Do you not respond to reviews?

Beauty websites, hotels, restaurants, and other businesses often post replies to customer reviews. I worked in the service industry for decades. Of course, positive reviews matter, but I feel it is even more important to respond to negative reviews. When I read a review and think, “I’d hate for something like that to happen,” I want to know how the business plans to respond and what improvements will be made afterward. I’ve also seen questions posted based on reviews from time to time. So, while I’m at it, I’d like to ask: What action was taken regarding the case involving the person from Okinawa who wrote, “If no improvements are made, please terminate my membership instead”? Also, I understand Universe Club says it cannot provide follow-up support. Is this difficult for you as well?