This guide is organized by the complaints restaurants actually get. For the general framework, see how to respond to negative Google reviews, and for the harshest ones, the one-star review guide.
Before you reply: two minutes of checking
- Find the visit. Check the date, the reservation book, or the ticket if you can. Knowing whether it was a slammed Saturday or a quiet Tuesday changes what you say.
- Ask the shift lead. A quick "do you remember this table?" often explains the whole review.
- Decide if it's public-safe. Anything about illness, allergies, injuries, discrimination, staff discipline, or legal threats gets a slower, more careful reply (more on that below).
- Wait until you're calm. A reply posted angry stays up a lot longer than the anger does.
Replies by complaint type
The examples below are illustrative, not real reviews. Change the wording so it sounds like you.
"We waited forever"
Own the wait without blaming the kitchen, the staffing, or other guests. If something is genuinely changing, say so; if not, don't invent a fix.
Thank you for telling us, and I'm sorry the wait took over your evening. That's not the pace we want, especially on a night out. If you'll give us another try, let me know when you're coming in and I'll look after your table myself. – [Name], owner
"My order was wrong" or "the food was cold"
Thank them for the specifics, acknowledge it plainly, and offer to make it right offline. Don't debate whether the steak was really overcooked.
Thanks for letting us know. A dish should arrive the way you ordered it and at the right temperature, and yours didn't. I'd like to make that up to you. Please reach out to me directly. – [Name], owner
"Our server was rude"
Don't name the employee, defend them publicly, or announce discipline. Acknowledge how it felt and take it offline.
I'm sorry your visit felt that way. Everyone who walks in should feel welcome, and I'll be talking with the team about it. I'd appreciate the chance to hear more directly if you're open to it. – [Name], owner
"Way overpriced" or "small portions"
You don't need to apologize for your prices. Thank them, explain briefly if there's something worth knowing, and stay gracious.
Thank you for the feedback. We source [ingredient] locally and make our pasta in-house, which is reflected in our pricing. We understand it isn't for every night out, and we appreciate you giving us a try. – [Name], owner
"The place was dirty"
Take it seriously and keep it short. Don't argue about inspection results in a review reply.
Thank you for raising this. A clean dining room and restrooms are basic, and I'm sorry we fell short during your visit. I've shared it with the team and we're checking our cleaning routine. – [Name], owner
"I got sick" or an allergy reaction
This is the one to slow down on. Don't admit fault, deny it, or discuss anyone's health publicly. Reply briefly, show concern, and move it to a direct conversation. If the review mentions a doctor, a report, or a lawyer, talk with whoever advises your business before replying.
We're very sorry to hear you weren't feeling well, and we take any concern like this seriously. Please contact me directly at [phone/email] so we can look into it properly. – [Name], owner
Delivery-app complaints
If the problem was the driver or the app, say so gently, without blaming the guest or sounding like it's not your problem.
Thanks for letting us know, and I'm sorry your order arrived that way. Once food leaves with a delivery driver it's out of our hands, but we still want it to be right. Please reach out directly and we'll take care of you. – [Name], owner
What not to do
- Don't argue the facts in public, even if the reviewer is wrong. A calm one-line correction ("We actually close at 9, so the kitchen was closed when you arrived") is the most you need.
- Don't copy and paste the same apology on every review. Guests notice, and it reads as no one is really listening.
- Don't offer freebies in public. It invites more complaints. Make the offer privately.
- Don't reveal private details like order numbers, reservation names, or what the guest said to staff.
When the review seems fake
If you can't find the visit and the details don't match your restaurant, you can reply politely that you have no record of it and invite them to contact you, then report the review through your Google Business Profile. Don't accuse anyone of lying in the reply.
Make it a routine
Bad reviews are easier to handle when they don't pile up. Checking new reviews a few times a week and replying to each one, good and bad, keeps any single complaint from becoming the first thing people see. Our 4-star review guide and restaurant reply examples cover the rest of your profile.
If you'd rather not write these yourself, RepstackHQ drafts a reply to every new Google review in your voice, you approve each one by email, and nothing posts without your OK. Sensitive reviews get flagged for you instead of answered automatically. You can start with a free Google review audit or read more about review management for restaurants.