Reply examples
Replying to reviews: examples for positive and negative reviews
How to reply to 5, 4, 3 and 1–2 star Google reviews: the formula of a good reply, examples for different industries and phrases to avoid.
Updated
A good reply to a Google review is short and specific: the reviewer’s name, a thank-you and a detail from the review itself. For a negative review, add an apology for the exact problem described, what you changed and a contact for a conversation. Below are example replies to 5, 4, 3 and 1–2 star reviews, to a review with no visit behind it and for different industries. Take the structure, not the wording: customers notice identical replies.
What a good reply is made of
Google advises writing politely and concisely, personalising the reply and signing it with your name or initials. In practice that is six parts:
For a positive review the first two or three parts and a signature are enough. A negative review needs all six.
All examples in this article are demonstrations: names, businesses and situations are made up.
Replies to positive reviews: examples
Google advises against sending everyone the same “thank you” and suggests replying to the point. So even for five stars, add a detail: the stylist’s name, the dish, the service.
5★, no text.
Thank you for the five stars! We are glad you enjoyed your visit. See you again. Iryna, front desk.
5★, Oksana: “Maria is the best! My manicure has lasted three weeks already.”
Oksana, thank you! We will pass your words on to Maria, she will be delighted. Three weeks is exactly what we aim for. See you soon! Iryna, front desk.
4★, Dmytro: “Loved everything, but couldn’t pay by card.”
Dmytro, thank you for the review! The card terminal really was down that day, sorry about that. It has been fixed, so next time you can pay by card. Serhii, manager.
Reply to a neutral review: example
For three stars, thank the reviewer for the good parts, answer the remark honestly and give practical advice if there is any.
3★, Natalia: “Tasty, but very loud and crowded, we couldn’t talk.”
Natalia, thank you for telling us, and we are glad you liked the food. Friday evenings really are busy. If you prefer it quieter, come on a weekday before 6 pm or book a window table by calling the number in our profile. Olha, manager.
Replies to negative reviews: examples
Apologise for the specific problem, not for “any inconvenience”. Say what you changed only if it is true. Move the details to a private conversation.
1★, Ihor: “Promised by noon, handed back in the evening, and the bill was higher than quoted.”
Ihor, sorry that your car was returned half a day late and that the total was higher than quoted. You should have heard about it from us straight away, not at the till. Please call the number in our profile and we will go through the bill with the mechanic. Vitalii, service manager.
2★, Anna: “The receptionist was rude when I asked about the price again.”
Anna, thank you for writing, and sorry for that tone: it should not happen. We have discussed this with the team. If you are willing to tell us more, please call the number in our profile. Iryna, salon owner.
1★, no text.
We are sorry your visit disappointed you. We would be grateful if you told us what happened: the phone number is in our profile. Serhii, manager.
When to report and when to reply, and what to do if the facts are unclear, is covered in the guide what to do with a negative Google review.
Reply to a review with no visit behind it
If there is no such customer in your records, do not accuse the reviewer in public. Facts without emotion and an invitation to talk:
1★, Mykola: “Terrible service, never again!”
Thank you for writing. We could not find a visit under this name in our records, so please call the number in our profile and tell us the details. Oleh, front desk.
If the review looks fake, report it as well: how to remove a Google review.
Reply examples for different industries
Café
5★, Maksym: “Best flat white in the area and really friendly baristas.”
Maksym, thank you! We will pass it on to the team, they will be pleased. See you for the next coffee. Olha, owner.
Dental or medical clinic
Do not publicly confirm that the person was a patient, and do not discuss treatment in the reply.
2★: “Waited a long time despite my booking, and the doctor didn’t explain the cost.”
Thank you for the review. We are sorry the wait and the conversation about cost left this impression. We cannot discuss details in public, so please call our front desk on the number in our profile. Clinic front desk.
Hotel
4★, Viktor: “Clean room and a tasty breakfast, but the Wi‑Fi in the room barely worked.”
Viktor, thank you for the kind words about the room and breakfast. Sorry about the Wi‑Fi: the signal on your floor is weak, and we are installing an extra router. We would be glad to welcome you again. Andrii, hotel front desk.
Fitness studio
3★, Yulia: “Great workouts, but there is always a queue for the showers in the evening.”
Yulia, thank you for the review and the kind words about the workouts. The evening shower queue is a real problem, so we moved group classes by 15 minutes so the groups no longer overlap. Let us know next time whether it is better. Kateryna, studio manager.
More examples for barbershops, salons, car services, restaurants and other businesses are on the pages for different businesses.
Phrases to avoid
- “Thank you for the review!” and nothing else: template replies put off 50% of consumers (BrightLocal 2026, US).
- “We are sorry you feel that way”: it sounds like disagreement, not an apology.
- “That cannot be true” or “you are lying”: discuss disputed points privately.
- Discounts and promotions in the reply: Google advises against mentioning offers.
- Customer details: what they ordered, when they came, their phone or surname.
How to reply quickly without templates
Keep a few examples of your own, like the ones in this article, and add a detail from each review every time. Reply to reviews regularly: how much time you have to reply.
So you do not write every reply from scratch, you can draft a reply to your review for free. MapsReply also notifies you about new reviews and prepares a draft reply in your business’s tone, while 1–3 star reviews wait for your approval by default. More about MapsReply.
Frequently asked questions
Should I reply to a rating with no text?
It is not required, but a short reply shows you read every review. For one or two stars with no text, it is worth replying and asking what happened.
Can I use the same reply text every time?
Better not. Google advises personalising replies, and according to the BrightLocal 2026 survey, template replies put off half of consumers.
Can I address the reviewer by name?
Yes, by the name the review is signed with. Do not mention any other customer details in the reply.
Which language should I reply in?
Usually the language of the review, so both the reviewer and other readers understand the reply.
Can I change my reply later?
Yes. The profile owner can edit or delete their reply. If the problem is solved, add one sentence to the reply.
Sources
- Tips to get more reviews, Google Business Profile Help.
- Manage customer reviews, Google Business Profile Help.
- Local Consumer Review Survey 2026, BrightLocal, 1,002 US adults.
The advice was checked against Google’s help on 5 November 2026.