Example replies

Replying to Google reviews for a restaurant: 6 example replies

A restaurant gets reviews after every service, and readers choose between two places in a few seconds. A reply that names the dish or the problem makes the difference. Here are replies written for them, to adapt to your own.

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What these reviews come back to

Waiting between courses
The quality of the dishes
Service and welcome
Prices and portions
Noise and atmosphere

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.

★★★★★ Dishes named

The review: “The duck breast with honey was perfectly cooked and the chocolate fondant was to die for. Warm welcome, we will be back!”
The reply: “Thank you for this lovely review! Our chef will be delighted that the duck breast and the fondant won you over. See you very soon! The ACME Bistro team”
Why it works: It names the dishes the customer loved: the next reader knows what to order.

★★☆☆☆ An overcooked steak

The review: “My steak arrived lukewarm and well done when I had asked for rare. The waiter took it back, but we waited another 20 minutes.”
The reply: “Thank you for your review, and we are sorry: a rare steak that arrives well done and lukewarm, then another wait, is not what we want to serve. Your feedback has been passed on to the kitchen. We hope to give you a better evening next time. The ACME Bistro team”
Why it works: It repeats the exact problem, which shows it was read, and apologises without excuses about a busy evening.

★☆☆☆☆ Unpleasant service

The review: “The waitress was curt, sighed when we asked for the menu again and never smiled. The food was fine, but we won't be back.”
The reply: “Thank you for your review, and we are sorry for this welcome: everyone should feel welcome at our tables, however busy the room. Your message has been passed on to the restaurant manager. We would be glad to give you a better experience if you give us another chance. The ACME Bistro team”
Why it works: It apologises for the service without exposing the waitress in public: an employee who is criticised is never named in a reply.

★★★★☆ Good but noisy

The review: “Very good food and friendly staff, but a very noisy room on a Saturday evening, hard to talk.”
The reply: “Thank you for your four stars and for your kind words about the food and the team! You are right that the room is lively on Saturday evenings. For a quieter meal, the terrace or a weekday lunch are perfect. See you soon! The ACME Bistro team”
Why it works: It does not deny the noise, and tells readers looking for calm when to come.

★★☆☆☆ Small portions

The review: “€22 for a plate where you can see the bottom. Tasty, but we left hungry.”
The reply: “Thank you for your feedback, and we are glad you enjoyed the taste. Your remark on the portions has been passed on to the chef. Our homemade bread is served as much as you like: do not hesitate to ask for more. The ACME Bistro team”
Why it works: It passes the criticism on to the chef without arguing about the price, and offers a simple solution.

★☆☆☆☆ A lost booking

The review: “We had booked for 8 and the restaurant had no trace of our booking. We left with the children at 8:30pm on a Saturday.”
The reply: “Thank you for your review, and we sincerely apologise: leaving with children on a Saturday evening is exactly what a booking should prevent. We would like to understand what happened to yours; write to us at [your email address]. The ACME Bistro team”
Why it works: It apologises first, and takes the search for the booking out of public view.

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