Copying a template word for word is the fastest way to make every reply on your profile look the same. Use the sample responses below for their structure, then change the details. Every example here was written for this guide. None is a real customer review. Brackets mark the parts to replace.
Response templates by star rating
| Rating | Template |
|---|---|
| 5 stars | "Thank you, [name]! We are glad you enjoyed [detail]. [Personal note]. See you again soon." |
| 4 stars | "Thanks, [name]. Glad [detail] went well. If there is anything that would have made it a five, we would like to hear it." |
| 3 stars | "Thank you for the honest feedback, [name]. Glad you liked [good part]. You are right about [issue], and we are [change]." |
| 2 stars | "I am sorry about [issue], [name]. [What you have done]. Please contact [person] at [contact] so we can make it right." |
| 1 star | "I am sorry, [name]. [Issue] is not acceptable. [What has changed]. Please reach me directly at [contact]. — [Your name, role]" |
5-star Google review response examples
Review: "Best flat white in the area and the staff remembered my order on my second visit."
Reply: "Thank you, Priya! Remembering a regular's order is the part of the job the team enjoys most, so I will pass this on. See you for the next flat white."
Review (no text):
Reply: "Thank you for the five stars, Sam. We are glad you had a good visit."
4-star Google review response examples
A 4-star review is positive with something held back. Thank them, and leave the door open to hear what was missing.
Review: "Great service and fair prices. Parking is a bit tight."
Reply: "Thanks, Brian. Glad the service and pricing worked for you. Parking is tight at peak hours. There is extra space behind the building off Oak Street, which we will make clearer on our sign."
3-star Google review response examples
A 3-star review usually contains one thing that went well and one that did not. Answer both.
Review: "Food was good but the room was very loud and we could not hear each other."
Reply: "Thank you for the honest feedback, Alex. I am glad you enjoyed the food, and you are right about the noise on busy evenings. We have added sound panels in the back room, which is much quieter. Ask for a table there next time and I hope the evening is a better one."
Review: "Decent stay. Nothing special."
Reply: "Thank you for staying with us, Morgan. We would like 'decent' to be better than that. If there is one thing that would have improved your stay, I would be glad to hear it at the front desk number on our profile."
2-star Google review response examples
Review: "The class was good but I was billed twice for my membership this month."
Reply: "I am sorry about the double charge, Taylor. That is our error. Please stop by the front desk or call and ask for me, and I will have it refunded the same day. — Jess, club manager"
1-star Google review response examples
Acknowledge, apologize, say what you are doing, and take it offline.
Review: "Booked an appointment for 3pm and was seen at 3:45. No explanation."
Reply: "I am sorry for the wait and for the lack of an explanation, Jordan. You should have been told as soon as we were running late. We now message anyone whose appointment is delayed by more than ten minutes. Please call the front desk and ask for me if you would like to talk it through. — Hannah, practice manager"
There is a fuller method, with more examples and guidance on fake reviews, in how to respond to negative Google reviews.
Sample replies for reviews with no comment
Many reviews are a star rating and nothing else. There is no detail to refer to, so keep the reply short and, for lower ratings, invite the customer to say more.
How to respond to a 3-star review without comments: "Thank you for the rating, Jamie. We would like to earn a higher one next time. If there is something we could have done better, please let us know at the number on our profile."
2 stars, no text: "Thank you for letting us know, Riley. We are sorry your visit fell short. We would appreciate the chance to hear what happened. Please contact us whenever is convenient."
1 star, no text: "We are sorry your experience was not a good one, Casey. We cannot tell from the rating what went wrong and would like to put it right. Please reach us at the number on our profile."
Each Google review reply sample here is a starting point. If you came looking for a Google review email template for asking customers to leave a review, that is a different task: see how to ask for Google reviews.
Short vs. detailed responses
Match the effort of the reviewer. The same review can take either:
Review: "Quick oil change, friendly staff, and they topped off my washer fluid without being asked."
Short reply: "Thanks, Pat! Glad we got you back on the road quickly."
Detailed reply: "Thanks, Pat! We try to keep oil changes quick, and the washer fluid top-off is something the crew does on every car. I will let them know it was noticed. See you in about 5,000 miles."
Response examples by industry
Restaurant
Review (5 stars): "The wood-fired pizza was perfect and our kids loved the dessert."
Reply: "Thank you, Emily! Happy kids at dessert is the best review we can get. We will tell the kitchen the pizza landed. See you all again soon."
Review (2 stars): "Food took almost an hour and arrived lukewarm."
Reply: "I am sorry, Greg. An hour's wait for lukewarm food is not the meal we want to serve. I have talked with the kitchen about how that ticket was handled. Please ask for me next time you are in so I can look after your table personally. — Sofia, manager"
Hotel
Review (5 stars): "Walking distance to everything and the staff gave great dinner recommendations."
Reply: "Thank you, Andre. Our front desk team loves sharing their favorite spots, so I will let them know the recommendations worked out. We hope to see you on your next trip."
Salon
Review (4 stars): "Love my cut. Booking online was a little confusing."
Reply: "So glad you love the cut, Rachel! Thank you for the note about online booking. We are simplifying that page this month, and you can always call us to book in the meantime."
Gym
Review (3 stars): "Good equipment but it gets really crowded after 5pm."
Reply: "Thanks for the feedback, Marcus. Evenings are our busiest time. Mornings before 8 and early afternoons are much quieter, and we have just added two more squat racks to ease the wait."
Local service business
Review (5 stars): "Cleaned our gutters and sent photos of the work. Very professional."
Reply: "Thank you, Linda. We send photos on every job so you never have to climb a ladder to check our work. We appreciate your business."
Professional service
Review (5 stars): "Explained our options clearly and never made us feel rushed."
Reply: "Thank you for the kind words. Taking the time to explain things clearly is important to us, and we are glad it showed."
Replora AI has pages for specific industries, including restaurants, hotels, salons, gyms and clinics.
Note the last reply says nothing about the client or the matter. In law, healthcare and finance, keep replies general and never confirm details of the relationship.
Five habits that apply to every reply
- Reply to everything. Including reviews with a rating and no text.
- Be quick. A reply within a day or two reads as attentive. A reply three months later reads as an afterthought.
- Keep it short. Two to four sentences is enough for most reviews.
- Sound like one business. Pick a tone and keep it across every location.
- Never share private information about the customer or their visit.
For the steps to post a reply and the reasoning behind these habits, see how to respond to Google reviews. For more thank-you replies, see responding to positive Google reviews.
Writing these at scale
Writing a specific reply to every review is the part that does not scale by hand. Replora AI generates each reply from the text of the review itself, in the tone you choose, and either posts it or holds it for approval depending on the star rating. See Review Auto-Reply, or read the full Google review management guide. For a single review, the free review response generator will draft a reply for you.