Key points
- You are writing for future readers as much as the reviewer
- Stay factual and short, and never argue in public
- Offer a direct contact to resolve it
- Since August 2026 customers can report owner replies that break policy
Why a reply matters
Most people read the negative reviews first. A reasonable response reassures them, while silence or anger confirms the complaint.
A simple structure
Thank them for the feedback. Acknowledge the specific issue. Say what you have done or will do. Give a phone number or email to continue privately. Keep it to a few sentences.
What to avoid
Do not reveal details about the customer or their job, do not accuse them of lying, and do not copy the same reply onto every review. In August 2026 Google added an option for users to report owner responses for harassment, profanity, off-topic content or personal information, so a hostile reply can now be flagged and removed.
A reply template you can adapt
- Thank you for telling us about this, [first name].
- We are sorry the [specific issue] was not what you expected.
- We have [action taken], and we would like to put it right.
- Please call [name] on [number] so we can sort this out directly.
Reply to positive reviews as well, briefly and personally. A profile where the owner answers everyone looks cared for. If a customer updates their review after you fix the problem, thank them, because that exchange is some of the most persuasive content on your profile.
When a review is fake
If it breaks Google's policies, report it through the profile. If it stays up, a polite reply stating you have no record of the customer is still worthwhile.
People also ask
Can an agency's restricted Google account get my profile suspended?
Yes. If an agency, freelancer or vendor with access to your listing has its Google account restricted, Google can suspend every profile connected to that account, and yours goes with it. The notice says a Google account associated with the profile was restricted. Proving your address won't fix it: remove the account, have the agency resolve its restriction, and appeal on that point.
Read the full answer: Can an agency's restricted Google account get my profile suspended? →
Can you appeal a Google review decision more than once?
No. You get one appeal on each review Google decides not to remove, and once the appeal is denied, that decision is final for that review. Wait for the first decision before appealing, and only appeal with new evidence tied to a specific policy clause. After that, your options are a calm public reply, reporting new reviews from the same accounts, and outnumbering the review with genuine ones.
Read the full answer: Can you appeal a Google review decision more than once? →
How do you ask a B2B buyer for a Google review?
Ask one named person who saw the job go well, such as the engineer whose first article passed or the manager who watched your sign go up, within a day or two of the job. Ask in person first, then send a short email with your direct review link. Tell them they don't need to mention part numbers or their company, and never offer anything in return.
Read the full answer: How do you ask a B2B buyer for a Google review? →
Can a booth renter get their own Google Business Profile?
Usually not at the salon's address. Google only lets a business in a shared space list that address if it has its own dedicated space with permanent signage, where customers deal with its own staff during business hours. An open-floor chair doesn't pass that test. A private suite with your name on the door can, and a renter who also travels to clients can list as a service-area business with the home address hidden.
Read the full answer: Can a booth renter get their own Google Business Profile? →
Why doesn't my business show up when people search its exact name?
Usually because Google either can't tie your profile to your business as a clear entity, or it has confused you with another business with a similar name and sometimes merged the two. Open your profile's share link on a signed-out phone: if it opens your profile, strengthen your name, phone and website signals; if it opens another business, it's a data problem to escalate with proof.
Read the full answer: Why doesn't my business show up when people search its exact name? →