Review response templates that sound human

Replying to reviews doesn't need to take long, but it does need care. Use these templates as a starting point for positive, mixed, and difficult reviews, then make each one your own.

Principles of a good review reply

Reply promptly. Be specific. Don't argue. Take detailed conversations offline. Never share private information about the reviewer or your staff. Personalise every reply instead of pasting the same text under every review.

Templates by scenario

5-star review with praise

5-star rating with little or no text

4-star review with a small issue

Mixed 3-star review

1–2 star service complaint

Complaint where you disagree with the facts

Review that names a staff member

Review that may not be from a real customer

Healthcare or privacy-sensitive business

When a review breaks Google's policies

A negative review isn't the same as a policy violation. Some reviews do break Google's content policies, such as spam, off-topic reviews, offensive language, or conflicts of interest. You can report these from your Google Business Profile or Google Maps. Google reviews each report and decides whether to act, so removal isn't guaranteed.