Not every negative review should be answered the same way. A simple framework for legitimate complaints, misunderstandings, and bad-faith posts.
Platforms will not remove reviews simply because they are unflattering. What you control is the response, and the response is read by far more people than the reviewer.
Type one: a legitimate service failure
Acknowledge it specifically, state what you are doing about it, and move the conversation to a direct channel. Do not argue the facts in public even when you are right on them.
Type two: a misunderstanding
Clarify calmly and briefly, without implying the customer was careless. Future readers are judging your tone more than the dispute.
Type three: bad faith or mistaken identity
Respond once, factually and without heat, and report it through the platform's process if it violates policy. Then let recent genuine reviews do the rest.