Lashon Ho'rah: Posting Negative Reviews

Is it Lashon Ho’rah to post a negative review?

Thank you for your question.

Reviews are a very powerful tool when it comes to making a decision about whether to buy a product or to book a certain hotel. They help you make an informed decision about whether you will receive the product as it is described on the platform. Nowadays, it’s very easy to use Photoshop and other programs to tweak pictures and give incorrect details. It’s only through the reviews of previous customers, who share their experiences, that one can really know if the company is legitimate and what to be aware of. Therefore, writing reviews could even be considered a mitsvah of saving others from being taken advantage of.

First, there is the mitzvah of 'ואהבת לרעך כמוך' to treat your friend as you would want others to treat you, and everyone appreciates reading reviews, especially if the review saves them from losing money.

Additionally, there is the commandment of 'לא תעמוד על דם רעך' . If a person knows that someone is about to be robbed, it is their obligation to warn him of the impending danger, as it is written in Sifroh (Parshat kedoshim, Parsha 2 Chapter 4):

ומנין שאם אתה יודע לו עדות אין אתה רשאי לשתוק עליה תלמוד לומר לא תעמוד על דם רעך, ומנין אם ראית טובע בנהר או ליסטים באים עליו או חיה רעה באה עליו חייב אתה להצילו בנפשו תלמוד לומר לא תעמוד על דם רעך,

'How do I know that if a person knows a witness who can help his friend, one must not stay quiet? Since it says, "Do not stand by the spilled blood of your friend." And how do I know that if I see a fellow drowning in the sea or robbers coming to attack him, I am obligated to save him? It is because it is written, "Do not stand by the spilled blood of your friend."

So, we see that saving a person from a loss can actually be a mitsvah. However, it is important to be knowledgeable about how to do it correctly since it is easy to make a mistake, and then this may fall under the category of lashon hara. Therefore, it's important that we learn the Halachot clearly.

Not for revenge:

The first thing to know is that when a person has a negative experience—for example, if the hotel he booked for his holiday was not as expected, the rooms were not cleaned properly, etc., and he spent a lot of money and it didn’t work out as he expected, he may decide, "That’s it, I will show them, I’m going to write such a negative review!" This kind of thinking is forbidden. The Torah writes 'לא תקום' (do not take revenge) against someone who may not have treated you with the respect you deserve.

Judging favorably:
We also have an obligation of 'הוה דן את כל אדם לכף זכות' one is obligated to judge others favorably and not rush to negative conclusions. Therefore, one should first consider that perhaps this was a one-off experience or that it occurred at a bad time and is not indicative of their usual way of working.
So, when it comes to posting a negative review, we need to analyze whether we are doing it out of revenge, or if we genuinely want to help another person. Also, one must consider whether this experience was a one-off episode or if it is their way of conning people.

The seven conditions

The Chafets Chaim, in his sefer Shemirat HaLashon (Klal 9,1), writes seven conditions that one must assess before one may divulge lashon hara le'toeles (to help others)

1. The person himself must have had the bad experience. If, however, he only heard from someone else about the terrible service, this would not permit him to write a negative review.

2. One has to assess whether it was really bad service or if they were expecting something that does not exist and was not offered. Very often, people expect more than what they deserve.

3. A person should first speak to the violator in a respectful way to advise them about changing their practices, as they may not have realized the problem. If, however, one knows that there is no one to talk to or that they will not listen, then one is not obligated to bring it up with them.

4. Not to exaggerate the problem but to write it accurately and exactly the way it was.

5. One should not have intentions of revenge or hatred against the people one is writing about; rather, one should write solely with the intention of helping others. Additionally, one should be certain that this information will bring benefit to others.

6. If there is another way to save others other than publicizing it, then one is obligated to pursue this option first

7. Not to bring about a loss more than Beis Din would have punished him.

Therefore, having gone through the conditions above, one should first warn the seller (as per conditions #3 and #6) about your intention to write a negative review. Only then, if the seller continues to violate agreements and act dishonestly, may one write a negative review. For example, on websites like eBay, one can first inform the seller that they were not satisfied with the product and explain why. Then, the seller has the opportunity to acknowledge the mistake and either remove the product or improve it, and might even compensate the customer.

Wishing you well.

Sifra, Parshas Kedoshim, Parsha 2, Chapter 4

Shemiras Ha'lashon by Chafetz Chaim, Klal 9,1