How restaurants should answer 1- and 2-star reviews
8 restaurant responses to negative Google reviews: cold food, long waits, rude staff, wrong orders, illness claims and fake reviews. Calm and offline.
A bad restaurant review usually describes one moment: a long wait, a cold plate, a rude host. Your reply should name that moment, apologize without excuses, and give the guest a real way to reach a manager.
Never argue about the timeline, never mention health inspections, and don't promise a comp in public. Future diners are reading to see whether you'd treat them well if their night went wrong.
8 templates
Starting points. Generate a version in your voice before you post.
“Waited 45 minutes for food and nobody checked on us once.”
Sample reply
We're sorry about the long wait and the lack of check-ins — that's not the night we want for anyone. Please call and ask for the manager so we can make it right.
“My steak was raw in the middle even though I ordered medium-well.”
Sample reply
We're sorry your steak wasn't cooked the way you ordered. That's a kitchen miss. Please reach out so we can invite you back and get it right.
“Server rolled her eyes when I asked about substitutions.”
Sample reply
We're sorry you were made to feel that way. Questions about substitutions are always welcome. We've shared this with our team.
“Delivery order arrived cold and missing the side.”
Sample reply
Sorry your order arrived cold and incomplete. Please call the restaurant so we can make it right on your next order.
“Got sick a few hours after eating here.”
Sample reply
We're very sorry you felt unwell. We take this seriously — please call the restaurant directly so a manager can follow up with you.
“Overpriced for tiny portions.”
Sample reply
Thanks for the honest feedback. We're sorry the meal didn't feel like good value. We'll share this with the kitchen as we review portions.
“Found a hair in my pasta. Gross.”
Sample reply
We're very sorry — that should never happen. Please contact our manager directly so we can make this right.
“Worst restaurant ever. Never going back.”
Sample reply
We're sorry we disappointed you. We'd like to understand what happened — please reach out to our manager directly.
Keep going
- Restaurants: review reply guide and examples
- Restaurant Google review reply templates
- Turning 3-star restaurant reviews into return visits
- Thank-you replies for 5-star restaurant reviews
- 1-star Google review responses that don't make it worse
- All review reply templates
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