Your restaurant's reputation is built online as much as the dining room. If positive, online restaurant reviews can make your business. If negative, however, these reviews can result in fewer guests, declining revenues, and overall instability.
Research shows 84% of consumers “trust online reviews” as much as personal recommendations. In addition, 90% say they read at least 3 reviews before forming an opinion about a business, while 61% read reviews before dining out.
For many, Google remains the top place to check out online reviews for restaurants, bars, bistros, and other types of dining concepts.
Roughly 56% of consumers use Google to search for restaurant information, while 51% consider Google “to be the most useful platform” for reviews.
In other words, customer feedback, mainly online restaurant reviews, is more critical than ever. As a restaurant operator or manager, you need to respond to these reviews.
While it’s easier to reply to positive ones, responding to negative or bad reviews requires skill and patience.
In this quick guide, we’ll show you how to respond to negative reviews, and positive ones, with templates for various situations.
Why should you care about online restaurant reviews?
Online reviews aren't just a digital suggestion box for restaurants. They're a powerful tool that can directly impact your restaurant's success and profitability.
Managers and marketers shouldn’t view engagement with reviews as optional.
Here are the top benefits of regularly keeping up with and responding to online reviews. The next step is to turn online feedback into a competitive advantage.
Restaurant reputation management
Think of online reviews as modern-day word-of-mouth, crucial to your restaurant's reputation.
A potential new customer will likely check out your reviews before deciding to visit, and a collection of positive reviews can be the deciding factor.
Active online reputation management means you're not just reacting to feedback. You're proactively building trust and credibility with your future guests.
Customer loyalty and retention
When a customer leaves a review, good or bad, it's an opportunity. Responding thoughtfully shows that you value their experience.
This simple act of engagement can transform a one-time visitor into a repeat customer.
Customer loyalty is the backbone of a successful restaurant, and responding to reviews is a direct way to build that loyalty and make your patrons feel seen and appreciated.
Search engine optimization (SEO)
Responding to reviews is great for your restaurant's online visibility. Search engines like Google see frequent, thoughtful responses as a sign of an active and engaged business.
This activity can boost your local search ranking, making it easier for new customers in your area to find you when they're searching for places to eat.
Reviews can be viewed via your restaurant’s Google Business Profile, Google Maps, and Reserve with Google.
Higher revenue and reservations
Positive reviews directly influence a potential customer's decision to make a reservation or walk through your door.
A slew of positive restaurant reviews can help you increase online reservations, walk-ins, and even online orders or takeaway.
All of this ultimately boosts your revenues and profit margins.
Where do guests leave reviews?
Before responding to reviews, determine the top restaurant review platforms that matter most to you and your audience.
There are some global platforms like Tripadvisor and Zomato, and others that are regional or local. For example, Noon Food and Talabat operate in multiple countries in the Middle East. Reviews on their platforms will be country specific.
In Saudi Arabia, there are several booking platforms that act as review sites. The most popular, and which can be integrated with Servme, are The Chefz and webook.
Further reading: Top Restaurant Reservation Channels to Boost Bookings in 2025
How to respond to positive restaurant reviews
Positive reviews are your restaurant's best marketing tool. Use them to your advantage.
Here are a few tips on how to respond to positive reviews:
Be responsive: Make sure you respond to reviews in a timely manner. Setup a weekly time to review feedback and respond.
Show your gratitude: A simple "thank you" goes a long way.
Personalize the response: Mention something specific from the review or their experience, like a staff member's name or a dish they enjoyed.
Highlight the positive: Use your response to subtly reinforce what makes your restaurant great. For example, "We're so happy you enjoyed our famous lasagna!"
Encourage repeat business: End your reply with an invitation to come back soon.
Templates for responding to positive restaurant reviews
Here we’ll provide several examples of positive reviews along with a response to each. You can tailor these responses as needed.
General positive review
Review: "Had such a great time here last night! The food was amazing, and the atmosphere was perfect. We'll definitely be back soon!"
Response template 1:
"Thank you so much for the wonderful review, [First Name]! We're thrilled to hear you enjoyed the food and the atmosphere. It means a lot to our team to know we hit the mark. We can't wait to welcome you back again soon!"
Response template 2:
"Thanks for the kind words [Guest Name]! We’re so happy to hear you had a great time with us and enjoyed the food and vibe. We hope to see you again soon!"
Staff-specific compliment
Review: "The service was incredible! Our server, [Server's Name], was attentive and made our dining experience special. Give them a raise!"
Response template 1:
"Thank you for taking the time to share your experience! We're so glad to hear that [Server's Name] made your visit enjoyable. We'll be sure to pass along your kind words to them. We hope to see you again soon!"
Response template 2:
"This is fantastic to hear! We’re so proud of [Server's Name], and your feedback is a wonderful reminder of their hard work. We look forward to your next visit!"
Review from a regular customer
Review: "I’ve been coming here for years, and [restaurant/bar name] is still my favorite spot. The quality is consistent, and the staff feels like family. Keep up the great work!"
Response template 1:
"Thank you for being one of our regulars, [Customer Name/Handle]. It's customers like you who make what we do so rewarding. We're happy to be your go-to spot, and we look forward to serving you again soon!”
Response template 2:
"Wow, thank you so much, [Customer Name]! It means the world to us that you've been a loyal customer for so long. We consider you part of the family, too! We’ll keep working hard to be your favorite spot for years to come."
How to reply to negative restaurant reviews
Not all restaurant reviews will be positive, unfortunately.
Handling negative customer reviews is tricky. However, it can also be an opportunity to show your professionalism and commitment to your guests.
Here are a few tips:
Read the review carefully: Take a deep breath and read, or reread, the review carefully to identify specific issues the guest faced, like slow service, cold food, cleanliness…etc.
Don’t delete the review: Often some platforms will allow you delete negative reviews. Don’t. Instead, respond promptly and professionally within 24-48 hours, if possible. Your public response shows other potential customers that you are attentive and responsible.
Don’t act defensive: Your response shouldn’t be defensive. Instead, begin with a sincere apology and express gratitude for the feedback. Acknowledge their concerns and tell them you will work on improving this in the future.
Offer a solution: If possible, propose a clear, actionable resolution. Provide an email or phone number to move the conversation off the public platform and work toward a private resolution.
Learn and improve: Use the feedback to identify trends or issues that need to be addressed internally with your staff.
Templates for responding to negative restaurant reviews
Here are several examples of bad restaurant reviews and how to respond to each.
However, it’s worth stressing that a professional response will be ineffective if it’s not accompanied by action in your venue or chain.
Complaint about food quality
Review: "I was really disappointed with the [Dish Name]. It was cold when it arrived. Not a good experience."
Response template 1: "Thank you for bringing this to our attention, [Guest Name]. We're very sorry to hear that your [Dish Name] was not up to our usual standards. This is not the experience we want for our guests. We'd love the opportunity to make this right. Please email us at [Email Address] so we can get more details and invite you back for a better experience."
Response template 2: "We sincerely apologize for your disappointment with the [Dish Name]. We take all feedback seriously, and we're looking into what went wrong. We're committed to serving high-quality food, and we clearly missed the mark. We hope you'll give us another chance to show you our true level of service."
Complaint about poor service or a bad experience
Review: "The service was terrible. Our server was rude and completely ignored us for most of the meal. It ruined our evening."
Response template 1: "We are truly sorry to hear about your experience at [Restaurant Name]. Providing excellent service is our top priority, and it's clear we failed to do that for you. We will address this with our team immediately to ensure this doesn't happen again. We value your feedback and hope you'll give us another chance to provide the great service we're known for."
Response template 2: “We sincerely apologize that our service fell short during your visit. This is not the standard we hold ourselves to. We are disappointed to hear about the rude behavior you encountered. Your feedback is important and will be used to improve our team's training. We hope to welcome you back for a much better experience in the future.
Complaint about a long wait or operational issue
Review: "We had a reservation but still had to wait 45 minutes for a table. It was chaotic and unorganized. We ended up leaving before we even got to order."
Review 2: “We were on a waiting list but kept seeing other groups who came after us being seated before us. The waitlist was a mess and we eventually left without ordering.”
Response template 1: "Thank you for your feedback. We sincerely apologize for the excessive wait time you experienced, even with a reservation. We know your time is valuable, and this is unacceptable. We are reviewing our reservation and seating process to prevent this from happening again. We hope you'll give us another opportunity to provide you with the smooth and enjoyable experience you deserve."
Response template 2: "We apologize for the long wait and the frustration. We understand how disappointing it is to have your plans disrupted, and we appreciate your patience. We're working on improving our efficiency during peak times and regret that we were unable to serve you. Please reach out to us at [Email Address]. We'd like to invite you back and show you a much better experience."
Wrapping it up
A strong online reputation, coupled with great visibility from SEO, can lead to more reservations, increased foot traffic, and higher revenue. Reviews aren't just feedback. They're a powerful tool for business growth, continuous development, and building lasting guest loyalty for your F&B brand.
It’s important to streamline your restaurant’s online reputation management and reviewing process. You can do so by sending automated guest surveys via your restaurant reservation management system, like Servme.
You can also ask guests to leave a review after they pay their bill, use feedback cards, or ask for guest information and send them a link asking for a review.
You can then use positive reviews across social media, on your restaurant’s website, and Google. Depending on where your guests made their booking, you can see reviews on top restaurant reviewing sites like Tripadvisor, Zomato, and others.
Discover how Servme’s reservation, seating, and waitlist management software can transform your restaurant, help you track reservations, and boost your marketing and reputation management efforts. Book a personalized demo to learn more!
Frequently asked questions about responding to online restaurant reviews
Should you respond to every negative restaurant review?
Absolutely! Every negative review counts. If you feel or find some comments to be spamming you, you may take this with the review platform. However, this isn’t common.
Responding to negative reviews of your restaurant shows your professionalism and care to make things right.
If you’re getting a lot of negative reviews, then take the time to see why so many guests are struggling and fix your internal operations.
How quickly should restaurants respond to reviews?
It’s best to respond to reviews within 24 to 48 hours. This shows that you’re active and engaged with guests, both positive and negative.
We recommend picking specific days of the week to respond to reviews or during your slower periods. You can pick days following a rush.
For example, if your busiest days are the weekend, log in and respond to reviews on Mondays, often considered the slowest day of the week for restaurants.
Pick 2-3 days in the week to review platforms, check reviews, and respond to them.
Nada Sobhi
Marketing
