Replying to reviews is not just good manners: people deciding where to eat also read how you respond. In a 2026 BrightLocal survey, 42% of consumers said they are unlikely to choose a business that never replies to reviews. That is what people say, not a measurement of sales, but it shows that silence gets noticed.
Four rules before you write
- Reply in the reviewer’s language. English review, English reply; Spanish review, Spanish reply.
- Keep it short and specific. Two or three sentences. Mention something they actually said.
- Never argue in public. If something went wrong, acknowledge it, thank them and offer to talk by phone or email.
- Never offer rewards for reviews. Discounts in exchange for reviews break Google’s rules and hurt credibility.
Templates to adapt
Positive review
“Thank you, [name]! So glad you enjoyed the [dish]. Hope to see you again soon. — [Your name], [restaurant]”
Positive review in Spanish
“¡Gracias, [nombre]! Nos alegra que te gustaran las [plato]. Te esperamos pronto.”
Complaint about the wait
“Thanks for letting us know, [name]. You’re right: Saturday’s wait was longer than usual and we’re sorry. We’ve added kitchen help at peak hours. Next time, please ask for me.”
Complaint about wrong hours
“We’re so sorry you found us closed, [name]. Our Google hours were out of date and we’ve fixed them. Thank you for telling us.”
Star rating with no text
“Thanks for visiting and for the stars! See you soon.”
A review that doesn’t look like a real customer
“We can’t find a record of this visit. If you were with us, please email [email] so we can understand what happened.” If you believe it breaks Google’s policies, you can report it from your profile; Google decides whether to remove it.
How to get more honest reviews
Ask every customer, not just the ones who look happy. A QR code on the table or receipt that goes straight to the review form works better than asking out loud. You can make one in a minute with our free review QR generator. Asking only satisfied customers (called “review gating”) is not allowed.
On LocalDual’s Growth and Pro plans, we prepare your replies, a person reviews them, and we give you a neutral review QR.
What would we see in your restaurant?
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