Precise about the finish. Serious about hygiene.

What reviews are about

A customer sees her manicure every day for weeks after the visit, so reviews come both right away and a few days later, when something has gone wrong. They are most often about:

• thanks to a particular technician for the shape, design or neat work;
• chips or the polish lifting after a few days;
• a cut or irritation near the cuticle;
• tool sterilisation and a clean workstation;
• the technician was late, or the booking was moved or cancelled;
• the price of nail art or removing the old polish.

What to keep in mind

• A review is often about a person, not the studio. If the customer names the technician, mention them in the reply so the thanks reach them.
• Do not brush off hygiene complaints. Do not answer with “we are always sterile” as a denial. Calmly describe how you really clean your tools and invite the person to write to you directly to sort it out.
• Offer a free fix or a guarantee on the polish only when your terms really include one. A guarantee invented in a reply becomes a promise.
• Cuts and irritation are close to health. Do not give treatment advice or discuss someone’s skin in public.
• If you work alone, reply in the first person.

For harsh criticism without an argument, see the guide on how to reply to a negative review.

How replies can sound

Demo examples. Each one is a fictional situation, not a MapsReply customer story.

Thanks to a technician, 5 stars

Review

I have been going to Iryna for half a year. This time I had a French manicure with a thin line, and it is in its third week without a single chip. Very neat and unhurried.

Reply

Thank you for sharing! A thin French line that lasts into its third week is the best praise a technician can get. We will pass your words on to Iryna, she will be glad.

Chips after a few days, 2 stars

Review

The polish started lifting on two nails on day four. I did nothing special, just ordinary housework.

Reply

Thank you for writing. Chips on day four are not the result you were counting on. Please send us a private message with the date of your appointment and the technician’s name so we can find out what went wrong and agree how to fix it.

A hygiene complaint, 1 star

Review

I did not see the tools being taken out of a sealed pouch. Maybe they were cleaned, but I felt uneasy the whole visit.

Reply

Thank you for telling us. Feeling at ease during a treatment matters as much as the result. We clean and sterilise metal tools after every client and open the pouch in front of you. Please send us the date of your visit so we can check why you did not see it this time.

By default, reviews rated 1-3 stars wait for your approval. You can edit the draft in your workspace or Telegram. You turn automatic replies on separately and choose which ratings they cover.

What to add to your settings

• List your technicians, services (manicure, pedicure, extensions) and how to book.
• Describe how you clean your tools so that replies about hygiene rest on your real process.
• Add a rule: do not promise a free fix, a refund or a discount without your decision.
• Add a rule: do not give advice on treating skin or nails.

From your first location to everyday work

Connect a Google location, complete your MapsReply business profile and choose a tone. Your trial starts once you have connected and selected your first location. It lasts 14 days or 20 replies, whichever comes first, and covers new reviews only. Older reviews are available with a paid subscription, within its allowance.