How to reply to Google reviews, with examples.
Replies show future customers how you treat people. A short, warm reply to every review takes a minute and makes others more likely to leave one.
Replying to good reviews
- Thank them by name.
- Mention something specific from their review.
- Invite them back.
Example: “Thank you, Ana! We’re so glad you loved the sinigang. See you again soon!”
Taglish: “Salamat po, Mark! Natuwa kami na nagustuhan ninyo ang haircut. Balik po kayo!”
Replying to bad reviews
- Stay calm and reply within a few days.
- Apologise for their experience without arguing about the details.
- Offer to fix it privately, with a contact.
Example: “Sorry to hear your order took so long, Paolo. That’s not the experience we want for you. Please message us on Facebook so we can make it right.”
Never write in a reply
- Personal or health details about the customer
- Accusations or insults, even if the review feels unfair
- Offers of a discount in exchange for changing the review
A review that breaks Google’s rules (fake, spam, offensive) can be reported from your Business Profile. Read Google’s review rules.
Make reviews one tap away.
A Tapfour stand opens your Google review page with one tap. From ₱900, delivered in 4–8 days.
Should I reply to every Google review?
Yes, if you can. Short replies to good reviews and calm replies to bad ones show customers you care.
Can I delete a bad Google review?
No. You can only report reviews that break Google’s policies, such as spam, fake or offensive reviews. Google decides whether to remove them.
How fast should I reply?
Within a few days. For a bad review, reply quickly and move the conversation to private messages.