Example replies
Before you copyEdit every reply to fit: only promise actions, refunds or policies that are true for your business, and replace anything in [brackets].
Cold food, busy night
[Name], thank you for telling us. Food arriving lukewarm means it sat at the pass too long, and that's on us. We've added a runner on Friday and Saturday nights so plates go straight out. I'd like to hear more about your visit, so please email me at [email]. [GM name]
Undercooked or food safety concern
Thank you for raising this, [Name]. We take any concern about undercooked food very seriously, and our kitchen manager is reviewing cooking temperatures and procedures for that dish today. Please reach me at [phone] so I can learn exactly what you were served and when. [Owner]
Dish changed from before
Hi [Name], thanks for the honest feedback. You're right that we changed the curry recipe last month, and we've heard from a few regulars who miss the old version. Chef [Name] is taking that seriously and testing a version closer to the original. We'd love your opinion on it next time.
Bland or seasoning
Thanks for the feedback, [Name]. Sorry the pasta came out underseasoned. Our chef tastes every sauce before service, but clearly something slipped that night, and we've shared your note with the line. If you come in again, ask for me and I'll make sure it's right. [Manager]
Bakery or cafe, stale item
Sorry about the croissant, [Name]. Everything in our case should be baked that morning, and stale pastry means something went wrong with our rotation. We've reminded the morning crew to pull anything from the day before. Thanks for letting us know.
Food truck, short and friendly
Appreciate you trying us, [Name], and sorry the fries were soggy. Our fryer was struggling during the lunch rush and it's been serviced since. Thanks for the honest review, and we hope you'll swing by again.
Food reviews are about trust in the kitchen
When a guest writes that the steak was gray or the soup was cold, other diners read it as a warning about what will land on their own table. Your reply is the kitchen’s chance to say “we know, we checked, here’s what changed.” Restaurants that answer food complaints well often come out looking better than ones with no complaints at all.
These reviews describe a guest’s experience, so they won’t be removed for being harsh. Google keeps reviews that don’t break its content policies.
Talk to the kitchen first
Before replying, ask what happened that night. Was there a new cook on the line? Did a delivery come in late? Was the dish changed recently? A reply that names the actual cause (“plates sat at the pass too long”) is far more convincing than a generic “we’re sorry you didn’t enjoy your meal.”
Respond to the specific dish
Name the dish or problem the guest mentioned. Say what you’ve done: a runner added, a recipe re-tested, a supplier changed, a fryer serviced. In a restaurant, that specificity is what separates a reply that reassures from one that sounds like a form letter.
If the dish is meant to taste the way it did, say so briefly and kindly. Some guests expect a different spice level or cooking style. A one-line explanation helps readers; telling the reviewer they ordered wrong does not.
The free-meal trap
The traditional restaurant fix is “come back, dinner’s on us.” In a public review reply, that’s a problem. Google advises against offering deals or promotions in replies, and it strictly prohibits offering free goods or services in exchange for changing or removing a review. Even if you mean it as hospitality, a public offer under a negative review can look like a trade. If you want to make it right, do it privately, with no mention of the review.
Illness and food-safety claims
A review that says someone got sick after eating with you is serious, and the reply needs to be careful. Keep it short. Say you take it seriously and are reviewing procedures, and ask the person to contact you directly. Don’t dispute the claim or speculate about other causes in public, and don’t admit fault either. If it escalates beyond a review, that’s a matter for your insurer or a lawyer, not a reply.
When to report
A review written about a different restaurant fits Google’s off-topic rule. Abuse aimed at staff can fall under harassment or hate speech. Report those, and still reply calmly.
If it doesn't work
- The review claims food poisoning or illness: keep the reply short, avoid admitting fault or arguing, and move to a private conversation.
- The review describes a dish you don't serve: it may be meant for another restaurant. Report it as off-topic.
- The reviewer uses slurs or abuse toward staff: report it under Google's hate speech or harassment rules.
- Google asks you to edit the reply: remove any coupons, specials or menu promotions.
Questions owners ask
Can I offer a free meal in my reply?
Not publicly. Google advises against using replies for deals or promotions, and offering free food in exchange for changing a review is strictly prohibited. If you want to invite a guest back, do it privately and make clear it isn't tied to their review.
How should I respond to a claim of food poisoning?
Briefly and seriously. Say you take it seriously, that you're reviewing procedures, and ask them to contact you directly. Don't dispute it in public or admit fault; a reply isn't the place to settle a health question.
What if they just didn't like the dish?
Taste is personal and you won't win that argument. Thank them, explain the dish briefly if it's meant to be that way, and say you'll pass the feedback to the kitchen.
Sources
- Tips to get more reviews and write better replies (support.google.com)
- Prohibited and restricted content (support.google.com)
Checked 13 Nov 2026. When the platform changes its process we update this page and log it in What changed.