How to respond to Google reviews.
Response examples for positive and negative reviews — or skip the templates entirely: paste the review into the free AI generator below and get a reply you can post.
The review.
Positive or negative — the reply adapts.
Your reply.
Read it, make it yours, then post it.
AI-drafted — always review before posting. It won't invent refunds, phone numbers, or policies, but only you know the facts of the situation.
Want more five-star reviews to respond to? Grab our review request templates.
What a good review response does.
Review responses aren't really written for the reviewer — they're written for the hundred people who read the exchange afterwards while deciding whether to call you. A good reply shows them a business that pays attention: it names the specific issue, takes it seriously, and moves the fix offline. A bad reply — defensive, generic, or absent — does the opposite.
The best review strategy, though, is upstream: catch problems while they're still conversations. That's what Zurvo does on your website — answering customers 24/7, capturing their contact details, and emailing you the ones that need a human, before frustration turns into a one-star post. Try it live.
Positive review response examples.
Short, specific, and personal — mention the thing they praised.
Thank you, [Name]! We're so glad the rescreening turned out well — [Tech] will be happy to hear you noticed the clean edges. Enjoy the fresh air, and we're here whenever you need us.
This made our week, [Name] — thank you. Same-day turnaround is something we work hard at, so it means a lot that it stood out. See you next time!
Thanks for the kind words and for trusting a small local shop, [Name]. Reviews like this are how neighbors find us — we appreciate you taking the minute.
Negative review response examples.
Acknowledge the specific issue, stay calm, move the fix offline.
[Name], you're right — a 45-minute wait without an update isn't the experience we want anyone to have, and I'm sorry. I'd like to make it right; please call and ask for me directly so we can sort this out.
Thank you for the honest feedback, [Name]. We clearly missed the mark on communication here. I've shared this with the team, and if you're open to it, I'd welcome the chance to fix the underlying issue — please reach out and we'll take care of you.
I'm sorry this fell short, [Name]. That's not our usual standard, and I'd rather fix it than explain it — please contact us and we'll make it right.
Every situation is different — for a reply written to the exact review, use the generator at the top of this page.
Review response FAQs
How should I respond to a negative review?
Fast, calm, and specific. Thank them for the feedback, address the exact thing they raised (not a generic apology), and move the fix offline — invite them to call or email so you can make it right. Never argue publicly, never share their private details, and never promise a refund in the reply itself. The generator above follows those rules.
Should I respond to positive reviews too?
Yes. A short, personal thank-you shows every future customer reading your reviews that a real person is behind the business — and reviewers who feel seen come back. Mention the specific thing they praised so it doesn’t read like a template.
Is it okay to use AI to write review responses?
As a starting point, absolutely — the trap is posting generic AI text verbatim on every review. Use the draft, then keep the sentence that names their specific situation and cut anything that doesn’t sound like you. One minute of editing keeps it human.
How fast should I reply to reviews?
Within a day or two for negative reviews — the longer a complaint sits unanswered, the more it looks like the business doesn’t care. Positive reviews are more forgiving, but a same-week reply still reads best.
Can Zurvo handle reviews for me automatically?
Zurvo’s job is the step before the review: it answers your website visitors 24/7, captures their details, and gets problems to you while they’re still conversations — so fewer of them become bad reviews. See what it does for small businesses.
Fewer bad reviews start with faster answers.
Point Zurvo at your website and try it free for 3 days. Set up in about five minutes.