The short answer
Reply to reviews in four steps: thank the reviewer, acknowledge what they said, give a short factual response without private details, and offer a next step offline if needed.
Use the tool
Positive
Thank you, [name]! We are glad [specific detail]. See you next time.
Negative
Thank you for the feedback, [name]. We are sorry [issue]. We want to make this right; please contact us at [email] so we can help.
Suspected fake
We cannot find a record of this visit. Please contact us at [email] so we can look into it.
Edit the brackets before you use it.
How it works
Never share customer details publicly. Report reviews that break policy.
Common questions
Should I reply to every review?
Replying to most reviews shows you listen; keep replies short.
Sources
- Google Business Profile Help: Manage customer reviews
- Google Business Profile Help: Report inappropriate reviews
Sources checked October 6, 2026. Rules, fees and forms change; confirm details with the agency or provider before you act. This guide is general information, not legal, tax or insurance advice.
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