How to reply to a bad Google review (for restaurants)

Updated 4 November 2026

A bad review stings, especially when you know how hard the team worked that night. The good news is that a short, calm reply can do a lot. Here's a simple way to write one, and the things that only make it worse.

Before you reply

Wait until you're calm. A reply written in the heat of the moment is the one you'll regret.
Check what happened. Look at the booking, the till, and ask whoever was on that shift. Google's own tips suggest checking your records about the reviewer and their visit (source).
Remember who you're writing for. The reviewer will read it, but so will everyone deciding whether to book with you.
Check you can reply. You need a verified Business Profile before you can reply to reviews on Google (source).

A simple structure that works

Thank them for taking the time to write.
Show you've read it. Mention the actual issue, such as the wait, the cold chips or the noise, rather than "your experience".
Apologise where it's fair. You can be sorry they had a bad night without agreeing with every word.
Say what you're doing about it, in one line. "We've shared this with the kitchen" is enough.
Take it offline. Give a real email address or phone number and invite them to get in touch.
Sign off as a person, such as "Sam, owner" or "The team at [restaurant]". Google suggests signing with your name or initials so the reply feels authentic (source).

An example you can adapt

Slow service and cold food

Thank you for letting us know, [name]. We're sorry your food took so long on Saturday and arrived cold. That's not the standard we aim for. We've shared this with the kitchen and we're looking at how we pace things when we're busy. If you'd like to talk it through, please get in touch at [your email or phone]. [Your name], [role]

What not to do

Don't argue or correct them point by point. Even if you're right, it reads as defensive.
Don't blame a member of staff, and never name them. Your team's mistakes are the restaurant's to own.
Don't accuse the reviewer of lying or of writing a fake review. If you genuinely think a review breaks Google's rules, report it through Google instead (see below).
Don't share private details, such as booking names, what they ordered or how much they spent. Google's tips say never to share a reviewer's private info (source).
Don't offer discounts, free meals or vouchers in a public reply. Google's own tips say there's no need to offer deals or promotions in replies (source), and offering something in exchange for changing or removing a review is against Google's rules (source).
Don't write an essay. Google suggests keeping replies short and simple (source). Four or five sentences is plenty.

Allergies, illness and anything legal

If a review mentions an allergic reaction, food poisoning, an injury, discrimination or a solicitor, keep the public reply very short. Say you're sorry, that you take it seriously, and ask them to contact you directly. Don't discuss the details, guess at causes or admit fault in public. Follow your own procedures, and take advice if it could become a legal matter.

What happens after you reply

Google checks replies before they appear. Its help page says this usually takes up to 10 minutes but can sometimes take up to 30 days, and that the reviewer is notified when you reply and can still change their review afterwards (source). So a kind reply and a good follow-up can genuinely change how the story ends.

When a review breaks the rules

You can report a review that breaks Google's policies, for example spam, abuse or content that isn't about a real experience. Google is clear that you shouldn't report a review just because you disagree with it (source). Reply politely anyway while you wait: other diners will see your reply either way.

Want a starting point? Paste the review into our free review reply generator for three suggested replies, or browse 24 copyable reply templates.