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The Google Review Playbook
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7 rules for any reply
What to say to a 5-star fan and a furious 1-star review — and what never to say.
72 reply templates
Real situations from 12 industries: restaurants, salons, dentists, auto repair, contractors and more.
Scripts for asking
Text messages, emails and what to say at the counter — including Spanish.
Google's rules
What's allowed, and what gets reviews removed — in plain English.
A taste of what's inside
★★★★★Restaurant: Long wait despite a reservation
“We had a 7pm reservation and still waited 40 minutes for a table. Nobody apologized.”
Suggested reply
I'm sorry — when you book a table, you should get it on time, and an apology was the least we owed you. Saturday ran behind and we handled it poorly at the door. I'd love to host you properly; please call and ask for me. — Marco, General Manager
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