20 review response templates for restaurants and hotels
Copy-paste these templates for every scenario: positive review, negative review, complaint about wait time or service quality.
Writing responses to Google reviews takes time — and finding the right words for certain comments can be genuinely difficult. Here are ready-to-use response templates adapted to the most common situations in the UAE hospitality industry. Feel free to personalise them with the customer's name, the dish or service mentioned, or your own signature.
Responding to positive reviews (4–5 stars)
For an enthusiastic review: 'Thank you so much for your kind words, [Name]! This is exactly why our whole team puts in such effort every single day. We hope to welcome you back very soon! [Your name].' For a review mentioning a specific dish: 'We are so pleased that our [dish name] won you over! It is a recipe we have been perfecting for years. We look forward to seeing you again soon!'
Responding to mixed reviews (2–3 stars)
For a complaint about waiting time: 'Thank you for your honest feedback, [Name]. We are truly sorry for the wait during your visit — it was an unusually busy service. We are working hard to improve. Please do not hesitate to reach out at [email] so we can arrange your next visit under better conditions.' For a price complaint: 'We understand that value for money is an important factor. We are committed to using fresh, quality ingredients — we hope to win you over on your next visit.'
Responding to negative reviews (1 star)
For a complaint about a dish: 'Thank you for letting us know about your disappointment, [Name]. What you describe does not reflect our standards. We would love to understand exactly what happened — could you write to us at [email]? We genuinely want to make things right.' For a 1-star review with no comment: 'We are truly sorry your experience did not meet expectations. Could you contact us at [email] to let us know what disappointed you? Your feedback is invaluable to us.'
These templates are an excellent starting point — but the best responses are those personalised to each individual review. MyReply goes further: it analyses the content of every comment and generates a bespoke response consistent with the tone of your business. No two responses are ever the same.