Example replies
Example replies to café reviews on Google
These are examples, not templates. The reviews are made up. Change names, dishes and details to match what really happened before you post anything. Want one written for your actual review? Try the free reply generator.
Tone
A few habits before the examples.
- Keep it as short as the review. A two-line review deserves a two-line reply.
- Mention the drink or the bake they named.
- For a long wait or a wrong order, say sorry for that exact thing and what you're doing about it.
- Friendly is good; too many exclamation marks reads as a template.
5, 3 and 1 star
Cafés: reviews and replies.
5-starLoves the coffee
Review (example)
Best flat white in the area, and the cardamom bun is unreal. Lovely staff.
Example reply
That cardamom bun is Yuki's recipe, she'll be very happy to hear this. Thanks for the kind words about the flat white too. See you for the next one.
Why it works: Names the bake and credits a person. Short, like the review.
5-starGood place to work
Review (example)
Quiet in the mornings, good wifi, and they never rush you. My go-to for working.
Example reply
Thanks! The morning crowd is a nice quiet bunch and we like it that way. Glad the corner tables are working out for you.
Why it works: Agrees with what they valued without overselling.
3-starLong queue
Review (example)
Coffee is great but the queue on Saturday was 20 minutes. Needs more staff.
Example reply
Thanks for waiting it out, and fair point. Saturdays have been busier than we planned for, so we're adding a second person on the bar from 9 to 12. Glad the coffee was worth the wait.
Why it works: Agrees, gives the concrete fix, closes on what went right.
3-starFood was so-so
Review (example)
Drinks are lovely but the sandwich was a bit dry.
Example reply
Thank you for letting us know about the sandwich. That's useful, and I've passed it on to the kitchen. Glad the drinks hit the mark, and I hope the next lunch is better.
Why it works: Short thanks, specific acknowledgement, no defensiveness.
1-starWrong order and an attitude
Review (example)
Asked for oat milk, got dairy. When I said so the barista just shrugged. I'm lactose intolerant.
Example reply
I'm really sorry. Getting dairy when you asked for oat is a health issue, not a small mix-up, and a shrug was the wrong response. I've talked to the team about it. If you're willing, please reach me at [email] so I can hear more.
Why it works: Treats the allergy-type issue seriously, owns the behaviour, moves it offline.
1-starClosed when it said open
Review (example)
Google said open till 6, arrived at 5:15 and it was closed. Wasted trip.
Example reply
Sorry about the wasted trip. We closed early that day and didn't update our hours on Google, and that's on us. They're fixed now, and we'll post any early closing there first. Hope we can make it up to you with a proper visit.
Why it works: Admits the cause, shows it's fixed, keeps it brief.
Questions
About replying.
Is it okay to reply in a casual tone?
Should I reply to reviews with stars but no text?
Draft replies right on the review page.
The ReplyPlate extension writes a first draft; you read it and post it.