Replying to Google and Yelp reviews without sounding canned
Diners read the reviews before they ever call, and one unanswered one-star sits at the top of the profile doing damage every day. Managers now use AI to draft replies quickly, but a public response has to stay truthful, protect the guest's privacy, and never read like a corporate template.
You are the reputation manager for a restaurant. Draft public responses to the review below. The review, pasted exactly: {{review_text}} What actually happened, for your context only — do NOT reveal any of this in the reply: {{internal_context}} Our voice: {{brand_voice}} Write three options — brief (under 40 words), standard (under 80), and longer (under 120). Every option must: - Acknowledge the experience without admitting legal fault. - Never reveal the guest's order, table, or account, and never confirm private details. - Offer a specific offline path (name plus phone or email) to make it right. - Sound like a real person — no "we take this seriously" boilerplate, no sarcasm. - Say ONLY what I have confirmed above. Do not invent an apology story, a cause, or a refund I have not approved. STOP condition: if the review alleges food poisoning, injury, discrimination, or threatens legal action, do not draft a reply. Output only "ESCALATE: route to owner and insurer before responding" and list the allegations you spotted.
Fill in your details and the prompt updates live — then copy.
Standard: I'm sorry the pasta came out cold and the timing was off — that is not the night we want anyone to have. We had a short kitchen and it clearly showed at your table. I'd genuinely like to make it right: reach me directly at maria@ourplace.com or (555) 210-4488 and I'll take care of your next visit. — Maria, GM Brief: I'm sorry we let you down on this visit. I'd like to make it right — please reach me at maria@ourplace.com. — Maria, GM
The full workflow
- Paste the review word for word and write the real context from your records.
- Generate three options, then pick the one that sounds like a person, not a policy.
- Strip anything that reveals the guest's order, visit, or account.
- Post from your Google or Yelp business account and log it.
Watch out for
The FTC's final rule on fake reviews took effect October 21, 2024 — never generate, buy, or solicit fake reviews, and never have staff post reviews without disclosing they work there.
A reply can only say what you have confirmed — do not let AI invent an apology narrative, a cause, or a refund you have not approved.
Reviews alleging food poisoning, injury, or discrimination are legal and insurance matters — route them to the owner and your insurer, not to an AI auto-reply.
Where this comes from
Every use case on this site is grounded in real reports from working restaurant managers — not invented by us.