How to Respond to Google Reviews (With Examples You Can Copy)
Quick answer: open your Google Business Profile, select Read reviews, then the reply icon next to the review. Type your reply and select Reply. Your profile must be verified. The reviewer is notified, and Google checks your reply against its policies first, usually within 10 minutes. Keep replies short, personal and polite.
We fix Google Business Profiles for a living. One holiday lighting company we worked with went from page 3 to the top 3 in Google Search in 30 days, so we’ve read (and replied to) a lot of reviews.
Confession first. The worst review reply I ever wrote was drafted at 2am, in a bathrobe, with three exclamation marks and the word “actually” in it twice. Let’s call that guy 2am Me. 2am Me is passionate, 2am Me is wrong, and 2am Me is not allowed near the Reply button anymore. This page is everything 2am Me should have known.
How to reply to each kind of review
Different reviews need different replies. Here’s the cheat sheet, so you’re not inventing a strategy at midnight (hi, 2am Me).
| Type of review | What to do | How long the reply should be |
|---|---|---|
| 5 stars, with detail | Thank them by name and mention the detail they shared | 1 to 2 sentences |
| 5 stars, no words | A short, warm thank-you | 1 sentence |
| 3 or 4 stars | Thank them, and fix or explain the thing that cost you a star | 2 to 3 sentences |
| 1 or 2 stars, a real customer | Apologize for the experience, own anything real, take it offline | 2 to 4 sentences |
| Fake, spam or not a customer | Reply calmly that you can’t find a record of them, and report the review | 1 to 2 sentences |
How to respond to Google reviews, step by step
- Sign in to the Google account that manages your Business Profile.
- Open your Business Profile and select Read reviews.
- Next to the review, select the reply icon.
- Type your reply in the box.
- Select Reply.
That’s from Google’s own help page on replying to reviews. Made a typo? You can edit or delete your reply later from the same spot, which is great news for anyone whose thumbs are faster than their brain (I’m raising my hand, slowly, so I don’t also typo that).
Can you respond to Google reviews?
Yes, as long as your Business Profile is verified. Your reply shows under the review as your business, not your personal name, so nobody will know it was you in the bathrobe. Google checks each reply against its content policies before it goes up, which usually takes about 10 minutes and occasionally up to 30 days. The reviewer gets a notification when you reply, and they can still update their review afterwards, which is exactly why a good reply is worth the effort.
How to respond to negative reviews (without making it worse)
A bad review stings. The reply is your chance to show every future customer how you handle a problem, and they’ll read it more closely than the review itself. Use this four-part reply, and write it at a reasonable hour.
- Thank them for taking the time, even when it hurts. Especially when it hurts.
- Own anything real. If you were late, say you were late. Excuses read like excuses (2am Me had several).
- Take it offline. Give a name and a phone number or email so they can reach you directly.
- Keep it short. Two to four sentences. A long reply looks like an argument, even when it isn’t.
What not to do: argue, reveal private details about the customer, or offer them something to change the review. That last one breaks Google’s rules, and it also breaks Yelp’s.
How to respond to negative Google reviews (examples)
Here are replies you can copy. Swap in your details, and please, for the love of all things, read it out loud once before posting.
A real customer had a bad experience: Hi [name], thank you for telling us about this, and I’m sorry your [job/visit] didn’t go the way it should have. That’s not the standard we hold ourselves to. I’d like to make it right. Please call me directly at [phone] or email [email]. [Your name], [business]
You can’t find them in your records: Hi [name], we take every review seriously, but we can’t find a record of your visit. If we’ve missed something, please contact us at [phone] so we can look into it. [Your name], [business]
If a review is fake, spam or breaks Google’s rules, reply calmly anyway, then report it. Our guide on how to remove Google reviews walks through exactly how, appeal and all.
Respond to positive reviews: examples
Happy reviews deserve replies too. They take ten seconds, they make the customer feel seen, and they’re the only reviews 2am Me was ever any good at.
5 stars with detail: Thank you, [name]! We’re so glad [the detail they mentioned] turned out the way you hoped. We appreciate you trusting us, and we’re here whenever you need us again.
5 stars, no words: Thank you so much for the 5 stars, [name]! It means a lot to our team.
3 or 4 stars: Thanks for the kind words, [name]. You’re right about [the issue], and we’re [what you’re doing about it]. We hope to earn that last star next time.
How to respond to Yelp reviews
Yelp gives you a few ways to reply, according to Yelp’s own help center. Same manners, slightly different buttons, and yes, 2am Me is banned there too.
- Public comment: visible to everyone on your Yelp page. Yelp recommends replying publicly whenever possible.
- Direct message: a private note only the reviewer sees. Good for sorting out details they won’t want public.
- Thank note: for 4 and 5-star reviews, a short thank-you only the reviewer sees.
You’ll need an approved profile photo and business name on your Yelp account before you can reply. Yelp also asks owners not to attack reviewers, advertise in replies or offer anything to change a review.
What we’d do if it were our profile
- Reply to every new review within a day or two, good or bad.
- Save the templates above somewhere you can paste from your phone.
- For anything negative, write the reply, wait an hour, then read it out loud before posting.
- Keep the good reviews coming with a Google review link or QR code, so one bad review is surrounded by plenty of good ones.
Frequently asked questions
Should I respond to every Google review?
It’s a good habit. Google says helpful and positive replies can show customers that you’re responsive. A short thank-you is enough for most positive reviews.
Does the reviewer see my reply?
Yes. Google notifies the person who wrote the review when you reply, and your reply is public under their review.
Can I edit or delete my reply?
Yes. Under your reply, select the edit icon to change it or the delete icon to remove it.
Why isn’t my reply showing yet?
Google checks replies against its content policies first. That usually takes about 10 minutes but can take up to 30 days. If a reply isn’t approved, Google asks you to edit it.
Do review replies help my Google ranking?
Google hasn’t said replies directly affect ranking. Many local SEO practitioners believe an active, responsive profile helps, but that’s practitioner opinion, not documented Google behavior.
Want reviews and replies working for you? Our Google Business Profile optimization services get your profile onto page 1 of Google, and you don’t pay until we do. Or call +1 424-428-1454.
