Replying to Google reviews when you run a restaurant
In hospitality, the Google review is the new storefront: a customer hesitating between two places reads the latest reviews — and above all how you reply to them. The problem is that reviews land at the worst time: mid-service, late at night, on Sundays. Here's how to keep a flawless listing without giving up what little rest you get.
A reply to every review, even in the rush
You can't leave the pass to write a composed reply to an unhappy guest. Igor reads the review as soon as it arrives, drafts a fitting reply and emails it to you: you approve it between services, in seconds.
The right tone, from the delighted 5★ to the tricky 1★
Thanking someone for a perfectly cooked dish, defusing a complaint about the wait without ever getting defensive or inflaming it: Igor adapts the tone to the rating and the content of the review, and always leaves you the last word before publishing.
Reviews in other languages no longer block you
A tourist leaves a review in English, German or Italian? Igor replies in the customer's language, ready to publish. Your terrace now speaks all your customers' languages.
Example replies signed by Igor
Here is how Igor replies to real reviews from your trade — you always keep the last word before publishing.
Camille R.· Google★★★★★
A perfect evening! Lovely welcome, the duck breast cooked to perfection and great wine advice. We'll be back for sure.
Igor's reply
A huge thank you for this note, it truly touches us! Delighted that the duck and the front-of-house advice hit the mark — I'll pass your compliments on to the whole team. We can't wait to welcome you back very soon.
Julien M.· Google★★★★★
Service too slow, we waited 40 minutes for a lukewarm dish. Shame, because the setting is lovely. Nobody apologised.
Igor's reply
Thank you for flagging this, and our sincere apologies for the wait and for the dish that wasn't at the right temperature: that's not the experience we want to offer. We're talking it through with the team tonight. Please write to us directly — we'd genuinely like to make it up to you on a future visit.
Igor handles the replies for you. It reads every review, writes a fitting reply in the customer's language and emails it to you — you approve in one click, in 5 seconds. See how it works →
Frequently asked questions
Yes. A warm reply to a 5★ review is read by every future customer browsing your listing: it shows an attentive team and makes people want to book. Two sincere sentences that pick up a concrete detail are enough.
Stay calm and empathetic, thank them for the feedback, express regret and offer to continue privately. You don't defend yourself dish by dish, you don't contradict the guest and you never admit a legally risky fault. Igor writes exactly in that spirit.
Don't reply in the heat of the moment. Igor spots sensitive reviews (threats, dubious remarks) and offers a measured reply, while inviting you to report the review to Google if you think it breaks their rules. The public reply stays composed and professional.
That's exactly Igor's job: it drafts the reply for you and emails it. You approve whenever you like, from your phone, in one click — no need to reopen the computer at midnight.