Google review reply examples: 20 templates for positive, neutral and negative reviews

1. 5★, short and general

Thank you so much, [Name]! We're really glad you enjoyed your visit. See you again soon.

2. 5★ that praises a staff member

Thank you, [Name]! We've passed your kind words on to [Staff name] — it made the team's day. We look forward to welcoming you back.

3. 5★ that mentions a product or service

Thanks, [Name]! So happy you loved the [product/service]. It's one of our favourites too. Next time, try the [other product/service] — we think you'll like it.

4. 5★ from a regular customer

[Name], thank you for coming back again and again — customers like you are why we love what we do. See you next time!

5. 5★ after a first visit

Welcome, [Name], and thank you for choosing us for your first visit! We're glad it went well and hope to see you again soon.

6. Stars only, no text

Thank you for the great rating, [Name]! We appreciate you taking the time, and we look forward to your next visit.

7. 4★ with a small suggestion

Thank you for the feedback, [Name]! Glad you enjoyed [what they liked]. Good point about [suggestion] — we're looking into it. Hope to give you the full five stars next time.

8. 3★, mixed experience

Thanks for the honest review, [Name]. We're happy [positive part] worked for you, and sorry that [issue] didn't meet expectations. We'd love another chance to get it all right.

9. 3★ about waiting time

Thank you, [Name], and sorry for the wait. [Day/time] was busier than usual, but that's no excuse — we're adjusting staffing for those hours. We hope your next visit is quicker.

10. 4★ about price

Thanks for your review, [Name]. We understand price matters; we use [reason, e.g. fresh ingredients / certified parts] and try to keep it fair. Glad you liked [positive part].

11. 1–2★ about service

[Name], we're sorry about your experience — that's not the service we aim for. We'd like to understand what happened and make it right. Please contact us at [phone/email].

12. 1–2★ about a product or result

Thank you for telling us, [Name], and we're sorry the [product/service] wasn't up to standard. Please reach us at [phone/email] so we can look into it and sort it out.

13. 1–2★ about a long wait

We're sorry you waited so long, [Name], and that no one kept you updated. We're reviewing how we handle busy times. We'd like to make it up to you — please get in touch at [phone/email].

14. 1–2★ about a rude staff member

[Name], we're sorry you felt you weren't treated with respect. That isn't acceptable to us and we're looking into it with the team. Please contact [manager name] at [phone/email].

15. 1–2★ where the facts are wrong

Thanks for your feedback, [Name]. We'd like to clarify that [fact, calmly stated]. We're sorry for any confusion and happy to talk it through at [phone/email].

16. You can't find any record of the customer

Hello [Name], we take every review seriously but can't find a record of your visit. Could you contact us at [phone/email] with the date so we can look into it?

17. The review is about another business

Hello [Name], thanks for your review. We think it may be meant for another business — we don't offer [service]. If we're wrong, please contact us at [phone/email].

18. The review is in another language

Reply in the reviewer's language, using any template above. Customers notice the effort, and it reads as personal rather than automated.

19. A positive review that's very old

Thank you, [Name] — sorry this reply is so late! We still appreciate it, and we'd love to welcome you back.

20. A customer updated a bad review after you fixed it

Thank you for giving us another chance, [Name], and for updating your review. We're glad we could put it right.