Google review response templates, ready to personalise.

When to use it: The customer mentions a dish, a product, a piece of advice or a team member.

[The detail mentioned] clearly made your visit, and [the person or team concerned], who put a lot of care into it, will be glad to hear it. Thank you for taking the time to write. [First name], for the [Business name] team

What to personalise: Rephrase the detail in your own words rather than copying the customer's. Something new that relates to it (the autumn menu, new opening hours) fits in half a sentence.

When to use it: “Perfect”, “Great, recommend”: nothing specific to pick up on.

Five stars and a recommendation: thank you from the whole [Business name] team. We look forward to seeing you again. [First name]

What to personalise: Do not invent a detail the customer did not give. Vary the wording from one review to the next: twenty “Thanks, see you soon” in a row stand out on a profile.

When to use it: The customer says they come often, or have for years.

Thank you for coming back for [what they enjoy] for [three years, ten years…]: the whole team knows you well, and that loyalty means a lot to us. See you soon at [Business name]. [First name]

What to personalise: Show that you recognise them without revealing anything private: no surname, no details of their orders or stays.

When to use it: They liked it overall, one thing disappointed.

Thank you for [what they liked], and for being frank about [the point to improve]: it is a fair remark, and we have passed it on to [the team concerned]. We hope to show you the difference on your next visit. [First name], [Business name]

What to personalise: Do not skip the reservation: it is what future customers read. Announce a change only if it is real.

When to use it: Good and not so good, in equal measure.

We are glad about [the positive point], and sorry that [the negative point] weighed on your [meal, stay, visit]. [What you are doing about it, in one sentence.] Thank you for such a detailed review. [First name], [Business name]

What to personalise: One sentence of context is enough (“a Saturday with two people on the floor instead of four”), without blaming the customer or a supplier.

When to use it: Slow service, a queue, a late delivery or call-out.

We are sorry about [the wait described]: that is not the service we want to offer. [What happened, or what is changing, in one sentence.] If you would like to talk it through, write to us at [email address]. [First name], [Business name]

What to personalise: Repeat the length of time the customer gives without disputing it. Give a precise contact, an address or a number, rather than a vague “feel free to contact us”.

When to use it: A cold dish, a damaged product, a job not done right.

[The dish or product] should never have reached you like that, and we apologise. We have gone over [what was checked] with the team. So that we can put things right, contact us at [email address or phone number]. [First name], [Business name]

What to personalise: Do not offer a goodwill gesture in public: decide it in private, or every negative review becomes a request for a discount.

When to use it: The customer complains about a team member.

We are sorry that the welcome [when or in what circumstances] left you with that impression: everyone should feel well received at [Business name], and we have discussed it with the team. If you would like to tell us more, write to us at [email address]. [First name], [role]

What to personalise: Do not name the employee, do not defend them in public and do not give your version of events: that is handled internally. Sign as the person in charge.

When to use it: The customer finds the bill or the quote steep.

Thank you for telling us that [the service or dish] seemed expensive for what you received. [What explains the price, in one sentence.] The price has to be justified on every visit, and your remark helps us make sure it is. [First name], [Business name]

What to personalise: A concrete reason (fresh produce, a Sunday call-out, original parts) beats a speech about quality. Never imply that the customer did not understand.

When to use it: Wrong item, something missing, an incorrect amount.

[The mistake described]: the mistake is ours, and we apologise. Write to us at [email address] with [the date of your visit or your order number], and we will put it right. [First name], [Business name]

What to personalise: Admitting an obvious mistake costs less than arguing about it. Never publish an amount, an order number or the customer's name.

When to use it: Stars, but not a word.

Your [four or five] stars have reached us: they are an encouragement for the whole [Business name] team. Thank you, and see you soon. [First name]

What to personalise: Keep it short: the customer wrote nothing, so a ten-line reply would be odd. Do not ask them to say more.

When to use it: A poor rating, with no explanation.

We are sorry that your [visit or order] did not live up to your expectations. Without knowing what happened, we cannot put it right: if you wish, write to us at [email address]. [First name], [Business name]

What to personalise: No reproach along the lines of “a shame you did not write anything”: readers judge your composure, not the rating.

When to use it: You find no trace of this visit or this order.

We cannot find [your booking, your order or your visit] on the date given, and we would like to understand what happened. Write to us at [email address] and we will get back to you. [First name], [Business name]

What to personalise: Do not accuse the author of lying. If it is a fake review, report it to Google, which only removes reviews that break its rules; the public reply stays sober.

When to use it: You found a solution with the customer after their review.

Thank you for taking the time to talk with us after your [visit or order]: we are glad we could [the solution found]. [What has changed since, if anything.] [First name], [Business name]

What to personalise: Update your first reply so that it tells the rest of the story. Do not ask the customer to change their rating: that is their decision.