This is even more important than responding to positive reviews. You have a very short window to make it right for customers who had a bad experience before they'll write you off completely.

Plus, the quicker you address the concern the less time they'll have to tell all their friends and family about their bad experience. If they receive a genuine response from the owner, it is much less likely they'll still go around and tell all of their friends about their bad experience.

In fact, they might even mention that you've expressed concern about their situation.