Your Goal Should Be To:

• Maintain a 100% review response rate. 

• Respond within 24-48 hours. 

• Address issues in a professional, brand-safe manner. 

• Move sensitive conversations offline. 

• Capture data and trends for ongoing improvement. 

Why Review Responses Matter:

Every review is a chance to connect with your guests and reflect the hospitality that defines your brand. 

4 and 5-star reviews are from guests who already love your restaurant. Thank them warmly, mention something specific they enjoyed, and invite them back. A sincere response strengthens their loyalty and encourages them to share their experience with others.

3-star reviews come from guests who had an average experience. Acknowledge both what went well and what could have been better, and let them know you look forward to welcoming them again. Showing that you care can turn an ordinary visit into the start of a lasting relationship.

1 and 2-star reviews are opportunities to rebuild trust. Thank the guest for the feedback, express genuine concern, and offer to continue the conversation privately. A calm, thoughtful response shows that you listen, care, and take pride in making things right.

Responding to reviews also helps with visibility. Consistent engagement such as updating listings and replying to reviews shows both guests and search engines that your business is active and trustworthy. This activity can help improve your placement in local and AI-driven searches.

Most importantly, people trust online reviews. About 80% of diners see them as valuable as a personal recommendation. Your thoughtful responses help strengthen your reputation and give new guests confidence in choosing your restaurant.
 

Using Keywords in Review Responses

Keywords play a quiet but important role in how your restaurant appears in search results. When guests mention specific dishes, experiences, or locations in their reviews, weaving those same words into your response helps reinforce relevance for both readers and search engines.

Why it matters:

• Search engines like Google look for consistent signals between what guests say and how your business engages. When your responses include those same themes naturally, it helps your location show up in more searches for those terms.

• This visibility boost is especially valuable in AI-driven and local search, where relevance and engagement determine placement.

• Using thoughtful, descriptive language also helps potential guests get a sense of your restaurant’s offerings and atmosphere.

How to use keywords tactfully:

• Repeat specific words or phrases the guest mentioned if they fit naturally.

  • Example: “We’re so glad you loved the <dish name>” or “Happy to hear you enjoyed our <tasting menu name> experience.”

• Reference the restaurant name or concept in your response when appropriate.

  • Example: “We appreciate your feedback and hope to see you again at <location name and city>.”

• Focus on authentic phrasing rather than optimization. Keywords should feel like part of a natural conversation, not a list of search terms.

• Avoid overuse. One or two keywords per response are enough to keep your tone natural while still supporting visibility.

• Incorporate context-rich language that reflects your brand, such as “house made,” “speciality cocktails,” “locally sourced ingredients,” or “great service.”

In short, use keywords to enhance clarity and visibility — not to sound promotional. The goal is to stay genuine, thoughtful, and aligned with your brand’s  tone of care and authenticity.

Response Framework

General Best Practices

Do:

• Aim to respond promptly, ideally within 24–48 hours, so guests see you are engaged and attentive

• Use the guest’s first name if available

• Reference the specific location (for example: “our <city>  location”) 

• Mention something they noted in their review to make your response feel personal

• Keep the tone conversational and aligned with the brand’s hospitality standard

• Use natural keywords like “locally sourced,” “happy hour,” or “brunch” when relevant for search visibility

• Leave contact information when a conversation needs to move offline (for example: “Please reach us at [contact email] with your visit date, time, and location so we can follow up directly”)

Avoid:

• Admitting fault or liability

• Promising refunds or disciplinary actions

• Mentioning competitors or internal processes

• Using generic or copied responses

When to Escalate

If a review includes or references any of the following, pause before responding and escalate based on your defined processes  for guidance. This may be to your corporate team, legal team, ownership, or any designated point of contact:

• Legal or liability concerns

• Claims involving discrimination or harassment

• Mentions of health or safety issues

• Threats or hate speech

• Reviews tied to media or PR-sensitive situations

Once you receive guidance or an approved response, post the reply publicly. Until then, it’s okay to wait. A delayed response is better than one that risks inaccuracy or brand misalignment.