Ten review-reply templates that don't sound like a robot.

Reply to the person, not the rating

Name the thing they mentioned. One specific beats five adjectives, and readers can smell a paste-job.

Never argue in public

Even when they're wrong. The reply's audience is the next hundred readers, and graciousness under fire is the best advert a business gets to write for itself.

Edit each template until it sounds like your voice saying it

These are skeletons; skeletons need your clothes. (In every template, swap the [brackets].)

Warm 5★

'Thanks [name] — really glad the [thing they praised] landed well. Genuinely appreciate you taking the time; see you next time.'

Detailed 5★

'This made our week, [name]. [The specific thing] is exactly what we try to get right, so it's brilliant to hear it noticed. Thank you.'

Regular's 5★

'Always a pleasure, [name] — customers like you are half the reason this is a nice business to run. Thank you.'

Quiet 4★

'Thanks [name]! If there's anything that'd nudge that last star, we're all ears — but genuinely glad the [thing] worked for you.'

The mixed review

'Thanks for the honest write-up, [name] — glad the [good thing] worked, and you're right that the [issue] wasn't up to scratch. We've [what changed]. Hope we get the chance to show you the fixed version.'

The fair complaint

'You're right, [name], and I'm sorry — the [issue] shouldn't have happened. We've [concrete change]. If you're willing, I'd like to put it right personally: [contact].'

The unfair one (reply for the readers)

'Sorry this was your experience, [name] — it doesn't match what we aim for or what happened on our side ([one calm fact]). Happy to talk it through directly: [contact].'

The brutal one

'That's hard to read, and I won't reply defensively — clearly we lost you badly. If you're open to it, I'd like to hear the full story directly: [contact]. Either way, we're taking the [issue] seriously.'

The mistaken-identity one

'Thanks [name] — I think this may be meant for another business ([we don't do X]). If we're wrong, do get in touch; if not, we'd be grateful if you could move it to the right place.'

The silent star-rating (low, no text)

'Sorry we fell short, [name] — no message needed, but if you're willing to say what went wrong, we genuinely want to know: [contact].'