Example replies

Replying to Google reviews for a museum: 6 example replies

Museum reviews talk about the collections, but just as much about the queue at the ticket office, the signage, the explanations and the shop. Here are replies written for them, to adapt to your own.

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Type your venue's name: 123Hector reads its Google reviews and emails you the audit a few minutes later.

What these reviews come back to

The queue at the ticket office
The explanations and the audio guide
The signage and the visit route
Crowds in the rooms
The guides and the reception staff

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 exhibition worth the trip

The review: “The temporary exhibition on the Impressionists is superb and beautifully staged. We spent three hours there without noticing the time.”
The reply: “Thank you for this wonderful review! The whole team worked for months on staging this exhibition, and your three hours are the best compliment. We hope to welcome you back for the next one. The ACME Museum team”
Why it works: It shares the credit with the team and makes the reader want to see the exhibition.

★★☆☆☆ Too few explanations

The review: “Beautiful pieces but almost no explanation, and the labels are tiny. Without the audio guide (at extra cost) you understand nothing.”
The reply: “Thank you for this precise feedback. You are right that the labels are hard to read in some rooms, and your remark has been passed on to the curators. The free visitor booklet at the reception also tells the story of each room. The ACME Museum team”
Why it works: It agrees on what can be fixed and points to what already exists, without arguing about the price of the audio guide.

★☆☆☆☆ An hour queuing at the ticket office

The review: “An hour of queuing in the cold to buy tickets, with only one desk open. Unacceptable for a museum this size.”
The reply: “Thank you for your review, and we are sorry for that hour in the cold. Your remark on the number of open desks has been passed on to the management. To skip the queue, tickets can be bought online with a time slot: entry is then direct. The ACME Museum team”
Why it works: It acknowledges the wait, says who received the criticism, and gives every reader the way to avoid it.

★★★★☆ Lost on the visit route

The review: “Very rich collections, but we got lost several times and missed the Egyptian room. The signage could be better.”
The reply: “Thank you for your four stars and for this suggestion! Missing the Egyptian room is a shame, and your remark on the signage has gone to the team in charge of the visit route. The map given at the reception shows every room, and our staff in the rooms will gladly show you the way. The ACME Museum team”
Why it works: It takes the suggestion seriously and gives the practical answer to the next visitors.

★★★★★ A workshop for children

The review: “The children's workshop with Chloé was a great idea: our two kids made their own mosaic and enjoyed a museum for the first time.”
The reply: “Thank you for this lovely message! Chloé will be delighted, and we are very happy that your children enjoyed the museum, mosaic in hand. The workshops take place every Wednesday and during the school holidays. The ACME Museum team”
Why it works: It passes the praise on by name and gives the information that parents reading the review are looking for.

★☆☆☆☆ An unfair review: the closing day

The review: “Came on a Tuesday, closed! What a waste of time.”
The reply: “We are sorry you made the trip for nothing. The museum is closed on Tuesdays, as shown on our website and on Google; we know it is easy to miss, and we hope to welcome you on another day, from Wednesday to Monday. The ACME Museum team”
Why it works: Even when the review is unfair, the reply stays calm and gives the information that spares the next visitor the same trip.

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