Negative review response templates

Templates save time, but customers notice copy-paste replies. Use these as a starting point: replace everything in [brackets], name the specific problem and say what you changed.

Slow service or long waiting time

Hi [Name], thank you for your feedback, and we're sorry you waited [time] for [your order / your table / your appointment]. That's longer than it should be. We've [added staff during peak hours / changed how we schedule appointments] to keep waiting times short. We hope to welcome you again and show you the difference. – [Your name], [Role]

Rude or unfriendly staff

Hi [Name], thank you for telling us about this. Every guest should feel welcome, and we're sorry that didn't happen during your visit on [day]. We've talked with our team about it, and friendly service is something we take seriously. If you'd like to share more details, please contact me directly at [email/phone]. – [Your name], [Role]

Wrong or missing order

Hi [Name], we're sorry your [order / delivery] was [wrong / incomplete]. That's frustrating, especially when you're [hungry / in a hurry]. We've added an extra check before orders leave [the kitchen / the store]. Please contact us at [email/phone] so we can make it right.

"Too expensive"

Hi [Name], thank you for your honest feedback. We understand price matters. Our prices reflect [fresh local ingredients / certified specialists / ...], but we always want guests to feel it's worth it. You might like [lunch menu / weekday offer / smaller package], which is a great way to try us at a lower price.

Cleanliness

Hi [Name], thank you for pointing this out, and we apologize. Cleanliness is not something we compromise on. We've [reviewed our cleaning schedule / added an extra check of the restrooms every hour]. We'd be happy to welcome you again so you can see the difference.

Product or treatment quality

Hi [Name], we're sorry that [the dish / the result / the product] didn't meet your expectations. We've shared your feedback with [our chef / our team] and [what you changed]. Please contact us at [email/phone]. We'd like to hear more and make it right.

Review from someone who doesn't appear to be a customer

Hi [Name], thank you for your review. We take all feedback seriously, but we couldn't find any record of your [visit / order / booking]. Please contact us at [email/phone] with more details so we can look into it.

If the review clearly breaks Google's policies, also report it in your Google Business Profile.

Short star-only review (no text)

Hi [Name], thank you for your rating. We're sorry your visit wasn't perfect. We'd really like to know what we could do better. Please let us know at [email/phone].

Tips for using templates

Reply in the reviewer's language. A reply in their own language shows real attention, especially for tourists.
Sign with a real name and role. It feels personal and accountable.
Keep it short: 3–5 sentences is enough.
Never post the same reply twice in a row. Change at least the specific details.

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