Row & Page / Guides

How to Reply to Google Reviews: Templates You Can Copy

Google's guidance for business owners is to reply to reviews politely, keep replies short and relevant, and avoid sharing personal information about the customer (Google Business Profile help: read and reply to reviews). Replies are public, so write for the next customer reading, not only the reviewer. Below are templates for each kind of review, plus a reply builder.

5-star review

Hi [Name], thank you for the kind words about [specific detail]. We are glad it went well and hope to see you again. - [Your name]

4-star review with a small complaint

Hi [Name], thanks for the review. You are right about [issue]; we have [what you changed]. Thanks for telling us. - [Your name]

Negative review

Hi [Name], we are sorry about [issue]. That is not the experience we want for anyone. Please contact [phone/email] so we can look into it. - [Your name], [role]

Do not argue facts in public, offer refunds in the reply, or confirm that the person was a customer if your industry has privacy rules (for example, healthcare).

Review with no text

Thanks for the rating, [Name]. We appreciate it. - [Your name]

A review you think is fake

Reply briefly and calmly ("We cannot find a record of this visit. Please contact [phone/email] so we can help."), then report it through your profile if it breaks Google's policies. Replying does not remove a review.

Reply checklist

• Use their first name and one specific detail.
• Keep it to two to four sentences.
• No personal or medical details.
• Move problems offline with a phone or email.
• Sign with a real name.

If you want more help

Our Google Business Profile Audit includes your review replies in the written fix list. If you only want ready-made reply prompts, there is a $19 prompt pack.

Free: score your listing yourself with our 10-minute Google Business Profile checkup (no signup to use). Check your description length with our free GBP description checker.

Buy audit - $79Buy prompt pack - $19