Use these examples as starting points, then adapt them to the facts and your voice. They are writing aids, not proven ranking formulas. Never expose private customer information or promise an action the business has not approved.
Positive experience
“Thank you for sharing your experience. We are glad the visit was useful, and we appreciate you taking the time to leave feedback.” Add a specific acknowledgement only when it is safe and supported by the public review.
Praise for a team member
“Thank you for recognising our team. We will share your feedback with the people involved.” Avoid publishing additional personal details about an employee.
Long wait
“We are sorry the wait affected your visit. Please contact us through our published support channel so we can understand what happened and help.” Do not promise a refund without authority or dismiss the wait as impossible.
A missed expectation
“Thank you for explaining what you expected. We would like to understand where our information or service fell short. Please contact our team so we can review the details privately.” Use this only when the business intends to follow up.
Incorrect opening information
“Thank you for flagging the opening information. We are checking the details on our public pages and listings. Please use our published contact number to confirm availability while we resolve this.” After correction, update the reply accurately if appropriate.
A complaint needing investigation
“We take this feedback seriously and would like to review it with the right team. Please contact us using the details on our website.” Acknowledge the concern without admitting unverified facts or accusing the reviewer.
Unable to identify the experience
“We have not been able to identify the visit from the information here. Please contact us privately so we can look into it.” Missing records do not prove that a review is fake. Use the official reporting process only when there is a relevant policy concern.
Mixed feedback
“Thank you for explaining both what worked and what could be better. We appreciate the detail and will use it in our review of the service.” Refer to a public detail only if appropriate, and do not bury the criticism in promotional language.
Sensitive service context
“Thank you for your feedback. We welcome the opportunity to hear concerns through our published contact channel.” For clinics or other sensitive settings, do not confirm a relationship or discuss an individual's records publicly.
An update after resolution
“Thank you for giving our team the opportunity to follow up.” Describe the resolution only if it is appropriate, approved and does not reveal private information. Never condition support on changing or deleting the review.
Create a fair review request process and use recurring feedback to improve operations.
Sources and further reading
Official documentation explains platform rules. Examples and workflows are editorial guidance; illustrative businesses are fictional. See our editorial policy.
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