Example replies

Replying to Google reviews for a leisure park: 6 example replies

Tree climbing, summer toboggan, play areas: the reviews of a leisure park talk about safety, waiting, value for money and the weather as much as about the fun. Here are replies written for them, to adapt to your own.

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What these reviews come back to

Safety briefings and equipment
Waiting at the busiest activities
Value for money of the passes
What happens when it rains
The instructors and the welcome

How 123Hector reads them for you, week after week →

6 example replies

Adapt them, never paste them as they are: a reply works because it names what this customer wrote. The reviews and replies are examples written for this page.

★★★★★ An instructor named

The review: “Brilliant afternoon on the tree climbing course. Hugo explained everything clearly and was very patient with our 8-year-old daughter.”
The reply: “Thank you for this lovely review! Hugo will be delighted to hear that his explanations reassured your daughter. We hope she will come back to try the black course! The ACME Leisure team”
Why it works: It passes the praise on to Hugo by name and invites the family back with something new to try.

★☆☆☆☆ Closed because of a storm

The review: “Activities closed at 3pm because of the storm, and no refund, just a voucher. We drove an hour to get there.”
The reply: “Thank you for your review, and we are sorry your day was cut short after such a long drive. When a storm comes, we close the high courses for everyone's safety, and the voucher lets you come back free of charge on the day of your choice this season. If you would like to talk about it, write to us at [your email address]. The ACME Leisure team”
Why it works: It explains the rule (safety) without hiding behind it, and takes the dispute out of public view.

★★☆☆☆ Too much waiting

The review: “45 minutes of waiting for the toboggan, and the pass doesn't let you skip the queue. Not worth the price.”
The reply: “Thank you for your feedback. 45 minutes for a toboggan run is too long, and we understand that it spoils the value of the pass. Your remark has been passed on to the team that plans the tracks on busy days. A tip for next time: the wait is shortest before 11am. The ACME Leisure team”
Why it works: It gives the customer the point on the wait, and turns the reply into advice for future visitors.

★★★☆☆ Worn equipment

The review: “Nice courses, but some harnesses looked old and one carabiner was hard to open. A bit worrying.”
The reply: “Thank you for taking the time to tell us. Safety comes first: all our equipment is checked every morning, and the harnesses and carabiners were inspected again after your review. Do not hesitate to point out any equipment that worries you to an instructor on the spot. The ACME Leisure team”
Why it works: On safety, a precise answer reassures every reader: what is checked, when, and what was done after the review.

★★★★★ A birthday party

The review: “We booked a birthday for 10 children and everything was organised: activities, snack, cake. The kids are still talking about it!”
The reply: “Thank you so much! We are delighted the birthday was a success and that the children are still talking about it. Happy birthday again to your child, and see you soon! The ACME Leisure team”
Why it works: Short and warm: a review of a party is read by every parent planning one.

★☆☆☆☆ An unfriendly welcome at the till

The review: “The woman at the till was rude when we asked about the family price. We did not feel welcome.”
The reply: “Thank you for your review, and we are sorry for this welcome: everyone should feel welcome from the till onwards. Your message has been passed on to the reception team. The family price applies from two adults and two children; for any question, we are at [your email address]. The ACME Leisure team”
Why it works: It apologises for the welcome without naming or blaming the employee in public, and answers the question that was asked.

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