Why reply
Your reply is read by the customer, but above all by future customers comparing several businesses. It shows that someone looks after the listing, and how you react when things go less well.
The structure that works
- 1
Say thank you and mention one specific point from the review (the dish, the waiting time, the person who served them).
- 2
Answer the substance: confirm what went well, or acknowledge what didn’t work.
- 3
End with a concrete next step: an invitation to come back, or a way to contact you to sort the problem out.
Keep it short. Two to four sentences are enough.
Template: positive review
“Thank you so much [first name] for this feedback! We’re glad [specific point] was to your liking. The whole team will be happy to see you again soon.”
Template: negative review
“Hello [first name], thank you for taking the time to write to us. We’re sorry that [problem] spoiled your visit: it’s not the standard we want to offer. Could you write to us at [contact] so we can look into it together?”
Don’t write details about the order or the person in a public reply, and don’t promise compensation you can’t deliver.
To avoid
Replying in the heat of the moment, accusing the customer of lying, copy-pasting exactly the same reply under every review, or giving out personal information.
If the review looks fake or off-topic, don’t fight in public: see the guide on unfair reviews.
More templates
Four replies to positive reviews, five to negative ones and three to fake or unfair ones, with the customer’s first name and your business name filled into the text. Free, no account.
See the 12 templates