Google review response templates you can copy and paste

Use when: The reviewer mentions something concrete.

Thank you, [Name]! We're so glad [the specific thing they mentioned] made your visit. It means a lot to everyone at [Business] to hear that. We look forward to seeing you again soon! — [Your name]

Use when: You recognise the reviewer, or they say they come often.

[Name], thank you — and thank you for coming back so often! Regulars like you are what make [Business] feel like [a neighbourhood favourite]. Your usual [order / service] will be ready whenever you are. — [Your name]

Use when: The review names a team member.

Thank you for the kind words, [Name]! We've passed your review on to [Staff name] — it will make their week. We're delighted you had such a good experience at [Business] and hope to welcome you again. — [Your name]

Use when: The reviewer names something that could be better.

Thanks for the 4 stars, [Name] — we're really glad you enjoyed [what they liked]. You're right about [the small issue], and we're [what you're doing about it]. We'd love to welcome you back and make the next visit even better. — [Your name]

Use when: Good rating, nothing to fix is mentioned.

Thank you, [Name]! We're pleased you enjoyed [detail from the review]. If there's anything we could have done better, we'd genuinely like to hear it at [email] — we're always looking to improve. — [Your name]

Use when: The reviewer liked some things and not others.

Thank you for the honest feedback, [Name]. We're glad [the positive], but sorry that [the negative] fell short. We're sharing this with the team so we can improve. If you'd like to tell us more, please contact [Name] at [email / phone]. — [Your name]

Use when: There is one clear issue you have already acted on.

Hi [Name], thanks for letting us know about [the issue]. That isn't the standard we aim for, and we've [the action you took, e.g. raised it with the team]. We hope you'll give us another chance. — [Your name]

Use when: Staff behaviour or a service problem.

[Name], we're really sorry your visit to [Business] didn't go the way it should have — [the specific issue] is not the experience we want for anyone. Please contact [Name] at [email / phone] so we can look into what happened and put it right. — [Your name]

Use when: Something arrived or was made wrong.

Thank you for telling us, [Name]. We're sorry [the item] wasn't up to standard. We'd like to make this right — please get in touch at [email / phone] with your [order / booking] details and we'll [replace / refund / fix] it as quickly as we can. — [Your name]

Use when: The complaint is about waiting or slow service.

[Name], you should not have been kept waiting that long, and we're sorry we did. [A brief, honest reason, if you have one.] We're [what you're changing]. We'd welcome the chance to do better — please contact [Name] at [email]. — [Your name]

Use when: The reviewer felt it was not worth the money.

Thanks for the feedback, [Name]. We're sorry [the item / service] didn't feel like good value. We price it as we do because [one honest sentence], but we want every customer to feel it was worth it. If you'd like to talk it through, please contact [Name] at [email]. — [Your name]

Use when: A great rating with nothing written.

Thank you for the 5 stars, [Name]! We'd love to hear what you enjoyed most, but either way we're thrilled you chose [Business]. See you next time! — [Your name]

Use when: A poor rating and no explanation.

Hi [Name], we're sorry your experience with [Business] wasn't a good one. We'd really like to understand what went wrong so we can fix it — please contact [Name] at [email / phone]. Thank you for giving us the chance to improve. — [Your name]

Use when: You cannot match the review to a real visit or order.

Hi [Name], we take every review seriously, but we can't find a record of a visit or order under this name. Could you contact us at [email / phone] with a few details so we can look into it? Thank you. — [Your name]

Use when: Delivery, a booking platform or a supplier caused the issue.

Thank you for flagging this, [Name]. We're sorry your [order] arrived [problem]. [The third party] handles that stage, but we still want you to be happy — please contact us at [email] with your order number and we'll help however we can. — [Your name]

Use when: A reviewer raised their rating after you resolved the issue.

Thank you for coming back to update your review, [Name], and for giving us the chance to put things right. We really appreciate it and hope to see you again at [Business]. — [Your name]