Reviews influence discovery and conversion. Your responses show future customers how you behave when things go wrong.
Key takeaways
Respond to negative reviews within 24–48 hours.
Never argue publicly.
Be specific — avoid copy-paste tone.
Track recurring themes and fix root causes.
Response principles
Thank them
Acknowledge the issue
Apologise (when appropriate)
Offer offline resolution
Keep it short and calm
Templates (free, export-ready)
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These are designed to export cleanly as a PDF worksheet.
Review response library (copy/paste)
Scenario
Template
Personalise with
Positive review
Hi [Name], thank you for visiting. We’re glad you enjoyed [dish/moment]. Hope to welcome you back soon.
Dish + staff member name
Negative review
Hi [Name], thank you for sharing this. We’re sorry about [issue]. This isn’t our standard. If you’re open to it, please contact us at [email/phone] so we can make this right.
Issue + next-step contact
Unverifiable / suspected fake
Hi [Name], thank you for the feedback. We’re unable to match the details shared, but we take concerns seriously. Please contact us at [email/phone] with your visit details so we can investigate.
Contact + calm tone
Monthly review routine (fill-in)
Month
Rating trend
Top 3 complaint themes
One fix per theme (owner + due)
Notes
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Members get the full Review Response + Crisis Comms Scripts Pack with escalation workflow and premium scripts.
