How to reply to Google reviews

Why reply

Your replies are read by the person who left the review and by everyone deciding whether to visit your business. A good reply to a complaint can persuade more than ten stars.

Google recommends replying: it shows the business is active and cares about its customers.

Where to reply

Signed in with the account that manages the profile, search for your business on Google or open the Google Maps app, go to your profile and open Reviews. Each one has a reply button. Your reply is public, under the review.

No profile yet? Our guide to getting on Google Maps shows how to create one.

Positive reviews

Say thanks, mention something specific they wrote, and leave the door open. Two or three lines are enough.

For example: "Thanks, Laura! We're glad you liked the birthday cake. See you next time."

Avoid pasting the same reply everywhere: people notice, and it loses its value.

Negative reviews

Take a breath before you answer. Whoever reads it later isn't looking for who's right, but for how you treat a customer with a problem.

• Reply soon, within a day or two
• Thank them for telling you and say you're sorry about the experience, without long excuses
• If something went wrong, own it and say what you changed
• Offer to continue in private, with a phone number or WhatsApp
• Never post the customer's details or anything about their purchase

For example: "Hi, Martín. We're sorry about the wait on Saturday: we were one person short that day and didn't live up to it. Message us on WhatsApp and we'll make it right."

Fake or offensive reviews

You can't delete a review, but you can report it from your profile if it's spam, isn't from a real customer, or contains insults or personal data. Google reviews it and removes it if it breaks the rules.

Meanwhile, reply calmly and briefly: "We can't find your visit in our records. If you were a customer, message us and we'll look into it."

How to get more reviews

Most happy customers don't leave a review because nobody asks. Ask at the right moment, when they thank you or you finish a job, and make it easy: from your profile you can copy a link that goes straight to writing one.

What Google's rules don't allow:

• Offering discounts, gifts or prize draws in exchange for reviews
• Asking only the customers you know are happy
• Buying reviews, or writing them yourself or through family or staff

Breaking these rules can get your reviews removed or your profile suspended.