10 review response templates for your restaurant (positive & negative!)

Are you struggling with the best way to respond to your restaurant reviews? After analysing hundreds of restaurant reviews online, we’ve created 10 powerful review response templates ready to use for your business.

The importance of reviews for your restaurant

If you’re part of the restaurant industry, chances are you’ve spent time navigating online reviews on Google, Yelp, TripAdvisor, and more. For better or worse, online reviews are an essential component of running a successful restaurant. Since customers place a good deal of trust in what others are saying about your restaurant online, reviews can be an excellent tool for attracting new people to your business:

So, how should a restaurant handle online reviews? For starters, your business must respond to every review—whether positive or negative—in a timely fashion. In fact, When writing a review, customers expect to receive a response within one day.  A thoughtful response builds trust and rapport with your customer base and showcases that you genuinely care about your customers’ experience. It also gives you the chance to shape the image of your restaurant by highlighting your strengths as a business. Even better, including the name of your restaurant in your response is a free way to boost SEO for your business!

Keep reading to learn how to manage your restaurant’s reviews and get 10 powerful review response templates ready to use for your restaurant.

How to manage your restaurant’s reviews

While diners are increasingly writing positive reviews, and good reviews can benefit your business in a big way, negative reviews are bound to happen. Knowing how to manage reviews left by less than happy customers is critical to your business. Here are 5 simple ways to respond to negative restaurant reviews.

Do some research: Make sure to read negative reviews closely, and when you have a full grasp on what the customer thinks went wrong, cross-reference the situation with your team. When you understand the context, do some quick research on the reviewer. This will ensure you respond to this particular customer in a way that resonates with them personally.

Take a deep breath: It’s in our nature as people to respond to frustration with frustration, but as hard as it may be, try to detach yourself personally.

Respond to every review: Think about why people write online reviews. People share their thoughts publicly because they want to be heard. It’s important that you answer every review, even that particularly frustrating one. 45% of consumers say that they’re more likely to visit a business if it responds to negative reviews.

Don’t wait too long to respond: Responding quickly and intentionally will help you stand out from the competition. Setting up a Google Alert will protect you from missing reviews that may need your attention.

Keep a positive presence online: Make sure you’re engaging with and responding to positive reviews. This can turn a first-time customer into a loyal eater, and an advocate for your brand.

Free review response templates for your restaurant

You know better than anyone that a lot goes into running a restaurant. From hiring to inventory, customer service to marketing, bookkeeping to operations, profitability and reputation. And with the increased relevance of online reviews, it might feel like you now have to be a customer service whiz and a creative writer just to keep a good online presence.

Answering customer reviews shouldn’t feel like a full-time job! We’re here to help with that. After analysing hundreds of restaurant reviews online, we’ve created 10 powerful review response templates ready to use for your restaurant. That way you’ll be able to streamline this process and reply to more customers in less time!

Response templates for positive reviews

Response template for positive reviews without text

Hi [REVIEWER NAME],

Thank you for your [X]-star review! We’re glad you enjoyed your experience at [RESTAURANT NAME] and hope to see you again soon

- [RESTAURANT NAME] Team

Response template for positive reviews without much information

Hi [REVIEWER NAME],

Thank you for taking the time to leave us a review - it's very appreciated! At [RESTAURANT NAME], we continuously work to create good experiences for our customers and your feedback makes it all worth it. We look forward to serving you in the future!

- [RESTAURANT NAME] Team

Response template for positive reviews that mention team members

Hi [REVIEWER NAME],

Thank you for leaving us such an awesome review! It means the world to us and specially to [TEAM MEMBER/S NAME/S]. Next time you come to [RESTAURANT NAME], don’t hesitate to ask for him/her/them, he/she/they will be happy to see you again.

Please let us know about your future experiences with us. We look forward to serving you in the future.

- [RESTAURANT NAME] Team

Response template for positive reviews about the food

Hi [REVIEWER NAME],

Thank you so much for the kind words. We’re very happy to hear that we share the same passion for food and that you had a great experience with ours!

Our kitchen staff will be especially happy to read this review. The [FOOD ITEM MENTIONED] is one of their favourites as well. Might we recommend you also try the [POPULAR FOOD ITEM NOT MENTIONED] in your next visit? We’re sure you’re going to love it as well. See you soon!

- [RESTAURANT NAME] Team

Response template for positive reviews about service

Hi [REVIEWER NAME],

On behalf of the [RESTAURANT NAME] team, thank you for the awesome review! Our team works very hard to create good experiences for our customers and we’re happy to hear that we hit the mark.

Its customers like you that makes it all worth it. We’ll be happy to serve you again!

- [RESTAURANT NAME] Team

Response templates for negative reviews

Response template for negative reviews without text

Hi [REVIEWER NAME],

We’re sorry to hear that your experience was not an amazing one. We’d like the opportunity to learn more about what happened and how we can improve. Would you please consider reaching out to us at [PHONE NUMBER / EMAIL ADDRESS]? We would love to make things right.

- [RESTAURANT NAME] Team

Response template for negative reviews without much information

Hi [REVIEWER NAME],

Thank you for taking the time to leave us a review. At [RESTAURANT NAME], we continuously work to create good experiences for our customers and we’re sorry to hear that we missed the mark here.

Would you please consider reaching out to us at [PHONE NUMBER / EMAIL ADDRESS] with any further comments or suggestions? We hope we can use this to improve in the future.

- [RESTAURANT NAME] Team

Response template for reviews that need a solution

Hi [REVIEWER NAME],

Thank you for bringing this to our attention. At [RESTAURANT NAME] we are committed to providing great customer service and would like the opportunity to make this right. Please give us a call/email at [PHONE NUMBER / EMAIL ADDRESS]. Our [POSITION + NAME] will take care of this personally.

We hope to find a solution as soon as possible.

- [RESTAURANT NAME] Team

Response template for fake reviews

Hi [REVIEWER NAME],

We’d like to apologise for your negative experience at [RESTAURANT NAME]. However, we cannot find any record of your visit in our database. Could you please reach out to us at [PHONE NUMBER /EMAIL ADDRESS] so that we can discuss the matter further? We look forward to hearing from you.

- [RESTAURANT NAME] Team

Response template for angry customers reviews

Hi [REVIEWER NAME],

We’re sorry to hear that you weren’t satisfied with your experience. There are some concerning details in your review that we’d like to discuss further. If you’d like our assistance, could you please reach out to us at [PHONE NUMBER / EMAIL ADDRESS]?

We really value your opinion.

- [RESTAURANT NAME] Team

Submitting this form means you’ve agreed to our Terms of Service.
Download icon

Sign up for Otter's new Manual Orders feature today!

This is some placeholder text by Ollie
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

Learn more about Otter's integrations

This is some placeholder text by Ollie.

Testez Otter gratuitement pendant un mois

Schedule a demo today

Schedule a Call