Review response examples and templates

The review response examples below cover the kinds of reviews a local business sees regularly: short five-star ratings, detailed praise, mixed feedback and complaints. Each example comes with a short note on why it works, and the last section collects short templates you can adapt. Replace everything in brackets and change the wording so it sounds like your team.

How to use these templates

Templates save time, but readers notice when every reply is the same. Google's Tips to get more reviews page, which also covers replies, suggests focusing on replies that add something instead of sending the same "thank you" to everyone. It also asks for replies that are professional, short and conversational rather than promotional.

A few habits keep templated replies personal:

• Add one detail from the review: a dish, a product, a staff member, a problem.
• Reply in the language the review was written in.
• Keep the sign-off consistent, such as a first name and role, or "The [Business name] team".
• Leave out promotions, keywords and links.
• Never offer anything in exchange for a review or a changed review. Google's prohibited and restricted content policy treats incentives for posting, revising or removing reviews as a violation.

For the basics of where and when to reply, see how to respond to Google reviews.

Positive review response examples

Responding to positive reviews is quick, which is why these replies often end up generic. One line about what the reviewer actually wrote keeps them personal.

Praise for a staff member

Example reply: Thank you, [Name]. I'll pass your message on to [staff member], who will be glad to hear it. We're happy the [service or visit] went smoothly. [Your first name], Manager

Why it works: it passes credit to the person the reviewer named.

Praise for a specific product or dish

Example reply: Thanks for the kind words, [Name]. The [product or dish] is one our team is proud of, and it's good to hear it landed well. Hope to see you again soon. The [Business name] team

Why it works: it repeats the detail the reviewer cared about without turning it into a sales pitch.

A returning customer

Example reply: [Name], thank you for coming back and for taking the time to write this. It means a lot to the team that you keep choosing us. See you on your next visit. [Your first name], Owner

Why it works: it acknowledges the relationship the reviewer described.

A first-time visitor

Example reply: Thank you for trying us, [Name], and for sharing your first impression. We're glad [what they enjoyed] made a good start. You're welcome back any time. The [Business name] team

Why it works: it responds to "first time" with a simple invitation and no discount offer.

5-star review reply examples

Five-star reviews often come with little or no text. A short, warm reply is enough.

Five stars, no text

Example reply: Thank you for the five stars, [Name]. We appreciate you taking a moment to rate us. The [Business name] team

Why it works: it is short, which suits a rating with no comment, and it doesn't invent details.

Five stars, one line

Example reply: Thanks, [Name]. Glad to hear you had a great time, and we hope to see you again. [Your first name], Manager

Why it works: it mirrors the length and tone of the review.

Five stars with a small complaint inside

Example reply: Thank you for the five stars, [Name], and for mentioning the parking. You're right that it gets tight on weekends. We've added directions to the nearby lot on our profile. [Your first name], Manager

Why it works: it doesn't skip the one critical line, and it says what changed. Only mention a fix you have actually made.

Mixed and neutral review examples

Three-star reviews often explain both what worked and what didn't, so a good reply answers both.

Good product, slow service

Example reply: Thank you for the balanced review, [Name]. I'm glad you enjoyed the [product or dish], and I'm sorry about the wait. We're adjusting staffing on [busy days] so service keeps up. [Your first name], General Manager

Why it works: it answers both halves of the review.

Three stars, no explanation

Example reply: Thank you for the rating, [Name]. If there's something we could have done better, we'd like to hear it at [email address]. The [Business name] team

Why it works: it invites feedback without guessing at what went wrong.

A suggestion

Example reply: Thanks for the suggestion, [Name]. Adding [the idea] is worth a look, and I've shared it with the team. [Your first name], Manager

Why it works: it shows the idea reached someone, without committing to a change you haven't decided on.

Negative review response examples

Negative replies need more care than the rest, so they have their own guide: how to respond to negative Google reviews. Two common cases:

A service complaint

Example reply: [Name], I'm sorry your visit went this way, and thank you for telling us. I'd like to understand what happened, so please email me at [email address]. [Your first name], Manager

Why it works: it apologizes, keeps the details private and gives one clear next step.

A wrong order

Example reply: Thank you for letting us know, [Name], and I'm sorry your order was wrong. We're checking how orders are confirmed at the counter. If you'd like to talk it through, call [phone number] and ask for the manager. [Your first name], Store Manager

Why it works: it accepts the mistake, names a concrete check and offers a private channel.

Short templates you can adapt

These one-line review response templates suit busy days. Add one detail from the review before you post.

• Thank you, [Name]. We're glad you enjoyed [detail], and we hope to see you again.
• Thanks for the five stars, [Name]. The team appreciates it.
• Thank you for the feedback, [Name]. I've shared your comments about [detail] with the team.
• Thanks for the honest review, [Name]. Glad you liked [detail], and sorry about [problem]. We're working on it.
• [Name], I'm sorry about your experience. Please email [email address] so we can look into it.
• Thank you for the review, [Name]. We couldn't find this visit on our side; please contact [email address] so we can follow up.

Doing this with Fidkeep

Fidkeep prepares an AI reply draft for each Google review in the location's brand voice: its tone, form of address, sign-off, example replies and phrases to avoid. Drafts are written in the language of the review. Your team edits, regenerates or approves each one, and nothing is published to Google without approval unless you turn on auto-reply for a location (Pro and above), which then answers every unanswered review there. Plans are on the pricing page.