How to reply to Google reviews, good and bad
Copy-ready replies for complaints, mixed reviews and happy customers, in English, Hinglish and Hindi. Pick the review, add your names, and paste the reply on Google.
- Templates for 18 common situations
- English, Hinglish and Hindi
- Free, no sign-up
Amit Verma
Waited 45 minutes for our food on Saturday night. Nobody even told us why.
Response from Spice Route Restaurant AI reply
Hi Amit, we're sorry you had to wait so long, and that nobody kept you informed. We've added staff for busy weekend evenings. If you'd like to talk about it, please call us at 98765 43210.
Reply template picker
Find the right reply in four taps
Choose the type of review and what it's about. Your reply updates as you type your details.
4. Copy your reply
Waited 45 minutes for our food on Saturday night. Nobody even told us why.
Response from the owner
Hi there, We're sorry you had to wait so long, and that nobody kept you informed. That's not how we want anyone to feel. We've added staff for busy weekend evenings. If you'd like to talk about it, please call us at [your phone number].
Change any detail that doesn't match what your customer wrote. A reply that mentions their exact words reads best.
Bad reviews
How to reply to a bad review in 5 steps
Your reply isn't only for the unhappy customer. It's for everyone who reads your reviews before choosing you.
- 1
Thank them
Start by thanking them for the feedback. It sets a calm tone for everyone reading.
- 2
Say sorry, don't argue
Apologise for how they felt. Don't debate the details in public, even if you disagree.
- 3
Mention their problem
Name the issue they raised in a few words, so it's clear you actually read the review.
- 4
Say what you've changed
If something has been fixed, say so briefly. Future customers look for this.
- 5
Take it offline
Give a phone number or email so you can sort it out privately, then follow up.
Same review, two replies
Which one would you trust?
The review (2★)
Ordered a cake for my daughter's birthday and it came 2 hours late. Very disappointed.
Don't reply like this
This is not true. We were on time and you gave the wrong address. Please check before posting false reviews.
Argues in public, blames the customer and makes every reader wary.
Reply like this
Hi Sneha, we're really sorry your cake arrived late, especially on your daughter's birthday. That's a day that should go perfectly. We've added a second delivery rider for evening orders. Please call us at 98765 43210, we'd like to make it up to you.
Calm, specific and shows what changed. Readers see a business that cares.
Good reviews
How to reply to a positive review
A quick, warm reply thanks loyal customers and shows new ones that you're paying attention.
Use their name
"Thank you, Riya!" feels personal. "Dear customer" feels like a form letter.
Mention one detail
Name the dish, the stylist or the service they praised, so it's clear you read it.
Keep it short
Two or three sentences is enough. Save the longer replies for complaints.
Vary your words
The same line under every review looks automated. Switch between versions.
Invite them back
End with a simple "See you soon", not a sales pitch or a discount code.
Reply to stars-only too
A 5-star rating with no text still deserves a one-line thank you.
Mixed reviews, fake reviews and what to avoid
3-star and mixed reviews
Thank them for what they liked first, then address what fell short, just like you would for a complaint. Mixed reviews are often from customers who are one good visit away from becoming regulars, so ask what would have made it better.
Reviews you think are fake
Don't accuse anyone of lying in public. Reply politely that you couldn't find a record of their visit and invite them to contact you. If the review is spam, off-topic, abusive or from someone who was never a customer, report it from your Google Business Profile. Google decides whether to remove it.
Never do these in a reply
- Argue, blame the customer or call the review false.
- Share private details like bills, bookings, phone numbers of the customer or, for clinics, any health information.
- Ask the customer to change or delete their review, or offer anything in return for it.
- Stuff the reply with keywords like your city or services. It reads as spam and doesn't help ranking.
- Copy and paste the exact same reply under every review.
Want more examples? Read 10 replies to negative reviews and 30 replies to positive reviews by industry.
Don't have time to reply to every review?
Praisely's AI auto-reply follows the same method. It reads each new review and writes a personal reply that mentions what the customer said, in your tone. Replies to low ratings wait for your approval, so you always check the tough ones.
Frequently asked questions
Should I reply to every Google review?
Yes, good and bad. Replies show customers that you're listening, and Google itself recommends replying to reviews. Short, personal replies to positive reviews matter as much as careful replies to complaints.
How quickly should I reply to a bad review?
Within 24 to 48 hours if you can. A quick, calm reply shows that you take problems seriously. If you need to check the facts first, take a few hours. A thoughtful reply is better than an angry fast one.
Can I ask a customer to change or remove their review?
Don't ask in your reply, and never offer a refund, discount or gift in return for changing a review. That breaks Google's review policy. Fix the problem privately. Some customers update their review on their own after a good resolution.
What if the review is fake or from someone who never visited?
Reply politely and say you couldn't find their visit, inviting them to contact you. Then report the review from your Google Business Profile. Google decides whether it breaks its policies and should be removed.
Can I reply in Hindi or Hinglish?
Yes. It's best to reply in the language the customer used. If they wrote in Hindi or Hinglish, a reply in the same style feels more personal.
Is it okay to use the same reply for every review?
No. The same line under every review looks automated and readers notice. Use these templates as a starting point, switch between versions, and add one detail from what the customer wrote.
Where do I post my reply?
Search your business name on Google or open Google Maps while signed in with the account that manages your profile. Open Reviews, tap Reply under the review, paste your reply and post it. You can edit or delete it later.
Let AI reply to every review for you
Personal replies to every Google review within minutes. You approve the tough ones.