Free tool
How to reply to Google reviews, with ready templates
Every reply is also read by your future customers. Here are the rules for a good reply and five templates to adapt for the most common cases. Copy, fill in the parts in brackets and publish.
The rules of a good reply
- Reply to every review, even those with stars only.
- Reply soon: the person who wrote notices, and so do those who read later.
- Reply in the language of the review.
- Adapt every template: a tailored reply shows.
- Never personal data or details of the service received. Medical practices and therapies: neither confirm nor deny that someone is your patient.
- Don't argue in public: acknowledge, explain briefly and offer to talk by phone or email.
Five templates to adapt
Replace the parts in square brackets before publishing.
5 stars
A positive review, with or without text.
Thank you so much, [Name]! How lovely to read that [what they liked]. We'll tell the whole team. See you soon! [Signature]
Positive, with a remark
Praise with a criticism, often 4 stars.
Thank you, [Name], for the kind words and for being honest about [what wasn't right]. You're right: [what you are changing or have changed]. We hope to see you again soon. [Signature]
Negative, and fair
The customer had a real problem.
[Name], thank you for writing to us. We're sorry: [the problem] is not the service we want to offer. [What you did or will change]. If you like, call us on [phone] or write to [email]: we'd like to make it right. [Signature]
Negative, and unfair in your view
The account doesn't match what happened.
[Name], thank you for the feedback. We're sorry your visit wasn't what you hoped for. [The facts, briefly and calmly, without personal details]. We'd be glad to talk about it: you can reach us on [phone] or at [email]. [Signature]
From someone who isn't a customer
You find no trace of the visit, or the review is about another business.
Thank you for your message. Some details don't match our business: could it be about another company? If the visit was with us, call us on [phone] or write to [email] and we'll gladly clear it up. [Signature]
Fake or offensive review: how to report it to Google
- Find the review on Google Maps.
- Tap the three dots ⋮ next to the review and choose to report it.
- Pick the reason that best matches what you see.
- Meanwhile, reply calmly: readers see your reply.
Google decides, and it removes only reviews that break its rules. A negative but true criticism stays: there, the reply is what counts.
With Steloria we write the draft
In your dashboard, one click and Steloria prepares a draft reply to any Google review, in the language it was written in. You check it, change it if you like and publish it on Google.
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Frequently asked questions
Should I reply to positive reviews too?
Yes. You thank someone who took the time, and readers see a business that is present. Two tailored lines are enough.
Can I get a negative review removed?
Only if it breaks Google's rules, for example if it's fake, offensive or doesn't describe a real experience. Genuine criticism stays: reply calmly and offer to talk.
Can I edit a reply I've already published?
Yes. Whoever manages the Business Profile on Google can edit or delete it at any time.
Does Steloria publish the replies by itself?
No. Steloria prepares the draft, you publish it on Google: you always have the last word.