How to respond to Google reviews as a business owner
You reply from your Google Business Profile once your business is verified. Your reply is public, shown under your business name, and the reviewer gets notified.
- Open business.google.com and sign in with the account that manages your profile.
- Select "Read reviews".
- Under the review, select "Reply", write your reply and send it.
- Google checks it before it goes live: usually within 10 minutes, sometimes longer.
Replying to a bad review
Thank them, own the problem in one sentence, say what you changed, and offer to talk by phone or email. Keep it short: the next customers read your reply more than the review. Example: "Thanks for taking the time to write. Saturday's wait wasn't right: we've added a second bartender on weekends. Message us at hello@… if you'd like to talk."
Replying to a good review
One line is enough, with a detail from the review so they know you read it: "Thanks for the kind words about the rooftop, see you at sunset." The reviewer can still edit their review after your reply, and you can edit or delete yours at any time.
A review that breaks the rules
A fake, abusive or off-topic review can be flagged from the same page, and Google removes it if it breaks its policies. A review that is only harsh stays, and your reply is what counts.
Your venue, checked for free
Answering reviews helps where you rank on Google Maps. The free check shows where you rank against the venues around you, with their ratings and review counts, and whether your hours, phone or website differ between Google, TripAdvisor and your own site.