Your reply is for everyone who reads the review next, before they decide whether to ring you.
That changes how you write it. A warm, specific thank-you tells them you notice your customers. A calm reply to a bad review tells them what happens when something goes wrong, which is the thing they’re actually worried about.
Here’s how to respond to Google reviews: where the reply button is, what makes a good reply, and templates for the reviews you’ll get, from a five-star rave to a one-star you’re sure is fake.
How do I respond to Google reviews?
- Sign in and open your Business Profile, from Google Search or Maps.
- Select Read reviews.
- Next to the review, select Reply.
- Write your reply and select Reply again to post it.
On a computer you can also do it straight from Google Maps: search for your business, open Reviews, and use Reply under the review.
To change a reply later, go back to Read reviews and choose Edit, then Update. To remove it, choose Delete.
What happens after you reply
Replies follow Google’s content policies, so keep out anything personal or confidential.
The reply appears under the review as a response from the owner, in the business’s name, not your personal one. The reviewer gets a notification, and they can then update their review.
Want to know about new reviews as they come in? Turn on notifications under More, then Notifications, in your Business Profile, or under Business, then Notifications, in the Maps app.
What a good reply looks like
Keep it short and specific. These are habits worth keeping.
- Be professional and polite, and keep it short and simple.
- Make each reply count. Don’t send the same thank-you to everyone.
- Be conversational, not promotional. No deals, offers or sales pitches.
- Use the reviewer’s name, and sign off with your own name or initials.
- Reply promptly.
For bad reviews, add more. Never share the customer’s private details or attack them. Be honest about what went wrong, explain what was outside your control, and apologise where it’s right to. For anything complicated, invite them to call or email.
How to reply to a positive Google review
Thank them by name, mention the thing they mentioned, and stop. Three sentences is plenty.
The detail is what makes it work. “Thanks for the review!” could be anyone. “Glad the new boiler’s keeping the house warm, [Name], and thanks for the tea” is clearly a real business that remembers its customers.
Five stars with a comment: Thanks, [Name]. Delighted the new boiler’s working a treat, and thanks for booking in before the cold snap. Give us a shout when it’s due its first service. Dave
Five stars, no comment: Thanks a million for the five stars, [Name]. Good to hear the job went well. Dave
A regular: [Number] years and counting, [Name]. Thanks for sticking with us, and for saying so. See you in March. Dave
Don’t stuff your town or service into every reply to “help SEO”. Keep replies conversational, and a reader can spot a keyword-stuffed reply a mile off.
How to reply to a mixed or three-star review
A three-star review is usually a good review with one complaint in it. Thank them for the good part, deal with the complaint in a line, and say what you’ve done about it.
Good work, slow response: Thanks, [Name]. Glad you’re happy with the patio. You’re right that we were slow getting back to you with the quote, and that’s not good enough. Sorry for the wait. Dave
Only promise what’s true. If nothing has changed, say you’ve passed it on, not that you’ve fixed it.
How to respond to a negative Google review
Wait an hour. Write it, don’t post it, and read it again when you’re calm.
Then keep it short. Acknowledge what they say happened, apologise for how it felt even if you see the facts differently, and take the rest offline with a real name and a direct way to reach you. The reader isn’t judging who was right. They’re judging whether you’d be reasonable to deal with.
A fair complaint: Sorry, [Name]. You waited in for us on Tuesday and nobody came, and that’s on us. I’d like to put it right. Please ring me directly on the office number and ask for Dave. Dave
A complaint you see differently: Thanks for the feedback, [Name]. I’m sorry you were unhappy with the finish. That’s not what we want for anyone. I’ve looked back over the job and I’d like to talk it through with you properly, so please call the office and ask for me. Dave
Never argue the detail in public. Never mention what they paid, what they said on the phone, or anything else about them. Sharing a customer’s private details is off limits, and data protection law backs that up.
How to reply to a fake review
Report it first. Then reply, because a decision can take a while, and meanwhile people are reading it.
Keep it factual and polite. You’re not accusing anyone; you’re telling the reader you’ve looked and can’t find them.
Not a customer: We take every review seriously, so we’ve checked our bookings, invoices and calls, and we can’t find any record of you or the job you describe. If we’ve missed something, please get in touch with the office and we’ll look into it straight away. Dave
Our guide on how to remove Google reviews covers reporting, appeals and extortion.
Replying when you can’t discuss the customer
Solicitors, accountants, doctors, dentists and vets have a particular problem. Confirming that someone is your client or patient can itself break confidentiality.
So don’t confirm it. Reply in general terms that work whether or not they’re a client, and move the conversation to a private channel.
For regulated professions: Thank you for your feedback. We can’t discuss anyone’s matter in a public forum, but we take every concern seriously. If you’d like to talk to us about this, please contact the practice directly and ask for the practice manager.
Should you reply to every Google review?
Yes, if you can. Reply to each one, and make each reply count rather than paste the same line everywhere.
If you get more reviews than you can answer properly, prioritise. Answer every negative and mixed review, and every positive one that says something specific. A short, real reply to fewer reviews beats a copied one under all of them.
What about AI? Google’s Gemini can draft replies for some Business Profile owners, but not in Ireland, the UK or the rest of the EEA. Whatever tool drafts it, read it before it goes out. A reply that thanks a one-star reviewer for their “wonderful feedback” is worse than none.
Why can’t you reply to Google reviews?
- The profile isn’t verified. Our guide to Google Business Profile verification explains how.
- You’re not an owner or manager on it. Ask the owner to add you under People and access.
- The profile is suspended. You can’t manage it until it’s reinstated.
- Your reply breaks a content policy. Keep out personal or confidential details, and try again.
Other questions people ask about replying to Google reviews
What is a good reply to a Google review?
A short, specific one that uses the reviewer’s name, mentions what they mentioned, and is signed by a real person. For a bad review, add an apology and a direct way to talk to you.
How do I reply to a Google review on my phone?
Search for your business in Google or Google Maps on your phone while signed in to the account that manages it, open your reviews and tap Reply under the one you want.
Can the reviewer reply to my response?
Not directly. They’re notified of your reply and can edit their original review.
How long do I have to reply to a Google review?
There’s no deadline, but the sooner you reply, the fewer people read the review without your side of it.
Tell us which review you are stuck on. No obligation.
We’re a Google Partner, in the top 3% of Google Partners in Ireland.
