Why Do Most Review Response Templates Sound Terrible?
You know the ones. "Thank you for your valuable feedback. We strive to provide the best dining experience and are sorry to hear we fell short." You've read that response under a hundred different restaurants and bars. Your customers have too.
The problem isn't that owners are lazy. It's the opposite — you're exhausted. It's 11pm, you've been on your feet since 9am, the kitchen extractor is making a noise you don't like, and you've got six reviews sitting unanswered. So you Google "restaurant review response templates," copy something that sounds vaguely professional, paste it in, and move on.
Nobody blames you. But here's what happens next: potential customers reading your reviews see the same robotic response copied under every single one. It tells them nobody's actually listening. Worse, AI assistants like ChatGPT and Google's AI Overviews are now analysing response quality when deciding which venues to recommend. Generic responses signal a disengaged owner.
The good news? You don't need to write poetry. You just need responses that sound like a real person wrote them — because a real person did.
What Makes a Review Response Sound Authentically Human?
Every strong review response has three elements:
Specificity. Reference something the reviewer actually said. Not "your kind words" — their actual words. If they mentioned the lamb shoulder, say "lamb shoulder." If they loved the cocktail menu, name it.
Personality. Write the way you'd actually talk to a regular at the bar. If you're warm and chatty, be warm and chatty. If you're more understated, that's fine too. The worst thing you can do is adopt a corporate voice that doesn't match the experience of walking through your door.
Action. Especially for negative reviews — tell them what you're actually doing about it. Not "we'll pass this on to the team" (pass it on to whom? The void?). Something concrete.
With those three principles in mind, here are seven templates you can adapt tonight.
The 7 Templates
1. The Gracious Positive (5-Star, Short Review)
When they write: "Great food, lovely atmosphere, will definitely come back!"
Your response:
Really glad you enjoyed it — always good to hear the atmosphere came through, we put a lot of thought into getting that right. Hope to see you back soon. If you're around on a Thursday, the specials board is worth a look.
Why it works: It's brief, matches the energy of a short review, and drops a specific reason to return. No gushing, no over-thanking.
How to personalise: Swap "Thursday specials board" for whatever your actual draw is — live music nights, the weekend brunch, a seasonal menu change.
2. The Detailed Positive (5-Star, Mentions Specifics)
When they write: "The pan-seared sea bass was incredible, and our server Jake was brilliant — really knew the wine list."
Your response:
This is brilliant to read, thank you. The sea bass has been a favourite since we put it on — our chef sources it from [supplier/market] so it's always fresh. And Jake will be chuffed you mentioned him by name, he's genuinely passionate about wine pairings. We'll make sure he sees this.
Why it works: It mirrors their specifics back, adds a behind-the-scenes detail (sourcing), and acknowledges the named staff member — which also motivates your team.
How to personalise: Always name-check staff when a reviewer does. Add one detail they wouldn't know (where you source ingredients, how long a dish took to develop).
3. The Neutral Acknowledger (3-Star, Mixed Feelings)
When they write: "Food was nice but the service was a bit slow. Might give it another go."
Your response:
Thanks for being honest — that's genuinely useful. Sounds like the food did its job but we let you down on timing. Can I ask roughly when you visited? Weekends we've been busier than expected and we're actively sorting staffing to match. If you do come back, drop us a message beforehand and we'll make sure you're looked after properly.
Why it works: It doesn't get defensive, acknowledges the specific complaint, gives context without making excuses, and offers a personal touch for a return visit.
How to personalise: Reference your actual situation honestly. If you know you've been short-staffed, say so. Owners who are transparent earn far more goodwill than owners who pretend everything is perfect.
4. The Service Recovery (2-Star, Service Complaint)
When they write: "Waited 20 minutes to even get menus. Staff seemed disinterested. Disappointing."
Your response:
I'm not going to make excuses for this — a 20-minute wait for menus isn't acceptable and I'd be frustrated too. I've spoken with the team about what happened that evening. We've since changed how we manage table coverage during busy periods so no section gets neglected. If you're willing to give us another chance, I'd genuinely like to make it right — drop me a message through our page and I'll sort it personally.
Why it works: It takes ownership immediately (no "we're sorry you feel that way" deflection), describes a concrete change, and offers personal accountability.
How to personalise: Be specific about what you've actually changed. Customers — and AI assistants scanning your responses — can tell the difference between a real operational fix and a vague promise.
5. The Food Feedback (2-Star, Food Complaint)
When they write: "Ordered the burger, it was overcooked and dry. Chips were good though. Expected better for the price."
Your response:
Gutted to hear the burger missed the mark — that's one of our most popular dishes so this isn't the standard, genuinely. I've flagged it with the kitchen and we're tightening up consistency checks, especially during busy service. Glad the chips delivered at least. If you fancy giving the burger another go, let us know and we'll make sure it's done properly.
Why it works: It doesn't dismiss the complaint or get precious about the food. It acknowledges the specific dish, shows the kitchen has been told, and the "glad the chips delivered" line shows you actually read the review rather than copying a template.
How to personalise: Mention the specific dish by name, always. If you've made an actual change (new cooking process, different supplier), mention it.
6. The Wait Time Apology (Common Complaint)
When they write: "Booked for 7:30, didn't sit down until 8. No apology from staff."
Your response:
That's not good enough and I apologise — both for the wait and the fact nobody acknowledged it at the time. We've had a conversation about this as a team because even when we're running behind, the minimum is honesty about the wait and a proper apology. Thank you for flagging it. Genuinely helps us get better.
Why it works: It addresses both complaints (the wait AND the lack of apology). It doesn't blame a "busy evening" or a "system error." It's direct and human.
How to personalise: If you've introduced a specific fix (a host now gives estimated wait times, for instance), mention it.
7. The Crisis Response (1-Star, Angry or Potentially Viral)
When they write: "Worst experience ever. Found something in my food, manager didn't care. Avoid this place. Will be reporting to environmental health."
Your response:
This is extremely concerning and I take it seriously. I'd like to look into exactly what happened — could you contact me directly at [email/phone] so I can get the full details? We have strict hygiene procedures in place and we're already reviewing the kitchen from that evening. I understand your frustration and I want to resolve this properly, not just online.
Why it works: It moves the conversation offline immediately, doesn't admit liability but doesn't dismiss the claim either, and shows urgency without panic. For serious allegations, this measured approach protects your business while showing you care.
How to personalise: Always provide a real contact method. Never argue publicly with a 1-star reviewer — you're not writing for them, you're writing for the hundreds of potential customers reading silently.
How Can You Scale Personalised Responses Without Spending Hours?
Seven templates are a solid start, but every review is different. And you've got a business to run.
booteek's Chrome Extension fits in here. It sits right where you already manage reviews — on Google, on TripAdvisor — and suggests responses that actually sound like you. Not like a template. Like you.
That's because of Voice Learning. Every time you write or edit a response, booteek learns your tone, your phrases, the way you handle different situations. Over time, the suggestions get closer to what you'd naturally write, so responding to a batch of reviews takes minutes instead of half an hour.
You're not handing your voice over to AI. You're teaching it to draft like you do, so you can approve, tweak, and post — and get back to the things that actually need your attention.
Frequently Asked Questions
Should I respond to every single Google review? Yes. Every review — positive, negative, and everything in between. Google's algorithm factors in response rate when ranking businesses locally, and AI assistants are increasingly reading owner responses to judge engagement. Even a brief, genuine thank-you on a 5-star review matters.
How quickly should I reply to a negative review? Within 24-48 hours. Speed signals that you're paying attention. But don't rush a response to a serious complaint — a thoughtful reply the next morning is better than a defensive one fired off at midnight.
Is it OK to copy these templates word for word? Use them as a starting point, not a script. The whole point is personalisation — swap in your dish names, your staff names, your specific situation. Two identical responses under different reviews will undo all the goodwill you're trying to build.
Can review responses actually help my business get recommended by AI assistants? Yes — and more than most owners realise. AI tools like ChatGPT, Perplexity, and Google AI Overviews analyse review responses as a quality signal. Specific, personalised responses tell these systems you're an engaged, credible business — which directly influences whether they recommend you.
Want to see how Voice Learning adapts to the way you actually talk to customers? Try booteek free for 30 days — use code DEMO30 at booteek.ai and respond to your first batch of reviews tonight.