The problem
Replying to reviews shows future customers you care, but finding the right words for a two-star review after a long day is hard, so many go unanswered.
Step by step
- Decide your rules: reply to every review within a week; thank people by name; never argue in public.
- For negative reviews, write down what actually happened before asking the AI anything.
- Ask for a short, calm draft using the facts, offering to continue the conversation privately.
- Edit it so it sounds like you and post it.
The prompt
Draft a reply to this {star rating}-star review of {business name}.
What actually happened: {your notes}
Rules: thank them, stay calm, do not argue or share private details, do not offer compensation in public, invite them to contact {email or phone} if relevant. Under 70 words.
Review:
{paste review}
Replace the {highlighted} parts with your details, or fill them in with the prompt builder.
Check before you use it
- No private details about the customer are revealed.
- Nothing admits liability if there is any legal angle.
- It does not sound like a template; change a sentence or two.
Privacy
- Reviews are public, so pasting them is fine. Do not add private booking or health details.
Do’s and don’ts
Do
- Reply within a few days, good reviews included.
- Thank people by name and mention something specific they said.
- Move complaints to a private conversation.
Don’t
- Argue, blame the customer or share booking details in public.
- Post the same template reply under every review.
- Write fake reviews or ask AI to write them for customers. It breaks platform rules and consumer law.
When not to use AI for this
Reviews that mention injury, discrimination or legal action: talk to your insurer or adviser before replying.
Tools that can help
We are not paid by any of these companies, and we list well-known options, not a ranking. Features and plans change; check the provider’s site and its data terms before you sign up. See all AI tools by category.
Useful for
Restaurants and cafésTrades and home servicesSalons, barbers and beautyFitness studios and gymsHotels, B&Bs and holiday rentalsAuto repair shopsVeterinary clinicsCleaning companies
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