Copy-and-paste replies for every kind of restaurant review. Swap in the bracketed details and never send two identical responses.
How to use these: templates are a frame, not a finished reply. Always add the guest's name, the specific dish or issue they named, and one human detail. Replace anything in [brackets]. Identical pasted replies hurt you with both guests and Google.
Thank you so much, [Name]. This made our whole team's day. We're thrilled you loved the [dish], and we can't wait to welcome you back soon.
Praised a specific team member
Thanks for the kind words, [Name]. I'll make sure [team member] hears this directly, it means a lot. See you again soon.
Regular or repeat guest
We always look forward to seeing you, [Name]. Thank you for being part of the [restaurant] family and for taking the time to share this.
Rating-only, no comment
High rating, no text
Thanks for the [5] stars, [Name]. We'd love to know what you enjoyed most so we can keep it coming. Hope to see you again soon.
Low rating, no text
Thank you for the feedback, [Name]. I'm sorry something fell short, and I'd genuinely like to understand what happened so we can make it right. Please reach me at [email].
Negative review replies
Slow service
I'm sorry about the wait, [Name], that's not the experience we want. I've shared this with the team working that shift, and we're tightening our timing. I'd like to make it right, please email me at [email].
Food quality
Thank you for telling us, [Name]. A [cold/overcooked dish] is not what anyone should pay for, and we're reviewing our line process so it doesn't repeat. I'd value the chance to make it up to you at [email].
Rude or short staff
That's not the welcome we stand for, [Name], and I'm sorry it landed that way. I coach this team on hospitality every week and I'm taking this seriously. I'd appreciate the chance to hear more at [email].
Cleanliness
Thank you for flagging this, [Name]. Cleanliness is non-negotiable for us and I've already addressed it with the team on duty. I'd like to invite you back to see the difference, please reach me at [email].
Delivery and wrong-order replies
Wrong or missing items (DoorDash, Uber Eats)
I'm sorry your order wasn't right, [Name]. Getting a delivery order complete is on us, and we're reviewing our packing checklist. Please email [email] so we can make it right directly.
Cold or late delivery
Thanks for letting us know, [Name]. A [cold/late] delivery isn't the standard we hold, and we're working on our hand-off timing with the drivers. I'd like to take care of your next order, reach me at [email].
As a starting frame, yes. Never paste them unchanged. Add the guest's name, the specific issue, and a human detail. Identical replies are noticed by guests and by Google.
How do you reply to a positive review?
Thank the guest by name, mention what they praised, and invite them back. Short and warm beats long and generic.
How do you reply to a star-only review with no comment?
For a high rating, thank them and invite detail or a return. For a low rating, acknowledge it, apologize that something fell short, and offer a direct contact, since you do not yet know what went wrong.
Skip the copy-paste entirely
Replio drafts a personalized reply to every review in your own voice, pulling in the guest's name and what they said. Review and publish in a tap.