Having examples to hand saves time, but copying them word for word shows. Use them as a starting point and always add something specific from the review you are replying to.
In all the examples, replace the name, the email and the signature with those of your business.
Positive reviews
“Everything was perfect, the staff were lovely and the food was delicious.”
Example replyThank you so much! We're glad you enjoyed both the food and the service; we'll let the team know. Hope to see you again soon. — Laura
“We came on a recommendation and we'll definitely be back. The rice was spectacular.”
Example replyHow good that the recommendation reached you! Thank you for mentioning the rice: it is one of the dishes we are proudest of. See you next time. — Laura
Reviews with stars but no text
One sentence of thanks is enough. If you get a lot of them, vary the wording so they do not look like automatic replies.
“(No comment)”
Example replyThank you for the five stars! We're glad you came and hope to see you again soon. — Laura
Mixed reviews
“Lovely place and good food, but the portions seemed small for the price.”
Example replyThank you for your comment. We're glad you liked the place and the food, and we've taken note of the portions: we're reviewing them. We hope to see you again. — Laura
Complaints: wait, service or price
“The mains took almost an hour to arrive.”
Example replyYou're right: an hour is far too long and we're sorry. We have talked it over with the kitchen team so it does not happen again. If you like, write to us at hello@yourbusiness.com and we can discuss it. — Laura
“The waiter was quite rude when we asked to change tables.”
Example replyWe're very sorry about how that made you feel; it is not the service we want to give and we have talked it over with the team. If you'd like to tell us more, write to us at hello@yourbusiness.com. — Laura
“Too expensive for what it is.”
Example replyThank you for telling us. We understand that price matters and your comment helps us review the menu. We hope to win you over another time. — Laura
Misunderstandings and reviews that do not seem to be from a customer
If the review describes something that does not fit your business, reply calmly, without accusing anyone, and invite them to get in touch. If you think it is fake, report it to Google as well.
“Terrible service, I'm not coming back.”
Example replyWe're sorry your experience was not a good one. We cannot find your visit from the details in the review: if you write to us at hello@yourbusiness.com we can see what happened and help. — Laura
Phrases worth avoiding
“We apologise for any inconvenience caused” and nothing more: it sounds like a template.
Justifying yourself with internal details (“we were two waiters short that day…”).
Correcting the customer in public or implying they are lying.