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How to respond to Google reviews (12 examples to copy)

Every reply you write is read by the next customer deciding whether to visit. Here is a simple formula, real-world examples for good and bad reviews, and the rules Google enforces.

By Pedro Matias, founder of Louva · 9 October 2026

Why replying to Google reviews matters

Google's own help page puts it plainly: When you reply to customer reviews, it shows that you value their feedback. The same page adds that more reviews and positive ratings can help your business's local ranking and that positive reviews and helpful replies can help your business stand out (Google Business Profile Help).

There is also a simpler reason. A potential customer who sees a calm, specific answer to a complaint trusts you more than one who sees silence. Your replies are part of your shop window.

The 4-step reply formula

  1. Thank them by name. "Thanks, Ana" reads like a person; "Dear customer" reads like a robot.
  2. Mention something specific. Repeat a detail from their review: the dish, the haircut, the quick repair. It proves you read it.
  3. Own the problem, if there is one. Apologise once, explain briefly what you are changing, and never argue in public.
  4. Invite them back or offline. End with a reason to return, or a way to reach you directly for anything that needs details.

Keep it short: two to four sentences is enough for most reviews. Sign with your first name and role, such as "Rui, owner". Reply in the language the customer wrote in.

Replies to positive reviews

1. A five-star review with details

★★★★★ "Best pastel de nata in town and the staff were lovely with our kids."

Thank you, Marta! We're so glad the pastéis were a hit, and the team loved meeting your little ones. See you next time you're in town. Rui, owner

2. A short five-star review

★★★★★ "Great service."

Thanks so much, João! It means a lot to the team. We look forward to seeing you again. Sofia, manager

3. A star rating with no text

★★★★★ (no text)

Thank you for the five stars, Daniel! We're glad you had a good experience and hope to see you again soon.

4. A four-star review with a small issue

★★★★☆ "Lovely dinner, but the music was a bit loud."

Thanks, Inês, we're happy you enjoyed dinner. You're right about the music: we've turned it down in the evenings so conversation comes first. Hope to welcome you back soon. Rui

5. A review that praises a staff member

★★★★★ "Carla made my colour exactly how I wanted."

Thank you, Leonor! We've passed your message to Carla and she's delighted. See you at your next appointment. The team at Studio Luz

Replies to negative reviews

Read the review twice and wait until you are calm. Then answer the facts, not the tone. Do not share private details in public, such as booking information or anything about someone's health.

6. A three-star mixed review

★★★☆☆ "Good food but we waited 40 minutes for a table."

Thanks for the honest feedback, Pedro. A 40-minute wait with no update isn't the welcome we want, and we're sorry. We've changed how we manage the waiting list on busy nights. Glad the food made up for it, and we hope to see you again. Rui, owner

7. A two-star complaint about service

★★☆☆☆ "Staff were rude when I asked about my order."

Hi Tiago, I'm sorry. That's not how we want anyone to feel here, and I've spoken with the team. I'd like to hear more about what happened: please email me at [email] and I'll look into it personally. Sofia, manager

8. A one-star review about a product or repair

★☆☆☆☆ "The repair failed after two days."

Hi Ricardo, I'm sorry the repair didn't hold. That shouldn't happen, and our work is covered. Please call us on [phone] and we'll book you in first thing to look at it again. André, owner

9. A complaint about price

★★☆☆☆ "Too expensive for what you get."

Thanks for telling us, Helena. We use fresh, local ingredients and cook everything to order, which is reflected in our prices. We're sorry it didn't feel worth it this time, and we'd welcome you to try our weekday lunch menu. Rui

Tricky cases

10. A review you think is fake or from someone who never visited

★☆☆☆☆ "Terrible place, avoid."

Hi, we take every review seriously, but we can't find any visit or booking matching your name. If you were here, please contact us at [email] so we can understand what happened.

You can also report a review that breaks Google's policies from your Business Profile. Reply calmly anyway: other customers will read it.

11. A review in another language

★★★★★ "Wunderbares Essen und sehr freundlicher Service!"

Vielen Dank, Klaus! Es freut uns sehr, dass Ihnen das Essen und der Service gefallen haben. Wir hoffen, Sie bald wieder bei uns begrüßen zu dürfen. Rui

12. An angry review that mentions health or safety

★☆☆☆☆ "I got sick after eating here."

Hi Nuno, I'm very sorry to hear you were unwell. We take this seriously and want to look into it straight away. Please contact me directly at [email] or [phone]. Rui, owner

For reviews like this one, write the reply yourself and keep it short. Don't admit or deny details in public; move the conversation to a private channel.

What not to write

"Thanks for your feedback." The same line copied under every review, which tells readers nobody reads them.

"That's not true, you were the one who was rude." Arguing in public loses future customers, even when you are right.

"Change your review and we'll give you 10% off." This breaks Google's rules (see below).

What Google's rules forbid

Google's Maps content policy says businesses may not:

Asking every customer for an honest review is fine. A printed card with a QR code by the till is one of the easiest ways to do it: you can make one free with Louva.

How to post a reply on Google

  1. Go to your Business Profile (search your business name on Google while signed in, or open Google Maps).
  2. Select Read reviews.
  3. Next to the review, select the Reply icon.
  4. Write your reply and select Reply.

Google checks each reply against its content policy before it appears. According to Google's help page, this usually takes about 10 minutes but can take up to 30 days.

Questions

Should I respond to every Google review?

Yes, if you can: good and bad, with or without text. Google says replying shows you value customer feedback, and future customers read your replies before they choose.

How fast should I reply?

Aim for one or two days. A fast reply to a complaint shows the problem is being handled while the customer still cares about the answer.

Can I offer a discount for a review?

No. Google's policy forbids payment, discounts, free goods or services in exchange for a review, or for changing or removing a negative one.

Can AI write my Google review replies?

Yes. Tools like Louva draft a reply in your tone and in the customer's language. Read each draft before posting, and always answer sensitive complaints yourself.

Let Louva draft every reply for you

Louva reads each new Google review and writes a reply in your voice and your customer's language, following the formula above. You approve it in one tap; negative and sensitive reviews always wait for you.

See how Louva works