How to respond to Google reviews: a formula that works

Every unanswered review is public silence. Here's how to reply in 30 seconds. Updated 2026.

Google shows your review responses directly in search results. A prospective customer sees an unanswered review and reads it as "this business doesn't care." The fix isn't hiring a copywriter — it's having a repeatable formula and 30 seconds.

The 3-line formula

Acknowledge specifically. Name the detail they mentioned — the dish, the staff member, the product.
Fix or thank. For negative reviews, say what you'll do about it. For positive ones, offer genuine thanks.
Invite back. One soft line: "Hope to see you for X soon."

Positive review example

"The margherita pizza was incredible and our server Sam was so friendly."

Reply: "Thank you, [Name]! So glad you loved the margherita — Sam will be thrilled to hear that. Hope to see you again for the [special] next time!"

Negative review example

"Waited 40 minutes for a table and the food was cold."

Reply: "Sorry about the wait and the cold food, [Name] — that's not the standard we aim for. We've looked into what happened that night and are adjusting our seating. We'd love to make it right — please ask for me next time you're in."

Common mistakes

"Thanks!" and nothing else — a wasted opportunity.
Copy-pasting the same reply — customers can tell.
Getting defensive — even a justified rebuttal reads badly in public. Apologize and move it offline.

We built ReplyGenie to draft replies in your tone so you just approve and post — for every review, on Google and Yelp.

Try ReplyGenie — draft on-brand replies to every review in seconds. Join the early access list →