What to Say When Responding to Google Reviews (2026)

You stare at the notification. A new Google review. Your cursor blinks in the empty response box, and you wonder: what exactly should I say?

Quick Answer: Every Google review response needs three elements: personalized acknowledgment (use their name), specific recognition of what they mentioned, and an appropriate close (gratitude for positive, resolution offer for negative). The exact words depend on the review type, but authentic, concise responses outperform lengthy templates every time.

Knowing what to say separates businesses that build relationships from those that sound like robots. This guide gives you the exact words that work.

In this guide, you'll learn:

• Opening phrases that feel personal, not templated
• What to say for 5-star, neutral, and negative reviews
• Words to use (and avoid) in every response
• Copy-paste scripts you can customize in seconds

For the complete picture, see our guide to responding to Google reviews.

The Three Elements Every Response Needs

Before diving into specific scripts, understand the framework. Every effective response contains:

1. Personalized Acknowledgment Use their name. Thank them for specific feedback. Show you read their actual review.

2. Recognition of Their Experience Reference something specific they mentioned. This proves you're not copy-pasting the same response to everyone.

3. Appropriate Close For positive reviews: express gratitude and welcome them back. For negative: offer resolution and provide contact information.

Miss any of these elements, and your response falls flat.

What to Say to 5-Star Reviews

Positive reviews are the easiest, but many businesses still get them wrong. The goal: make the reviewer feel valued without sounding generic.

Opening Lines That Work

Middle: Reference Something Specific

This is where most responses fail. Generic middle sections kill authenticity.

If they mentioned a staff member:

"I'll make sure to share your comments about James with him. He'll be so pleased to hear he made your visit special."

If they mentioned a product or service:

"We're glad you loved the deep tissue massage. Our therapists put a lot of care into making each session exactly what you need."

If they mentioned speed or efficiency:

"Fast service is something we work hard at, so it's great to hear we hit the mark for you."

Closing Lines for Positive Reviews

Keep closings warm but brief:

• "We can't wait to see you again!"
• "Looking forward to your next visit."
• "Thank you again, and see you soon!"
• "We appreciate you, [Name]!"

Complete 5-Star Response Examples

Example 1: Restaurant

"Thank you so much, Rachel! We're so glad you enjoyed the salmon. Our chef will be excited to hear that. The team loved having you and your family. See you next time!"

Example 2: Service Business

"Mike, thank you for the kind words! We're glad the repair held up and that you noticed the extra cleaning. That attention to detail matters to us. We appreciate your trust!"

Example 3: Retail

"Thanks for this, Jamie! We're happy the jacket was exactly what you needed. Our team works hard to help everyone find the right fit. Come back anytime!"

For more examples, see our 5-star review response templates.

Save time on responses: Our free AI review response generator creates personalized replies in seconds. No signup needed.

What to Say to Negative Reviews

Negative reviews require more care. Your goal isn't to win an argument. It's to show future customers that you handle problems professionally.

Opening Lines for Negative Reviews

Notice the difference: the left column deflects responsibility. The right column acknowledges their experience directly.

Middle: Take Ownership Without Over-Explaining

The instinct is to explain what happened. Resist it. Explanations sound like excuses.

What to say:

"You deserved better, and I take responsibility for your experience."

"This isn't how we want any customer to feel."

"I understand why you're frustrated."

What NOT to say:

"We were short-staffed that day..."

"If you had mentioned this at the time..."

"Our policy clearly states..."

For phrases to avoid, see what not to say in review responses.

Closing: Move It Offline

Always end with an invitation to resolve the issue privately.

Effective closing phrases:

• "Please reach out to me at [email] so I can make this right."
• "I'd like to discuss this further. Can you contact me at [phone]?"
• "Please email me directly at [email]. I want to understand what happened."

Providing direct contact information shows you're serious about resolution. Using a personal name ("ask for Sarah") is even better.

Complete Negative Review Response Examples

Example 1: Service Complaint

"Hi Tom, I'm sorry the wait was longer than expected. That's not the experience we want for any customer. I'd like to learn more and make this right. Please reach out to me at manager@business.com. - Sarah"

Example 2: Product Issue

"Marcus, thank you for letting us know about the quality issue with your order. This doesn't meet our standards, and I apologize. Please email me at support@business.com so we can resolve this immediately."

Example 3: Staff Interaction

"Jennifer, I'm sorry your experience didn't reflect the service we strive for. I take this seriously and would like to discuss what happened. Please contact me directly at [phone]. - Mike, Owner"

For more negative review strategies, see how to respond to negative reviews and responding without being defensive.

What to Say to 3-Star Neutral Reviews

Neutral reviews are tricky. The customer wasn't thrilled, but they weren't angry either. Your response should acknowledge the positives while addressing concerns.

The Neutral Review Formula

1. Thank them for the positive elements they mentioned
2. Acknowledge the areas that fell short
3. Show commitment to improvement
4. Invite them back

Example Neutral Review Response

The review: "Food was good but service was slow. Nice atmosphere though."

Your response:

"Thanks for your feedback, Dana! Glad you enjoyed the food and atmosphere. I'm sorry the service didn't match. We're working on improving our efficiency during peak hours. Hope to see you again and show you the full experience we aim for!"

Phrases for Neutral Reviews

Words and Phrases to Always Use

Build your vocabulary of effective response language:

Power Phrases for Any Review

Showing Appreciation:

• "Thank you for taking the time to..."
• "We really appreciate..."
• "Your feedback means a lot to us"
• "We're grateful for..."

Acknowledging Experience:

• "I understand..."
• "I'm sorry you experienced..."
• "I can see why that was frustrating"
• "That's not what we want for our customers"

Taking Ownership:

• "I take responsibility for..."
• "We should have done better"
• "You deserved better"
• "This falls short of our standards"

Inviting Resolution:

• "Please reach out to me personally at..."
• "I'd like to make this right"
• "Let me know how I can help"
• "Contact me directly so we can resolve this"

Words That Build Trust

Use these throughout your responses:

• You/Your - Focus on the customer, not your business
• I/Me - Personal accountability, not corporate speak
• We - Shows team commitment when appropriate
• Thank you - Genuine gratitude
• Understand - Shows empathy
• Appreciate - Values their time and input

Words and Phrases to Avoid

These words and phrases undermine even well-intentioned responses:

Defensive Language

Generic Corporate Speak

• "Dear valued customer" - Impersonal
• "We apologize for any inconvenience" - Overused, feels hollow
• "Your feedback is important to us" - Empty phrase
• "We strive to provide excellent service" - Self-congratulatory
• "We take pride in..." - About you, not them

Emotional Language

• "Honestly" - Implies you might not be honest otherwise
• "Very upset to hear" - Overdramatic
• "Shocked" - Dramatic and defensive
• "Disappointed in you" - Confrontational

Quick Reference: Response Templates by Star Rating

5-Star Template

"[Name], thank you for the wonderful review! We're so glad [reference specific detail they mentioned]. [Your team member/product/service] is [something genuine]. We look forward to seeing you again!"

4-Star Template

"Thanks for the great feedback, [Name]! Happy to hear [reference positive]. We're always looking to improve, so we appreciate your thoughts on [reference any suggestion]. Hope to see you again soon!"

3-Star Template

"[Name], thank you for your honest feedback. We're glad [reference positive], but I'm sorry [reference concern]. We're working on improvements and would love another chance to impress you."

2-Star Template

"[Name], thank you for letting us know about your experience. I'm sorry we fell short of your expectations. I'd like to understand what happened and make this right. Please reach out to me at [email]."

1-Star Template

"[Name], I'm sorry your experience didn't meet expectations. This isn't the service we want to provide. I'd like to discuss this with you personally and find a resolution. Please contact me at [email]. - [Your name]"

When AI Can Help You Find the Right Words

Coming up with the perfect response every time is exhausting. You're running a business, not writing poetry.

This is where AI tools shine. You describe the review, and get back a professional, personalized response that hits all the right notes. You can edit it, add personal touches, and post. The hard part is done.

Frequently Asked Questions

What should I say first when responding to a Google review?

Start with gratitude for positive reviews ("Thank you for your kind words") or acknowledgment for negative ones ("I'm sorry to hear about your experience"). The opening line sets the tone for everything that follows. Avoid generic phrases like "Dear valued customer" which sound robotic.

How long should my Google review response be?

Keep responses between 2-4 sentences for most reviews. Positive reviews need a brief thank you and personal touch. Negative reviews need acknowledgment, brief ownership, and an invitation to connect offline. Longer responses often seem defensive or excessive.

What phrases should I avoid in review responses?

Avoid defensive phrases like "but," "however," "actually," "you should have," and "our policy states." Also skip generic openers like "Dear valued customer" and overly promotional language. These phrases make responses feel corporate and insincere.

Should I use the reviewer's name in my response?

Yes, always use the reviewer's name when it's visible. Personalization shows you're responding to them specifically, not using a template. If they use a username or initials, use that. It transforms a generic response into a personal acknowledgment.

How do I respond to a vague negative review?

Acknowledge their dissatisfaction without making assumptions about what went wrong. Say something like "I'm sorry we didn't meet your expectations" and invite them to share more details privately. This shows concern without admitting to specific issues you're unsure about.

Conclusion

Knowing what to say when responding to Google reviews comes down to three things: personalization, specificity, and appropriate tone. Use the reviewer's name, reference what they actually said, and close with either gratitude or resolution.

Key Takeaways:

• Always use the reviewer's name for personalization
• Reference something specific from their review
• Keep responses to 2-4 sentences
• Avoid defensive language and corporate speak
• Move negative review discussions offline

The words you choose shape how potential customers see your business. Make every response count.

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