Bad reviews hurt. But how you respond can turn a frustrated guest into a loyal one. It also shows future customers how seriously you take service. This guide gives you clear, strategic responses you can copy and paste. You’ll also learn how to use video and data to verify facts before you reply, helping protect your brand and build trust.
Silence makes it worse
Not replying makes it seem like you don’t care or don’t have an answer.
Customers read the worst first
Most new customers check negative reviews before anything else. Your reply tells them what kind of business you really run.
You can win people back
A smart, respectful response can turn a bad experience into a second chance.
It helps your local SEO
Replying to reviews signals activity to Google. More engagement means more visibility.
Not replying makes it seem like you don’t care or don’t have an answer.
Customers read the worst first
Most new customers check negative reviews before anything else. Your reply tells them what kind of business you really run.
You can win people back
A smart, respectful response can turn a bad experience into a second chance.
It helps your local SEO
Replying to reviews signals activity to Google. More engagement means more visibility.
Always verify the review before replying
Don’t guess. Get the facts first.
Solink connects your video and POS data so you can match reviews to actual events. Check:
Solink connects your video and POS data so you can match reviews to actual events. Check:
- How long they waited
- What they ordered
- What happened at the table
- What your staff said and did
Always know what's happening in your restaurant
Discover how AI can help in your security.
Copy-paste responses to bad reviews
Use these response templates as a starting point. Always personalize with names and context when you can.
Hi [Name],
Thanks for the feedback. I’m sorry your visit didn’t meet expectations. That’s not the experience we want guests to have. I’ve shared this with our kitchen and service teams to help us improve. If you’re open to it, I’d like to speak directly and make this right. Please reach me at [your email] or call the store anytime.
Best,
[Manager’s Name]
Hi [Name],
I’m really sorry to hear about this. Friendly, respectful service is something we take seriously. I’ve reviewed your visit and will be following up with our team. If you’re willing, I’d appreciate a quick conversation so we can learn more and fix this. You can reach me at [your email].
Thank you,
[Manager’s Name]
Hi [Name],
Thank you for the review. I looked into your transaction and I do see the issue. We’re refunding the difference and updating our process to prevent this from happening again. I’ve also reached out directly to follow up. Let me know if there’s anything else I can do.
Best,
[Manager’s Name]
Book a demo to see how it works.
⭐ 1-star: “Service was slow and food was cold.”
Template:Hi [Name],
Thanks for the feedback. I’m sorry your visit didn’t meet expectations. That’s not the experience we want guests to have. I’ve shared this with our kitchen and service teams to help us improve. If you’re open to it, I’d like to speak directly and make this right. Please reach me at [your email] or call the store anytime.
Best,
[Manager’s Name]
⭐ 2-star: “Staff was rude. Won’t be back.”
Template:Hi [Name],
I’m really sorry to hear about this. Friendly, respectful service is something we take seriously. I’ve reviewed your visit and will be following up with our team. If you’re willing, I’d appreciate a quick conversation so we can learn more and fix this. You can reach me at [your email].
Thank you,
[Manager’s Name]
⭐ 1-star: “Overcharged and no one helped me.”
Template:Hi [Name],
Thank you for the review. I looked into your transaction and I do see the issue. We’re refunding the difference and updating our process to prevent this from happening again. I’ve also reached out directly to follow up. Let me know if there’s anything else I can do.
Best,
[Manager’s Name]
When to skip the reply
- If it’s fake or spam, report it to Google
- If you’re too upset to answer calmly, wait before responding
How to prevent future bad reviews
Solink helps you catch issues before they reach Google. It links your video footage and POS data so you can:- Review what really happened
- Catch service issues in real time
- Coach staff with video clips
- Respond to reviews with full context
How to write a review response that builds trust
Follow these rules in every reply:- Keep it short
- Be polite and professional
- Never argue
- Offer to talk privately
- Always thank them for the feedback
- Show what you’re doing to fix the problem
Bad reviews aren’t the end
They’re a chance to improve, fix your reputation, and win back a customer. Your response is for the reviewer, but it also speaks to every future guest reading the thread.Want to reply with proof?
Solink gives you the tools to match reviews to receipts and video so you can answer every complaint with confidence. It’s easier to build trust when you know exactly what happened.Book a demo to see how it works.