Yes, sometimes it’s to your advantage not to comment at all.

If you’re upset, you might write something that will reflect poorly on your business. Wait until you’ve had some time to think about a review; there may be legitimate concerns brought up in the review that you can address in a constructive way.

We always recommend trying to resolve issues through direct messaging first. If you feel a public comment is necessary, present your case as simply and politely as possible, and do not attack the reviewer under any circumstances. Remember that potential customers will be reading your comment and you want to leave them with a positive impression of your business.