5 Review Response Templates Every Restaurant Owner Needs

Restaurant owners receive more online reviews than almost any other local business category. A 2024 Toast survey found the average restaurant gets 50+ reviews per month across Google, Yelp, and TripAdvisor. Responding to each one individually takes time most owners do not have.

Templates provide a starting point. The key is customizing each one with specific details from the review. Here are five templates covering the most common review scenarios.

Template 1: The Glowing 5-Star Review

Positive reviews deserve responses too. A study from Uberall found that businesses responding to positive reviews see a Remember to personalize every response. Here is a template:

Hi [Name], thank you for the kind words about [specific dish or experience they mentioned]. Our team works hard to create memorable meals, and it means everything to hear we hit the mark for you. We look forward to welcoming you back soon.

Notice it references their specific experience. Mention the dish, the server, or the occasion they described. This signals you read the review, not a robot.

Template 2: Food Quality Complaint

Food complaints sting. But 70% of unhappy diners return to a restaurant that resolves their complaint, according to the National Restaurant Association.

Hi [Name], thank you for your honest feedback about [specific dish]. The quality you described is not the standard we hold ourselves to, and we appreciate you letting us know. We've shared your feedback with our kitchen team and are reviewing our preparation process for [dish]. We'd love the chance to make this right. Please reach out to us at [email/phone] so we prepare something special for your next visit.

Template 3: Service Complaint

Service complaints often involve a specific employee or a busy evening. The response needs empathy without throwing staff under the bus.

Hi [Name], we are sorry the service during your visit fell short. You deserve attentive, friendly service every time you walk through our door. We are using your feedback in our team training this week to make sure we improve. If you are willing to give us another shot, please contact us at [email/phone]. We want your next experience to reflect who we truly are.

Template 4: Wait Time Complaint

Long waits frustrate diners. According to a Qualtrics study, 60% of customers will leave a review about excessive wait times.

Hi [Name], we understand how frustrating a long wait is, especially when you are looking forward to a meal. [If applicable: We were especially busy that evening due to (event/holiday).] We've since adjusted our reservation system and staffing during peak hours to reduce wait times. We'd love for you to experience the improvement firsthand. Please reach us at [email/phone] for a reservation.

Template 5: Pricing Complaint

Price complaints require a delicate touch. You do not want to be defensive, but you also need to communicate value.

Hi [Name], thank you for your feedback. We understand dining costs add up, and we work to deliver the best value we do. Our [specific ingredients/sourcing details] and [specific quality detail] reflect our commitment to quality. We appreciate you choosing us and hope to see you again soon.

Customization Is Non-Negotiable

These templates are starting points. Every response needs at least 2-3 specific details from the original review. Mention their name, the date they visited, the dish they ordered, or the staff member they interacted with.

Duplicate responses across reviews look lazy. Google's systems also favor businesses with unique, personalized responses when ranking local search results.

Save Hours With AI-Powered Responses

Writing 50+ personalized responses each month adds up to 10-15 hours of work. ReviewStack's AI agent reads each review, understands the context, and drafts a personalized response using your brand voice. You approve or edit before it goes live.

No more staring at a blank text box at 11 PM trying to find the right words. The AI handles the drafting. You keep the final say.

Wondering if your restaurant needs help? Take our free reputation quiz to find out in 60 seconds.