How to reply to a mixed review

A mixed review needs a reply that does two jobs. Thank them for the specific thing they liked, then deal with the specific thing they didn’t, in about a sentence each. Keep the balance honest: the praise shouldn’t drown the complaint, and the complaint shouldn’t make you forget the praise.

Future customers may well read your reply to a 3-star review closely, to see how you handle it when something went a bit wrong. So keep it short, polite and professional, which is also what Google’s own reply tips say.

What to say

• Name the good thing. Use their words back to them, so “the pizza” rather than “your kind feedback”. One sentence is plenty.
• Name the bad thing too. If they said the service was slow, say the service was slow. Vague lines like “we’re sorry you had a less than perfect experience” read like you didn’t bother to look.
• Use a fact or a plain acknowledgement. If something has changed, say what. If nothing has, just admit the miss. Google’s tips say to admit mistakes, explain what you can and cannot do, and apologise if needed.
• Keep the weight even. Roughly a sentence each way. If the thanks runs to three lines and the complaint gets a clause, it looks like you’re dodging.
• Invite them to get in touch. Google says you can invite the reviewer to contact you by phone, email or in person. It’s a decent way to finish, as long as you mean it.

What not to say

• Don’t promise what you can’t deliver. “This will never happen again” is a hostage to fortune. Say what you know, and stop there.
• Don’t take the blame for things outside your control. Google says to admit mistakes, but not to take responsibility for what wasn’t yours.
• Don’t argue the point. Even if you think they’re wrong, a reply that picks apart their review makes you look defensive to everyone else reading.
• Don’t offer a deal or a discount. Google says not to use replies for deals or promotions, and offering something to change a review is off limits anyway.
• Don’t share private details. No booking information, no names, nothing personal about the reviewer.

Example replies

Pizza place, loud music

Fictional example. The review, 3 stars: “Pizza was excellent but the music was so loud we couldn’t talk.” The facts: the owner, Marco, has turned the speakers down on weekday evenings since.

Thank you for the kind words about the pizza, we’re glad you enjoyed it. You’re right that the music was too loud to talk over. I’ve turned the speakers down on weekday evenings since, so it should be easier to have a conversation now. Hope to see you again. Marco

Cleaner, missed bedrooms

Fictional example. The review, 3 stars: “Kitchen and bathroom spotless, but they missed the bedrooms.” The facts: none beyond the review; the booking included all rooms.

Thank you for saying the kitchen and bathroom came out spotless. I’m sorry the bedrooms were missed, as they were part of your booking and should have been done. If you’d like to talk it through, please get in touch by phone or email and I’ll gladly listen. Priya

Bookshop, a bit cramped

Fictional example. The review, 4 stars: “Lovely shop, a bit cramped.” The facts: none.

Thank you, we’re glad you liked the shop! It is a snug space, and fair enough, you’ve spotted it. We hope the books made up for the squeeze. Sam

Questions people ask

Should I reply to a mixed review at all?

Yes, because people read replies to middling reviews to see how you handle criticism. Before you can reply on Google, you need to have verified your Business Profile. Your reply is public and shows as the business, so keep it short, polite and professional.

How long should the reply be?

Short. About one sentence of thanks and one sentence on the problem, then a line inviting them to contact you if that fits. Google's own tips say to keep it brief. A long reply to a 3-star review can look defensive, and it's usually more than the reviewer wants to read.

What if I disagree with the criticism?

You can say so calmly, but stick to plain facts and never attack the reviewer personally. You can report a review, but only reviews that break Google's policies are removed, and Google says not to report one just because you disagree. Google also doesn't get involved in disputes between businesses and customers.

Should I mention what I've changed since?

Yes, if the change has actually happened and the business can confirm it, like turning the music down. Say it in one sentence. If nothing has changed, don't promise that it will; a plain acknowledgement is more honest.