Templates for positive reviews, negative reviews, rating-only ratings, delivery complaints, and more. Swap in the bracketed details and never send two identical responses.
Get StartedReplio drafts personalized replies automatically. Review and publish in one tap.
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.
Thanks for the kind words, [Name]. I'll make sure [team member] hears this directly, it means a lot. See you again soon.
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.
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.
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].
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].
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].
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].
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].
For the reasoning behind these, see how to respond to negative restaurant reviews.
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.
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].
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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.
Thank the guest by name, mention what they praised, and invite them back. Short and warm beats long and generic.
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.