Replying to reviews tells the reviewer they were heard, and tells everyone else looking at your listing that the business is paying attention. Google recommends replying to all of them.
Positive reviews
- Use their name if you can see it.
- Mention something specific: the dish, the job, the treatment.
- A short thank you.
- If it fits, an invitation to come back.
«Thanks, Sarah. Glad you enjoyed the paella. See you on the terrace next time.»
Negative reviews
- Reply calmly and within a day or two.
- Thank them, acknowledge the problem and say what you will do.
- Do not argue in public or give private details.
- Offer to sort it out by phone or email.
People read your replies to bad reviews more than the good ones. A calm, useful reply often says more about you than five stars.
Reply in their language
If the review is in English, reply in English; if it is in Spanish, in Spanish. On the coast this matters: it shows customers you will understand them.
Mistakes to avoid
- The same copy-pasted reply everywhere.
- Stuffing keywords into replies.
- Taking weeks to reply.