A bad review is read by far more people than the one who wrote it. Prospective customers skim the star rating, then read how the owner answered the worst one. A calm, short, specific reply is the cheapest marketing a local business has; an angry one is the most expensive.
Write your replies free, in your browser
These are generated by Review Reply Desk for an invented restaurant, and the test suite recomputes them, so they match what the tool writes today. Always read and edit a reply before you post it.
Hi Jess,
Thank you for taking the time to tell us what worked and what did not. We hear you on how our pricing felt to you, and we will pass it to the people who can act on it. Would you contact us at 555-123-4567? We would like to hear the details and look into it. We appreciate you giving us the chance to do better.
Luigi, Luigi's Trattoria
Dear Tom,
Thank you for letting us know, and we are sorry your experience fell short. We hear you on the wait you had, and we will pass it to the people who can act on it. Please reach us at 555-123-4567 so we can look into this properly. We appreciate you giving us the chance to do better.
Luigi, Luigi's Trattoria
Dear Sam,
Thank you for telling us. We take what you describe seriously and want to understand it fully. Please contact us directly at 555-123-4567 so we can speak with you.
Luigi, Luigi's Trattoria
Do not describe what happened or argue the facts. Two short sentences that take it offline, then tell whoever advises your business before you say more.
Even when the reviewer shared details, confirming in public that they were a patient can disclose protected health information. Reply in general terms and confirm nothing. This is not legal advice; ask your own adviser about the rules that apply to you.
Check your own records first. If there is no match, report the review to the platform as not based on a real experience and do not accuse the reviewer in public.
Two to four sentences. Long replies are skimmed and long replies to complaints read as defensive. Say thanks, name one specific thing, and for a complaint give a way to reach you.
Yes, for the experience, not for legal fault. Sorry this was not the experience we want anyone to have admits nothing; we were wrong and it was our fault can. If the review mentions a lawyer, an injury or a theft, keep it to two sentences and take it offline.
No. Only the platform can remove a review, and only when it breaks the platform's policies, for example spam, a conflict of interest, or a review that is not about a real experience. You can report it and reply to it.
Within a day or two. A prompt reply tells the reviewer and everyone reading that someone is paying attention.