1) TLDR & Quick Start
Reply to every review. Classify the review, use one simple framework, and hit clear speed targets.
Classify first
Positive, Mixed, or Negative. Let the text override the number if it flags a serious issue.
Use this 7-step framework
Thank by name → Empathize or apologize → Reflect one or two specifics → Explain the action → Invite a private channel if needed → Re promise the standard → Human sign off.
Speed targets
Critical issues same day. Others within 24 to 48 hours. Aim for a 100 percent response rate. Track mean TTFR, median TTFR, and p90 TTFR weekly.
Guardrails
No order numbers, payment details, health information, or staff schedules in public. Keep any compensation in a private channel. Avoid raw machine translation. Reply in the guest’s language with human QA where possible. Do not argue.
Two pass for high stakes
Post an immediate acknowledgement, then edit or add an update after the investigation is complete.
2) Why Replies Matter For Restaurants
Guests do not only scan star ratings. They read recent replies to judge how your restaurant listens, fixes problems, and treats people. A consistent, thoughtful cadence signals operational discipline.
What great replies do for restaurants:
- Build relationships and loyalty. Personalized replies make guests feel seen and increase return intent.
- Drive business growth. Responding brings more reviews and nudges ratings upward, which improves social proof for new diners.
- Manage and improve reputation. Calm, constructive replies defuse negative feedback in public and humanize your brand.
- Boost local visibility. Steady review engagement can support local ranking on search and maps.
- Reinforce brand voice. Consistent tone across Google, Yelp, TripAdvisor Restaurants, OpenTable, TheFork, and delivery apps strengthens identity.
- Guestasy insight. In our analysis of more than 1,000,000 hospitality reviews and responses, empathetic, action oriented manager replies often led guests to update or remove negative reviews.
- Motivate teams. Public shout-outs for servers, hosts, and chefs lift morale and create repeatable moments of wow.
- Turn feedback into fixes. Reviews surface patterns such as wait times, order accuracy, temperature, seasoning, or noise. Your reply can acknowledge the issue and reflect the concrete action you have taken.
Bottom line: reply to every review, from five star praise to tough comments, with empathy, specifics, and a clear next step.
3) Classify Before You Reply: Positive, Mixed, Negative
Positive. Clear praise with no material issues.
- 5-star sites: 4–5 stars
- 10-point sites: 8–10 out of 10
Reply play: thank by name, mirror the highlight, recognize staff, invite a next step (return, direct contact).
Neutral/Mixed. A good stay with one or two friction points (e.g., Wi-Fi, AC, late check-in). Also includes some 4-star / 8–10 reviews when the text flags a real issue.
- 5-star sites: 3 stars
- 10-point sites: 6–7 out of 10
Reply play: acknowledge the win, own the issue, state the fix/prevention, offer a direct line, invite them back to see the improvement.
Negative. Defects that meaningfully harmed the stay; text may include photo/video proof.
- 5-star sites: 1-2 stars
- 10-point sites: 1-5 out of 10
Reply play: take ownership, apologize where warranted, outline immediate steps, provide a named contact and direct channel, follow up offline. Escalate if the review mentions safety, discrimination, pests, data/privacy, relocation, or major overcharge.
For deeper tactics on how to reply to negative reviews, see our Negative Reviews Playbook.
4) A Simple 7-Step Response Framework
Use this for any review type. Keep replies 70–120 words, specific, and human.
- Thank by name
Open warm and personal.
Example: “Dear [Name], thank you for dining with us and for sharing your feedback.”
- Empathize and, if warranted, apologize
Show you understand how it felt. Apologize for service gaps without legal admissions.
Example: “I am sorry your mains arrived cooler than expected. I understand how that affects the experience.”
- Reflect the specifics
Prove you read it. Mirror one or two concrete details.
Example: “You mentioned a 25 minute wait after your appetizers and a missed side.”
- Explain the action
State one clear fix taken or scheduled. Add a prevention step where relevant.
Example: “We adjusted the expo process, added a double check on sides, and refreshed our hot hold logs.”
- Invite a private channel, if required
Move sensitive details off thread with a named contact and direct line.
Example: “Please email [manager@restaurant.com] or call [number]. I would like to follow up with you directly.”
- Re promise the standard and set a next step
Restate what guests should expect and, if appropriate, suggest a future experience.
Example: “You can expect accurate tickets and hot plates at the right time. We would love to host you again so you can try our new seasonal menu.”
- Human sign off
Use a real name, role, and restaurant.
Example: “Kind regards, [Name], General Manager, [Restaurant].”
How to adapt by review type
- Positive: Emphasize Steps 1, 3, 6, 7. Mention a seasonal dish or chef special without being salesy.
- Neutral/Mixed: Use all steps. Balance thanks with one specific fix, then invite them back to see the change.
- Negative: Highlight Steps 2, 4, 5. Own it, give a direct line, and follow through offline. Escalate food safety, allergens, pests, discrimination, or payment issues via your incident process.
Guardrails
No order or payment details in public. No health data. No blame. Keep language plain and sincere.
Complete the framework on easy mode
If you want this 7-step approach to run smoothly across Google and every OTA, Guestasy can draft, route to human QA, and post in your brand voice, in multiple languages.
5) Platform nuances
Google Business Profile. Replies appear on your profile and can be edited later. Keep replies concise and specific.
Yelp. One owner response per review. Be factual and courteous. Avoid offers that could be seen as incentives. Invite a direct contact for follow up.
TripAdvisor Restaurants. One management response per review. Keep language family friendly and professional. Make the single response accurate and complete.
OpenTable and TheFork. Reply in the partner dashboard. Many diners leave comments about service pace, table placement, and noise. Acknowledge specifics and move any compensation to a private channel.
Zomato and Facebook. Public threads are visible to followers. Avoid discussing orders or payments in public. Offer a named contact.
Instagram comments and DMs. Short acknowledgements, work in comments. Move details to DM, then to email or phone if needed.
Delivery apps
Uber Eats, DoorDash, Grubhub, Deliveroo, GrabFood, Foodpanda. Use merchant portals to respond. Focus on order accuracy, temperature, packaging, and delivery delays. Thank the guest, state the fix, and route refund or credit discussions to the platform’s private resolution flow.
All platforms
- Do not post personal or order details.
- Keep compensation and verification in a private channel.
- Mirror one or two specifics from the review.
- Avoid links or promos unless clearly allowed.
- Keep tone warm and solution oriented.
- Sign with a real name and role.
6) Tone and brand voice
Write like you speak at the host stand. Be polite, concise, and personal. Thank the guest by name, mirror one or two details, and say plainly what you did or will do next. Short sentences read better on phones.
Aim for accountability without legalese. If something went wrong, say so and explain the fix in one line: “I am sorry your steak was overcooked. We reviewed our temp checks with the grill team.” When things go right, recognize your people: “Your kind words for Jacob and Molly made our day.”
Keep private matters private. Do not post order numbers, receipts, or compensation publicly. Offer a named contact and direct channel instead. If you can, reply in the guest’s language. Simple sentences help clarity and translation.
Do thank by name, reflect specifics, state one concrete action, invite a private channel, and sign with a real name and role.
Do not paste generic scripts, argue in public, promise what you cannot deliver, or stuff keywords.
7) Critical issues & escalation (when stakes are high)
When a review mentions food safety, allergen exposure or cross contamination, foreign objects, pests, discrimination or harassment, payment or data issues, or suspected intoxication and service of alcohol, treat it as an incident.
Two-pass response policy
Pass 1 — Immediate acknowledgement (public, within hours).
Post a short, empathetic reply that recognizes the issue, names a responsible contact, and moves details offline. Keep it fact light and safe to stand.
“Dear [Name], I am sorry for the experience you described regarding [issue]. I have escalated this to our management team and we are reviewing it urgently. Please contact [Manager Name] at [channel] so we can assist you directly.”
[Name], [Role]
Investigate & fix (internal, same day start).
Assign an owner such as GM or Head Chef. Open an incident report if one does not exist. Gather shift notes, time and temp logs, allergen matrix, CCTV if applicable, and third party delivery data. Implement corrective and preventive actions.
Pass 2 — Public update (once facts are verified).
Where the platform allows editing or replacing your reply, update the original response with a brief resolution note. Otherwise, you may have to delete the Pass 1 response and repost a new one (TripAdvisor). If editing isn’t possible, ensure Pass 1 is evergreen, then close the loop via the guest directly and reflect the learning in SOPs.
“Update (Sept 1): We refreshed our allergen training, added a second check at expo, and replaced the packaging that caused leakage. Please reach [Manager] at [channel] if we can assist further.”
Do / Don’t for critical replies
- Do reply fast, be human, give a named contact, and log everything.
- Do keep medical details, order numbers, and refunds off thread.
- Do not speculate, argue, or admit legal liability in public.
- Do not leave the first reply unedited forever. Close the loop with an update where allowed.
For wording and crisis scenarios (safety, discrimination, pests, data/privacy), see our Negative Reviews Playbook.
8) Multilingual & cultural tips
Reply in the guest’s language whenever you can as it reduces friction and feels respectful. If you must use English, keep sentences short and idiom-free so they machine-translate cleanly.
Practical guidelines
- Address forms matter. Use neutral, respectful titles. Example: Khun [Name] in Thai or [Name]-san in Japanese.
- Keep it simple. 10 to 15 word sentences, concrete nouns and verbs, no slang or humor.
- Mirror specifics in their language. If they praised your mango sticky rice, echo the local term.
- Names and diacritics. Spell the guest’s name as written.
- Numbers, dates, currency. Avoid ambiguity. Use currency codes when clarity matters.
- Bilingual when helpful. If only one reply is allowed, a compact English plus local version can serve both audiences.
- Avoid using Machine Translation. Do not paste raw Machine Translation output. Use assisted translation with human QA or a native reviewer. If you cannot verify the language quickly, post an English reply.
9) Targets: TTFR and response rate
Fast, consistent replies signal that you listen and act. Track two basics across every channel: Time To First Response (TTFR) and response rate.
Definitions
- TTFR: minutes or hours from review timestamp to your first public reply.
- Median TTFR (p50 TTFR): the typical guest experience. Less sensitive to outliers than the mean.
- p90 TTFR: the slowest 10 percent. Useful to spot weekend or backlog gaps.
- Mean TTFR: the arithmetic average across all replies in a period. Good for showing overall workload and trend, but sensitive to a few very slow cases.
- Response rate: replied reviews divided by total reviews in the period.
Recommended targets
- Critical issues: same day. Aim for p50 under 12 hours and p90 under 24 hours.
- Negative or mixed: within 24 hours. p50 under 12 hours, p90 under 24 hours.
- Positive: within 24 to 48 hours. p50 under 24 hours, p90 under 48 hours.
- Coverage: include weekends and holidays. Create a rota so p90 does not spike.
How to calculate
- Mean TTFR: sum of all TTFR values divided by count.
- Median TTFR: sort TTFR values and take the middle.
- p90 TTFR: the value below which 90 percent of TTFR values fall.
10) Workflow and QA: roles, guardrails, approval
A simple, repeatable process keeps replies fast and consistent across platforms and delivery apps.
Who does what
- Intake owner: pulls new reviews into a single inbox, tags by theme, assigns priority based on score and keywords.
- Drafter: writes the first version using the 7 steps, adds staff names and specifics from the review.
- QA Reviewer/Approver: checks tone, facts, policy, and privacy. Verifies platform rules and greenlights replies
- Poster: publishes, logs the link, and closes the ticket.
Flow
- Intake and tag e.g. wait time, order accuracy, temperature, service, cleanliness, noise, billing.
- Draft within TTFR targets.
- QA for empathy, specificity, action, private channel, clean sign off.
- Approve if critical or sensitive.
- Post and log with tags and owner.
- Follow up if you promised an action.
- Weekly review of patterns and fixes with kitchen and floor leads.
Guardrails
- No order numbers, payment details, health information, or compensation in public.
- Use a named contact and a direct channel for follow up.
- Keep replies 70 to 120 words and in plain language.
- For food safety, allergens, pests, privacy, or discrimination, use the two pass policy from Section 7.
Ready to turn reviews into revenue
Guestasy pairs AI speed with human QA to deliver fast, on brand, multilingual responses that build visibility, trust, and bookings. From real time feedback to upsell prompts inside replies, the workflow is designed to help your restaurant grow.
11) Common mistakes and how to avoid them
- Copy paste replies. Readers spot generic scripts.
Fix: mirror one or two specifics and keep it 70 to 120 words.
- Slow responses. Silence suggests you do not care.
Fix: track mean, median, and p90 TTFR. Cover weekends and peak nights.
- Arguing in public. Defensive replies scare future diners.
Fix: stay calm, acknowledge feelings, move details to a private channel.
- Sharing private details. Order numbers, receipts, and health info do not belong in public.
Fix: offer a named contact and an email or phone number.
- Overpromising. Big promises create risk if ops cannot deliver.
Fix: state one concrete action or prevention step you control.
- Public compensation debates. Looks transactional and invites copycat claims.
Fix: discuss goodwill offers privately or through the platform’s resolution flow.
- Machine translation without checks. Literal errors can offend.
Fix: use assisted translation with human QA.
- Ignoring staff shout outs. You miss a chance to humanize your brand.
Fix: thank the guest and name the team member.
- Keyword stuffing. Hurts readability and trust.
Fix: write for people. Let keywords appear naturally.
- No follow through. Promised fixes that never happen damage credibility.
Fix: log actions, assign owners, and update replies where editing is allowed.
12) FAQs
- Do we need to reply to every review
Yes. Reply to positive, mixed, and negative reviews. Prioritize critical issues the same day and handle others within 24 to 48 hours.
- How long should a restaurant reply be
Aim for 70 to 120 words. Thank by name, reflect one or two specifics, state one clear action, and offer a private channel.
- What if the review is unfair or factually wrong
Stay calm and factual. Share your perspective without arguing. Invite the guest to contact a named manager. If a platform offers a dispute process, use it separately from your public reply.
- Should we include discounts or compensation in public
No. Keep goodwill offers private or use the platform’s resolution tools.
- How do we handle different rating systems like stars and scores out of 10
Use a simple triage. Positive equals 4 to 5 stars or 8 to 10 out of 10. Mixed equals 3 stars or 6 to 7 out of 10. Negative equals 1 to 2 stars or 1 to 5 out of 10. Let the review text override the number if it flags a serious issue.
- Can we edit a response after we post it
Many platforms allow editing. If a case is sensitive, post a quick acknowledgement first and update once facts are verified.
- Should we translate replies
Yes when possible. Avoid raw machine translation. Use assisted translation with human QA. If you need time, post a short English acknowledgement and follow up in the guest’s language.
- What metrics should we track
Response rate, mean TTFR, median TTFR, and p90 TTFR. Review them weekly by platform and location.
- How should staff shout outs be handled
Thank the guest and name the team member. Recognition motivates staff and signals real hospitality to readers.
- Where can I find wording for difficult situations
Use the templates in this guide and see our separate negative review playbook for food safety, allergens, pests, privacy, discrimination, and payment issues.
About the author
I’m Martin Miller, COO at Guestasy. My focus: helping businesses manage their online reputation with a focus on responding to reviews quickly, clearly, and in the right voice. I've personally managed over 30,000 review responses since starting with Guestasy and have seen every complaint you could imagine, from snake attacks to haunted rooms. You name it, I've had to help a client respond.
Connect on LinkedIn → www.linkedin.com/in/martin-c-miller