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].
Spanish, restaurant, bilingual
¡Muchas gracias por su visita y por sus palabras, [Name]! Nos alegra mucho que le hayan gustado los tacos al pastor. Esperamos verle pronto. / Thank you so much for visiting and for your kind words, [Name]! We're very glad you enjoyed the tacos al pastor. We hope to see you again soon.
French, hotel complaint
Merci pour votre retour, [Name]. Nous sommes désolés que la climatisation de votre chambre ne fonctionnait pas. Elle a été réparée le lendemain. N'hésitez pas à nous écrire à [email] si vous souhaitez en parler. / Thank you for your feedback. We're sorry the air conditioning in your room wasn't working. It was repaired the next day. Feel free to write to us at [email].
German, short positive
Vielen Dank für Ihre freundliche Bewertung, [Name]! Es freut uns sehr, dass Ihnen der Service in unserer Werkstatt gefallen hat. Bei Fragen erreichen Sie uns jederzeit unter [phone]. Wir freuen uns auf Ihren nächsten Besuch. [Owner name]
Language your team doesn't speak
Thank you very much for your review, [Name]. We used a translation tool to read it, so please forgive any mistakes in our reply. We are sorry the wait was so long. We speak English and Spanish, and you can reach us at [email] or [phone] if you would like to talk more.
Portuguese, tourist visit
Obrigado pela sua avaliação, [Name]! Ficamos muito felizes por ter gostado do passeio de barco e das dicas do nosso guia. Boa viagem e volte sempre! / Thank you for your review! We're so happy you enjoyed the boat tour and our guide's tips. Safe travels, and come back anytime!
Why the reviewer’s language matters
A review in Spanish, Korean or French usually comes from a visitor or a local customer who is more comfortable in that language. Answering them in English works, but answering in their language does three things at once: it makes sure they understand you, it shows respect, and it tells other speakers of that language browsing your profile that they’re welcome. For tourist businesses and neighborhoods with large immigrant communities, that last point can bring in customers.
As of November 2026, Google’s help pages on managing reviews and writing replies set no rule about the language of a reply, so the choice is yours. Replies still go through the same content policy check as any other.
Get the meaning right first
Before writing anything, make sure you know what the review says. Machine translation is good at plain statements and weak at sarcasm, slang and regional phrases. “Great, waited an hour for cold soup” can come through as praise. If the review is more than a line or two, ask a fluent speaker to read it. Responding cheerfully to a complaint is worse than not responding.
Write simple, then translate
Draft the reply in plain English: short sentences, no idioms, no wordplay. Simple sentences survive translation. Then translate it and have someone fluent check the result. A staff member, a regular customer or a friend who speaks the language is ideal. If you can’t find anyone, keep the reply very short and say openly that you used a translation tool. People appreciate the effort more than they mind a small error. If you later realize a translation was wrong, fix the reply with the Edit icon under it rather than posting a second one.
The bilingual format
Posting the reply in the reviewer’s language first, followed by the English version, is a practical default. The reviewer reads their part, and everyone else reads the rest. Separate the two with a slash or a line break so they’re easy to tell apart. Keep both versions saying the same thing.
What to avoid
- Replying only in English to a complaint, then never following up.
- Jokes or local expressions in either language.
- Pointing out mistakes in the reviewer’s English if they wrote in a mix of languages.
- Mentioning their nationality or where they’re visiting from unless they said so themselves.
If it doesn't work
- You misread a complaint as praise or the reverse: check the translation first. Machine translation struggles with sarcasm and slang.
- The translated reply sounds odd or too formal: ask a fluent customer, staff member or friend to adjust it, or keep it very short.
- The reviewer answers in their language and you can't follow up: give a contact and say which languages your team speaks.
- The review is in a language unrelated to any visit, such as spam: report it under Google's off-topic or unclear and repetitive content policy.
Questions owners ask
Should I reply in English or in their language?
Their language, if you can do it well. It shows respect and makes sure the reviewer understands you. A bilingual reply (their language first, then English) covers both the reviewer and other readers.
Can I use machine translation?
It's a reasonable starting point, but have a fluent speaker read the result before it goes up. Errors in tone are common, and a reply that sounds cold or comic in translation can undo the effort. Keep the English source simple so there is less to go wrong.
What if nobody on my team speaks the language?
Keep it short: thanks, one sentence about their main point, and a contact. Short, plain replies translate better. Say which languages you can help in so the reviewer knows what to expect if they get in touch.
Sources
- Manage customer reviews (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.