Review Response Examples: Templates for Every Kind of Review

Good review response examples share the same bones: thank the reviewer by name, mention something specific from their review, keep it short, and for complaints, acknowledge the problem and offer a direct way to follow up. Below are templates grouped by the kind of review you’re answering, from 5-star praise to suspected fakes, written for different types of business so you can pick the closest match and adapt it.

Every example here is illustrative. Names, businesses and details are invented, and you should always change the specifics to match the actual review. For the reasoning behind each type of reply, see our guides on how to respond to negative reviews and how to respond to positive reviews. This page is the wording library.

How to use these templates

Each group below starts with a note on what the reply needs to do, then gives two or three examples. Look for the one closest to your situation, then:

1. Swap in the reviewer’s first name if they’ve shown one.
2. Replace the specific detail with one from their review.
3. Change the sign-off to a real person and role.
4. Read it aloud. If it sounds like it could be posted on any business’s profile, add one more real detail.

These work on Google, Yelp, Facebook, Tripadvisor and most other platforms. For where and how to post a reply on Google specifically, see how to respond to Google reviews.

5-star review response examples

A 5-star reply should be short and specific. Thank them, pick up one detail they mentioned, and stop. No sales pitch.

Restaurant:

Thanks so much, Priya. We’re glad the short rib lived up to the recommendation, and we’ll pass your kind words to Marco in the kitchen. Hope to see you for the fall menu. Jen, General Manager

Plumbing company:

Thank you, Daniel. A burst pipe on a Sunday is stressful, and we’re glad Luis could get there quickly and leave everything clean. We appreciate you taking the time to write this. Carla, Owner

Online store:

Thanks, Sam. Really pleased the jacket fits well and arrived ahead of your trip. Enjoy it, and thanks for shopping with us. The team at Northline

Responses to star ratings with no text

When someone leaves stars but no words, you have nothing specific to pick up on. Keep it to one or two sentences, and vary the wording so your profile doesn’t fill with identical replies.

Positive rating, any business:

Thank you for the 5-star rating, Aisha. We appreciate you choosing us.

Positive rating, gym:

Thanks for the rating, Chris. Glad to have you training with us.

Low rating with no text:

Thanks for rating us, Jordan. We’re sorry your visit fell short, and we’d like to understand what happened. If you’re willing, please call the shop and ask for me. Mike, Service Manager

Mixed 3-star review response examples

A 3-star review usually praises some things and criticizes others. Thank them for both, address the criticism specifically, and say what you’re doing about it, if anything.

Hotel:

Thank you for the balanced review, Hannah. We’re glad the location and breakfast worked well for your stay. You’re right that the air conditioning in the older wing is noisy, and those rooms are scheduled for new units this winter. In the meantime, our front desk can move you to the newer wing on request. Tom, Guest Relations

Hair salon:

Thanks, Leah. We’re happy you love the color. Running 30 minutes behind on a Saturday isn’t the experience we want for you, and we’ve adjusted how we book longer color appointments to leave more buffer time. We’d love to see you again. Rosa, Salon Owner

Software company:

Thanks for the honest feedback, Marcus. Glad the reporting features are saving your team time. The mobile app is behind the desktop version, and that’s a fair criticism. Our support team can share what’s on the roadmap if you get in touch. Nina, Customer Success

Negative review response examples: a fair point

When the reviewer is right, say so plainly. A genuine apology and a specific fix are what future customers look for.

Auto repair shop:

Hi Greg, you’re right, and I’m sorry. Your car should have been ready Thursday as promised, and we should have called you when the part was delayed instead of waiting for you to call us. We’ve changed our process so customers hear from us first. I’d like to make this right, so please call me directly at the shop. Dave, Owner

Restaurant:

Thank you for telling us, Olivia. A 45-minute wait for mains with no update isn’t acceptable, and I’m sorry your birthday dinner went that way. We were short in the kitchen that night, but that’s our problem to solve, not yours. Please email me at the address on our website, as I’d like to invite you back. Jen, General Manager

Cleaning service:

Hi Tanya, I’m sorry. Missing the upstairs bathroom is exactly the kind of thing our checklist should catch, and it didn’t. We’d like to send the team back to finish the job at no charge. I’ll reach out using the contact details on your booking. Ellen, Operations Manager

Negative review response examples: partly inaccurate

When a review gets facts wrong, correct them calmly for future readers without calling the reviewer a liar. Acknowledge the part that’s true first.

Roofing contractor:

Thanks for your feedback, Ryan. I’m sorry the project took longer than you expected; the rain delays were frustrating for everyone. To clarify for other readers, our quotes list the full price before any work starts, and we don’t add charges without written approval. If something on your final invoice doesn’t match your signed quote, please call me and I’ll go through it line by line. Steve, Owner

Dental practice (no patient details):

Thank you for sharing this. We’re sorry to hear about your frustration. As a general matter, our office explains fees and insurance estimates before treatment, and we’re always happy to walk anyone through a bill. Please call our office manager directly so we can discuss your concerns. The Team at Riverside Dental

Responding to a suspected fake review

If you can’t find any record of the reviewer, reply briefly and neutrally, then report the review to the platform. Don’t accuse anyone in public. If you’re wrong, it looks terrible, and if you’re right, the report is what matters. Our guide on how to remove fake Google reviews covers the reporting process.

Any business:

Hi Alex, we take all feedback seriously, but we can’t find a booking or order under this name or around the date you mention. If we’ve missed something, please contact us directly so we can look into it. Sam, Front Desk Manager

Home services:

Thanks for posting, Jamie. We’ve checked our job records and can’t match this review to a visit from our team. We’d like to understand what happened, so please call the office with your address or invoice number. Paula, Office Manager

Responding when a review names a staff member

Named praise is worth passing on publicly. Named criticism needs care: don’t discuss the employee’s performance, discipline or personal details in public. Our guide on when a review mentions an employee by name covers the HR side.

Praise for a named employee:

Thank you, Marcus. We’ve shared your review with Tasha, and she was really pleased to hear it. Helping first-time buyers feel confident is exactly what she does best. Rob, Sales Manager

Criticism of a named employee:

Hi Laura, thank you for raising this, and I’m sorry your visit felt rushed. I’ve read your review carefully and I’m looking into what happened. I’d like to speak with you directly, so please call and ask for me. Anita, Clinic Manager

Notice what the second reply leaves out: the staff member’s name, any comment on their behavior, and any mention of consequences. That protects the employee and keeps the focus on putting things right for the customer.

Healthcare and legal review response examples

Doctors, dentists, therapists, lawyers and other professionals bound by confidentiality need a different approach. Never confirm that the reviewer is a patient or client, even if they’ve said so themselves, and never mention treatment, a case or any detail of the relationship. Under HIPAA, US healthcare providers must not confirm someone is a patient or disclose health information in a review reply, and attorneys have their own confidentiality duties. Speak in general terms about your practice and invite contact offline. Our guides to patient reviews and Google reviews for lawyers cover each field in more depth.

Medical practice, positive review:

Thank you for taking the time to share your kind words. Our team works hard to make every visit welcoming, and we appreciate the feedback. The Team at Oakwood Family Medicine

Medical or dental practice, negative review:

Thank you for your feedback. We take all concerns seriously, but privacy rules prevent us from discussing any individual’s care online. We’d welcome the chance to talk, so please call our practice manager directly. The Team at Oakwood Family Medicine

Law firm, negative review:

We take every review seriously. Our professional obligations mean we can’t discuss whether we have represented anyone or comment on any matter. If you’d like to talk with us about a concern, please contact our office manager directly. Hollis & Grant

Notice that none of these say “your appointment”, “your case” or “we’re sorry about your treatment”. Each of those would confirm the relationship. Our healthcare reputation management page covers the wider rules for practices.

How to adapt a template: a worked example

This is an illustrative scenario. A pet grooming business gets this 2-star review: “Dog came back looking great but they cut his nails too short and he was limping. Nobody told me when I picked him up.”

The owner starts from the “fair point” template, then changes it in four steps:

1. Acknowledge both halves. The groom was good, the nails and the lack of communication weren’t.
2. Be specific about the problem. Name the nail trim and the missing heads-up, not “your experience”.
3. State the fix. The team will now tell owners at pickup if anything happened during the groom.
4. Offer something direct. A call and a free follow-up nail check, offered as the right thing to do, not in exchange for changing the review.

Hi Megan, thank you for telling us, and I’m sorry. I’m glad Buster’s groom came out well, but a nail trim that leaves him sore isn’t acceptable, and you should have been told at pickup. We’ve made that a rule for the whole team: if anything happens during a groom, owners hear about it before they leave. I’d like to check on Buster and offer a free follow-up nail check, so please call me at the shop. Kate, Owner

The final reply is about the same length as the template, but every sentence is about this review.

Common mistakes with review response templates

• Copying replies exactly. Identical replies across a profile look automated and unread.
• Getting the details wrong. A template that thanks someone for their “stay” on a restaurant review shows it wasn’t read.
• Arguing the facts in public. Correct inaccuracies once, briefly, then move the conversation offline.
• Confirming a patient or client relationship. In healthcare and legal practices, even “thanks for visiting us” can confirm the relationship.
• Stuffing in keywords. “Thanks for choosing the best emergency plumber in Dallas” reads as spam.
• Asking for a higher rating. Don’t ask reviewers to change their stars in a reply, and never offer anything in exchange for changing a review. The FTC’s 2024 rule on consumer reviews prohibits conditioning incentives on what a review says.
• Adding a sales pitch. A 5-star reply that ends with a discount code for “your next visit” feels transactional. Save offers for private follow-up.

When it’s worth getting help

These templates cover most day-to-day reviews. Help makes sense if you have more reviews than time, several locations that need a consistent voice, or a run of difficult reviews. Our review management service writes and posts replies in your voice, with sensitive ones sent to you for approval first. If you’re dealing with reviews that break platform policies, see our guide on how to remove bad Google reviews.

Frequently asked questions

What is a good response to a positive review?

Thank the reviewer by name, mention one specific thing from their review, and keep it to two or three sentences. Sign off with a real name and role. Skip sales pitches and keyword stuffing.

How do you respond to a negative review professionally?

Thank the reviewer, acknowledge the specific problem, apologize where it’s fair, say what you’re doing about it, and offer a direct way to follow up offline. Keep it short and don’t argue the details in public.

Should I use the same response for every review?

No. A template is a good starting point, but change the name and at least one real detail every time. Identical replies across a profile look automated and suggest nobody read the reviews.

How should a doctor or lawyer respond to a review?

In general terms only. Don’t confirm the reviewer is a patient or client, and don’t mention treatment, a case or any detail of the relationship, even if the reviewer has shared it. Thank them, say you take feedback seriously, and invite them to contact the office directly.