more immersive or nature-based camping options but can also carry weight in future bookings, especially if your camp lists rental cabins or tent sites separately from your main programs.
Make sure your staff is familiar with how these platforms work. Some camp owners even include links or review prompts in their post-season communication. This helps shape a more accurate online narrative — one rooted in real experiences.
Rule 1: Respond Quickly
As in many other walks of life, the best defense against a negative review is a good offense. It is imperative to respond quickly to a negative review – within 24 hours is best. Ignoring any bad review won’t make it go away and may leave other readers wondering if the complaint is valid.
Remember, though, that your offense should not be offensive.
According to Darnell Holloway, Director of Business Outreach at Yelp which is one of the major online review sites, when a camp owner responds to a negative review they should begin by thanking the reviewer for their feedback. Then, respond to each of the points raised by the critic in a positive way. End your response by offering to continue the conversation off-line.
If the complainer is legitimate, the chances are high they’ll be willing to continue speaking with you. If it is a fake complaint, it will be the end of the discussion.
Building a Long-Term Review Strategy
One bad review shouldn’t derail your brand — especially if it’s surrounded by dozens of positive, recent testimonials. The most effective way to control your camp’s digital reputation is to create an online review strategy that generates consistent, authentic feedback from satisfied families.
Here are a few ideas to get started:
- Encourage families to leave reviews right after camp ends, when the experience is fresh.
- Add a review prompt to your email newsletter or registration confirmation page.
- Highlight quotes from positive reviews on your camp’s website and social media.
- Assign a staff member to monitor major review platforms and respond within 24–48 hours to any feedback.
By actively shaping the conversation, you reduce the impact of occasional criticism and demonstrate transparency. Our team at Sherr Law Group regularly advises clients on camp reputation management strategies, especially those looking to protect both their digital footprint and long-term brand integrity.
Four More Ideas for Handling Negative Camp Reviews
As camp liability lawyers in Pennsylvania, we do receive calls from owners after they have received a negative review wanting to sue the person who placed the item online. But it is far better to keep a level head and deal with the matter at the review site.
Besides responding quickly and positively, here are four more specific tips in dealing with a negative review.
1 – Stay Level Headed. It won’t do your camp any good if you yell back at a critic; parents are likely to wonder if you’d yell at their children, too. Keep the bigger picture in mind. Saying anything that is even slightly accusatory will reflect badly on you.
2 – Take Responsibility for the Alleged Problem. It’s not easy to do when a negative review appears but you have to take responsibility for your business. After thanking the critic for taking a moment to write, say something along the lines of “As the owner of the camp, I strive to provide a positive experience for all of our campers and their parents and I am sorry you are unhappy.” Showing that you are both responsible and apologetic will show other readers that you are committed to addressing any problems that arise.
3 – Offer to Fix the Issue. Even though the criticism may be totally false, showing that you want to take steps to make up for the problem signals that you are genuinely concerned. But don’t offer anything specific in your reply. Instead, suggest having a phone call to discuss the matter further. As Pennsylvania camp liability attorneys, we always recommend offering a solution in a private conversation so that others won’t think, “If I complain, I’ll get something back.”
4 – Turn the Problem into a Positive. Take part of what the person said and use it to frame your reply with a positive spin. A reply that includes “I am so sorry your children had a bad experience. We’ve been running the camp for 15 years and even though we’ve had more than 2,000 happy campers in the summer, one or two exceptions to our high standards are likely to arise as regrettable as that may be.”. Then make the offer to discuss the problem by phone or email.
Recovering After a Tough Review Without Escalating
When a review feels deeply unfair — or is factually inaccurate — your first instinct may be to push back publicly. But in most cases, taking a calm, professional approach leads to better long-term outcomes for your camp’s reputation. A frustrated parent who sees your thoughtful response may soften their position, revise their review, or even remove it entirely.
If you’re unsure how to respond, a PA camp liability lawyer can help draft a message that protects your interests while maintaining your reputation. Remember, how you handle criticism says just as much about your business as the original complaint.
At Sherr Law Group, we often remind our clients that the goal is not just to resolve one bad review — it’s to reassure current and future families that your camp takes safety, communication, and feedback seriously. A well-crafted, empathetic response reflects professionalism and builds trust with those still deciding where to send their children next summer.
Bad Review: An Upside to the Downside
While everybody wants to receive nothing but positive reviews, Yelp’s Holloway cites research that indicates a camp receiving all ***** reviews and praise makes people wonder if the positive ratings have been put up there by people working for the business. As long as you take a positive approach in responding to negative review, it can work in your favor.
Partner with Legal Counsel for Review Preparedness
Even the best-run camps can face reputation risks — especially in today’s always-online environment. That’s why it’s smart to have legal support before issues escalate. Whether it’s evaluating a review’s legality, drafting a professional public response, or advising on takedown procedures, having a PA camp liability lawyer in your corner helps ensure you’re protected.
At Sherr Law Group, we work with camp directors throughout Pennsylvania to proactively prepare for reputation-related concerns. Our services include pre-season policy reviews, legal guidance on handling sensitive parent communications, and direct legal support if a post threatens your camp’s good name.
As a trusted lawyer for camp owners, we understand both the business realities of running a camp and the legal frameworks that protect your operation. If a review — or a reviewer — starts to cross the line, don’t wait until your enrollment suffers. Reach out to our team for practical, responsive legal support that helps you stay focused on what matters: running a safe, joyful, and successful camp.
As camp liability lawyers in Pennsylvania, we’d be happy to answer any questions you might have if your camp is the target of a fake online review. Feel free to call us at 484.591.3000.
