Google review response templates, by trade and situation.

Why use a Google review response template?

Replying to every review takes time, especially when you are alone behind the counter or out on a job. A response template saves you from the blank page: the structure is already there, the tone is right, and all you have to add is the detail that makes the reply personal. It helps most with negative reviews, when emotion pushes you to defend yourself or reply too fast.

The templates on this page were written for neighbourhood businesses: restaurant, bar, bakery, hair salon, beauty salon, tradesperson, garage, hotel, shop and healthcare practice. Each trade has its own words (“your meal”, “your appointment”, “our work”, “your stay”) and its own concrete fixes to offer when a customer is unhappy.

Template for replying to a positive Google review

A 5-star review deserves a real thank you, not just “thanks!”. Pick up the detail the customer mentions, name the team and invite them back. Here is a restaurant template, warm tone:

Hello [First name], What a pleasure to read your review! Thank you for taking the time to share your experience. We are delighted you loved [the detail the customer mentions]: that is exactly what keeps the whole team, front of house and kitchen going every day. We look forward to seeing you again on your next visit! Best wishes, [Your first name], [business name]

For a 5-star review with no comment, two sentences are enough. Example for a hair salon, concise tone:

Thank you, [First name], for your 5 stars! See you soon. [Your first name]

Replying to a negative review: example and method

A good reply to a negative review always has four steps: thank the customer for writing, say you are sorry about their experience without a long justification, explain in one sentence what is being done, then offer to talk privately. Example of a reply to a negative review about waiting, for a bakery, professional tone:

Dear [First name], Thank you for your review, and please accept our apologies for the queue in the shop. At peak times, we are reorganising the shop so that we can serve you faster. We remain available on [phone] if you would like to discuss it. Kind regards, [Your first name], [business name]

On price, explain what your price includes, without apologising for charging it. Example for a garage, warm tone:

Hello [First name], Thank you for taking the time to write to us. We understand that price matters, and we want to be open about it: our prices cover quality parts and the labour needed, itemised on every quote. We are sorry the value for money did not convince you during your visit to our garage, and we hope to have the chance to change your mind. Best wishes, [Your first name], [business name]

Notice what never appears in our templates: point-by-point rebuttals, sarcasm, details of the customer’s order or invoice, and phrases that concede everything before the facts are checked. The reply is public: it speaks to future customers as much as to the author of the review.

What to reply to a 3-star or mixed review?

The 3-star review is often the most useful: the customer liked part of the experience and tells you what bothered them. Start with what they liked, then show that the criticism was heard and passed on to the team. Example for a hotel, warm tone:

Hello [First name], Thank you for taking the time to write to us. We are glad you liked [the positive point], and we are sorry that [the negative point] did not live up to your expectations. Your comments have been shared with the whole hotel team, and we would love the chance to change your mind on your next stay. Best wishes, [Your first name], [business name]

How to reply to an unfair or fake review?

Sometimes a review describes a visit you cannot find any trace of, or impossible facts (a closing day, a product you do not sell). Reply anyway, calmly: readers will see you are acting in good faith. Give a verifiable fact, accuse no one, and invite the author to contact you. Example for a tradesperson, professional tone:

Hello, We have read your review carefully. The facts described do not match what we have been able to check [factual detail, for example: we are closed on Mondays]. We nevertheless remain available on [phone] to talk and understand what happened. Kind regards, [Your first name], [business name]

If the review breaks Google’s rules (fake review, abusive language, conflict of interest), also report it from your Google listing. Our guide how to reply to Google reviews explains the process.

Healthcare practices: confidentiality first

Doctor, physiotherapist, dentist, osteopath: a public reply must never confirm that someone came to the practice, or mention a treatment, diagnosis or appointment. Our healthcare templates stay deliberately general and invite people to call the practice. Example, professional tone:

Dear [First name], We have read your message carefully. Bound by professional confidentiality, we cannot discuss any individual situation online or confirm whether someone has been seen at the practice. Making everyone feel welcome matters to us, and your comment has been shared with the whole practice team. Please contact the practice on [phone] so that we can discuss it. Kind regards, [Your first name], [business name]

Which tone should you use for your replies?

Keep the same tone from one review to the next: it is your voice, the one customers will recognise. In the Voxtya app, this setting applies to every reply AI drafts for you.

Best practices for replying to Google reviews

1. Reply to every review, positive and negative. Google encourages it in its help for business owners, and customers see that you read everything.
2. Reply quickly, ideally within two or three days, but never in the heat of the moment.
3. Personalise: a name, a dish, a service, a detail. Never paste the same reply word for word.
4. Keep it short: three to five sentences are enough. Long justifications sound defensive.
5. Move to private for anything about an order, an invoice or a complaint: give a phone number or email.
6. Only promise what you will deliver: no discount, gesture or refund you have not decided on.
7. Proofread before publishing: spelling, name, tone. A reply can be edited, but it is read as soon as it is live.

Templates or AI generator: which one to use?

Both tools are free and work together. This library gives you a base written in advance, ideal to understand what a good reply looks like, build your own phrases and reply to short reviews. The AI review reply generator reads the exact review you paste and writes a tailored reply, useful for a long, detailed or delicate review. And when you get several reviews a week, Voxtya review replies drafts each reply as soon as the review arrives, following your instructions.

To go further, read our complete guide on replying to Google reviews and our guide to getting more Google reviews.