Responding to Google reviews: Examples and rules for restaurateurs

Why answers matter

Anyone who responds to Google reviews is speaking in public. A guest who does not yet know your restaurant often reads reviews and responses together. An objective response to criticism can build more trust than a series of perfect reviews.

Additionally, a response shows the author that their feedback has been received. Some guests give a second chance after a friendly response.

Respond to praise

Positive reviews deserve a short thank-you – not always the same text template, but with reference to what the guest wrote.

• Thank you, Huber family! Glad you enjoyed the schnitzel. We will pass this on to the kitchen.
• Thank you very much for the kind words about our beer garden. Until next summer evening!

Short and personal works better than a long text. Avoid including advertising for other offers in every response.

Respond to criticism

Reading criticism hurts, especially after a long evening. Therefore, do not respond immediately, but with some distance. A proven structure:

• Express gratitude and take the anger seriously: Thank you for taking the time.
• To get straight to the point, without excuses: "A one-hour wait for the main course is too long.
• If possible, explain what you will change – without internal details or blame assignments to employees.
• An offer for conversation outside of the evaluation: "Feel free to contact us directly.

An example: "Thank you for your honest feedback. On Saturday, the kitchen was overwhelmed, and we should have told you earlier. We have adjusted the reservations for weekends. If you give us another chance, please feel free to contact us - we look forward to it.

Unfair reviews

Some reviews are simply incorrect, offensive, or obviously not from guests. Google offers the option to report such reviews if they violate the guidelines. Whether they are removed is decided by Google.

Answer calmly and factually here as well. A short sentence like We are sorry but we cannot accommodate this visit. Please contact us directly so we can clarify matters shows other readers that you remain calm.

What you should never write

• Personal attacks or irony towards the guest.
• Data from the reservation, invoice amounts or other personal information.
• Assigning blame to individual employees by name.
• Threats with lawyer or ban from premises.
• Coupons in exchange for a modified review.

Those who want more reviews should simply ask satisfied guests – for example, with a QR code to the review page on the invoice or at the exit. Purchased or fake reviews are taboo.

Organize team responses

In many businesses, the owner answers, sometimes the restaurant management. It is important that it is clearly regulated:

• One person is responsible, a second person stands in during vacation.
• Critical reviews are discussed briefly within the team before the response.
• Recurring criticism is collected and addressed in the team meeting.
• Praise is passed on to the affected employees.

Reviews are free feedback. Those who read them systematically often find out where a business is struggling earlier than from any statistics.

Frequently asked questions