How to Respond to Restaurant Reviews (With Templates)

Reviews are one of the first things diners check. How you respond is almost as important as the reviews themselves, because future guests read your replies. Here is a simple approach and templates you can adapt.

Ground rules

• Reply to every review, or as many as you can, within a few days.
• Stay calm and professional, even when a review feels unfair.
• Be specific. Mention a detail from their review.
• Move problems offline. Offer a phone number or email.
• Never share private details about the guest or their visit publicly.
• Never offer incentives for positive reviews or post fake reviews; platforms and the FTC prohibit it.

Positive review template

“Thank you, [name]! We’re so glad you loved the [dish] and that [server] made your [occasion] special. We’ll pass your kind words to the team. See you again soon.”

Negative review template

“Hi [name], thank you for letting us know, and we’re sorry your visit didn’t meet expectations. [Brief acknowledgment of the issue, e.g. ‘A 40-minute wait for entrees is not the experience we want for anyone.’] We’d like to make this right. Please reach out to [manager name] at [email/phone].”

Keep it short. Don’t argue, list excuses or debate details publicly.

Mixed review template

“Thanks for the thoughtful review, [name]. We’re happy the [positive] hit the spot, and we hear you on [concern]. We’ve shared it with the kitchen. We hope you’ll give us another try.”

Unfair or false review

Reply briefly and factually: “We take feedback seriously but can’t find a record of this visit. Please contact [email] so we can look into it.” Then use the platform’s reporting tools if the review violates its policies.

Turn reviews into content

• Design a review graphic with the quote and a photo of the dish they mentioned.
• Share a “guest favorites” carousel monthly.
• Save reviews to a Reviews highlight on Instagram.
• Ask permission before using a reviewer’s name and photo in ads.

Get more reviews

• Add a QR code linking to your Google review page on receipts or table cards.
• Ask happy regulars in person.
• Send a thank-you message after online orders with a review link.

Save time drafting replies with our AI prompts for replying to reviews. For your broader strategy, read the restaurant social media marketing guide.