To respond to a Google review, open your Business Profile, select Read reviews, select Reply next to the review, write your response and select Reply. Keep it short, personal and specific to what the customer said. Thank positive reviewers, address any concern in mixed ones, and never share private details.
How to reply to Google reviews: step by step
You need a verified Business Profile and the Google Account that manages it. Google's steps from Manage customer reviews:
- Go to your Business Profile (search your business name on Google while signed in).
- Select Read reviews.
- Next to the review you want to answer, select Reply.
- Type your reply in the dialog box.
- Select Reply.
What happens next, per the same page:
- Google checks replies against its content policies. Replies usually take up to 10 minutes to review, but sometimes up to 30 days. If a reply is not approved, you will be asked to edit it.
- Your reply appears under the review as your business, not your personal name.
- The reviewer is notified when you reply, and they can still change their review afterward.
- To change a reply, go back to Read reviews and select Edit under it. You can delete it the same way.
Google also notes that reviews are only available in certain countries, regions and business categories, so a few profile types will not see these options.
What should a good review response include?
A good response thanks the person by name, mentions something specific from their review, adds anything useful (an answer, an update, a fix), and invites them back. Google's own tips for replies say to keep it short and simple, personalize it, respond promptly, and keep it conversational rather than promotional.
A few rules that save trouble:
- Don't paste the same line on every review. Google advises against sending the same generic thank-you to everyone, and readers notice.
- Don't sell in the reply. Google says not to use replies to offer deals. Invite them back instead.
- Never share private information. No order details, appointment dates, addresses or account notes. For healthcare and dental practices, never confirm someone is a patient.
- Sign it. A first name ("Dana, owner") makes the reply feel human.
| Review type | Goal of the reply | Length |
|---|---|---|
| 5-star | Thank, mention a detail, invite back | 1 to 3 sentences |
| 4-star | Thank, acknowledge any gap, show you listened | 2 to 4 sentences |
| Mixed (2 to 3 stars, praise plus complaint) | Thank, own the issue, say what changed, offer a direct line | 3 to 5 sentences |
| Negative (1 to 2 stars) | Stay calm, acknowledge, take it offline | See our negative review guide |
Responding to positive reviews: 5-star templates
Swap in the customer's name and one real detail from their review. That detail is what makes it read as a reply rather than a form letter.
General 5-star
Thanks so much, Maria. We're glad the cut came out exactly how you wanted. See you next time, and say hi to Jess for us. Dana, owner
Service business
Thank you, Kevin. Glad Luis got the water heater back up the same day and left the garage clean. We appreciate you trusting us with it. Mike, Northside Plumbing
Short review with no detail ("Great place!")
Thanks, Priya. We appreciate you taking the time to leave a review and hope to see you again soon.
Repeat customer
Tom, thank you for coming back again and for the kind words. It means a lot from a regular. See you next month.
Google review response templates for 4-star reviews
A 4-star review is a happy customer who noticed something. If they say what it was, acknowledge it. If they don't, just thank them warmly. Don't ask why it wasn't five.
4-star with a small complaint
Thanks, Alicia. Glad you enjoyed the brunch. You're right that the wait on Saturday was longer than it should be. We've added a second host on weekends, and we hope it's quicker next time.
4-star with no complaint mentioned
Thanks for the review, Ben. Glad the brakes are feeling good. We appreciate your business and are here whenever you need us.
How to respond to mixed reviews
Mixed reviews (praise plus a real complaint, often 2 or 3 stars) are where replies matter most, because future customers read them closely. Thank them for what they liked, own the problem without arguing, say what you are doing about it, and give a direct way to reach you.
Mixed: good result, poor communication
Hi Chris, thanks for the honest feedback. We're glad the AC is running well, and you're right that we should have called when the tech was running late. That's on us. We're changing how we send arrival updates. If you'd like to talk, call me directly at the office. Sam, owner
Mixed: liked the product, unhappy with price
Thanks, Jordan. Glad you liked the color. We understand the price felt high. We'd be happy to walk you through what goes into it, or talk about options for next time. Reach us at the front desk anytime.
For 1 and 2-star reviews, rude-staff claims, wrong orders and reviews you believe are fake, see the full guide on how to respond to negative reviews, which has step-by-step templates and Google's process for reporting a review.
Should you respond to every Google review?
Reply to as many as you realistically can, and always to negative and mixed ones. Google advises focusing on reviews where you can add a useful update or answer a question rather than sending the same generic thank-you everywhere. For a busy restaurant, that might mean replying to every complaint and a thoughtful sample of the positives.
A simple routine works for most owners: check reviews at the same time each day or week, reply to anything negative within a day or two, and batch the positive ones. Google also says replying to reviews shows that you value customers' feedback and that helpful replies can help your business stand out.
Getting more reviews to reply to
Replies matter more when there is a steady flow of recent reviews. ReviewUsToday does not reply to reviews for you; replying stays with you, in your Business Profile. What it does is the asking: it emails each customer a one-tap rating request from your business's name, with up to two reminders, and sends you any private feedback from 1 to 3 star ratings straight to your inbox so you hear about problems early. Learn more about our Google review management software, or read how to get more Google reviews for the manual approach.
Frequently asked questions
How do I reply to a Google review?
Go to your Business Profile, select Read reviews, select Reply next to the review, type your response and select Reply. Your business must be verified first.
How long does it take for a reply to show on Google?
Google says replies usually take up to 10 minutes to review, but sometimes up to 30 days. If a reply is not approved, you will be asked to edit it.
Does the customer get notified when I reply?
Yes. Google notifies the reviewer when you reply, and they can still edit their review afterward.
Can I edit or delete my reply to a review?
Yes. Go to Read reviews in your Business Profile and select Edit or Delete under your reply.
Should I reply to 5-star reviews with no text?
You can, briefly, but prioritize reviews with comments, questions or complaints. Google advises against sending the same generic thank-you to everyone.