Skip to content
by

Google reviews for restaurants and cafes: replies, menu, photos and busy nights

Replying to complaints about an order, a wait or a delivery

Some reviews are about things that happened outside your dining room: a late delivery, a missing item, a long wait for a takeaway. Future guests read your reply, so keep it calm and short.

  • Thank them for telling you, and apologise for the experience, without deciding in public whose fault it was.
  • Do not name or blame anyone else, and do not discuss payments or charges in the reply.
  • Keep order numbers, phone numbers and addresses out of it; Google's tips say never to share a reviewer's private information.[1]
  • Give one direct contact, a WhatsApp number or a phone number, and take the details offline.
  • If you cannot find the order, say so politely and ask them to send the details.

Ready wording is in our restaurant reply templates and, in Hinglish, under wrong or missing order.

Replies at peak hours

Do not reply to an angry review from the counter in the middle of service. Answer the day's reviews in one sitting once the lunch shift has ended and the floor is quiet.

  • Before replying to a food complaint, ask the kitchen which dish and which shift it was; a reply that says what you checked reads as genuine.
  • For a delivery complaint, check what time the order left the kitchen before you reply, so you do not promise anything you cannot confirm.
  • Give the replies to one person each day, so two staff members never answer the same guest differently.
  • Answer the 5 star reviews from regulars by name; it takes a minute and they notice.

Menu and food photos on your profile

  • Use the menu editor in your Business Profile; Google says it is for food and drink businesses.[2]
  • Upload sharp, daylight photos of your real dishes and the dining room, not stock images.[3]
  • Set a cover photo that shows the food people come for.[3]
  • Update the menu and photos when dishes or prices change.

Dine-in, takeaway and reservations: make it clear

Guests want to know before they come: can they sit down, can they take away, and can they book a table?

  • Use attributes on your profile to show what you offer; Google says attributes tell customers more about your business.[2]
  • Some business categories can add links for online orders or reservations; add yours if your category allows it.[2]
  • Keep the phone number on the profile one that someone answers during service.

Weekends, festivals and big match nights

  • Set special hours for festival days and holidays.[2]
  • Post an update or an event a few days before: a festival menu, extended hours, a screening night.[4]
  • Expect more reviews after busy nights and keep time aside the next day to reply.

After a festival rush or a match night

The busiest nights bring the "too crowded, waited 40 minutes" review. Reply the next day, own the wait, and give the guest a way to check the waiting time before the next busy night.

Too crowded, long wait for a table

English

[Name], thank you for coming in on [festival/match night], and sorry about the long wait. We were fuller than we had planned for, and you should have been given a realistic waiting time when you arrived. Next time, message us on [WhatsApp number] before you leave home and we'll tell you how busy it is.

Hinglish

[Name] ji, [festival/match night] par aane ke liye shukriya, aur lambe intezaar ke liye maafi. Us din bheed humare andaaze se zyada thi, aur aate hi aapko sahi waiting time batana chahiye tha. Agli baar ghar se nikalne se pehle [WhatsApp number] par message kijiye, hum bata denge kitni bheed hai.

Birthday and group bookings on WhatsApp

Birthday dinners, office lunches and family groups often start as a WhatsApp message. A ready reply saves time and makes sure nothing is missed.

Reply to a group booking enquiry

English

Hi [Name], thank you for thinking of [Restaurant name] for your [occasion]. To hold a table for [number of guests] on [date], please confirm the time and any food preferences. We'll reply to confirm the booking.

Hinglish

Hi [Name] ji, apne [occasion] ke liye [Restaurant name] chunne ka shukriya. [Date] ko [number of guests] logon ki table ke liye time bata dijiye, aur khane ki koi khaas pasand ho toh woh bhi. Hum booking confirm karke reply karenge.

Only message guests who contacted you first or agreed to hear from you.

More guides

Frequently asked questions

Should I reply on Google if the complaint is about a delivery?

Yes. Future guests read your reply. Apologise for the experience, avoid blaming anyone, and give the guest a direct number or WhatsApp to sort it out.

Can I put a review QR code on the table or the bill?

Yes, as long as every guest sees the same card, nobody is pressured, and nothing is offered in return for a review. See how to make a QR card.

How often should a restaurant post on Google?

Google doesn't publish a required frequency. Post when you have something a hungry person would want to know: a new dish, changed timings, a festival menu.

Should I reply to reviews in Hinglish?

If the guest wrote in Hinglish, yes. See Hinglish replies by situation.

Sources

  1. Google Business Profile Help, "Tips to get more reviews". support.google.com/business/answer/3474122 (accessed 21 October 2026)
  2. Google Business Profile Help, "Edit your Business Profile". support.google.com/business/answer/3039617 (accessed 21 October 2026)
  3. Google Business Profile Help, "Manage your Business Profile photos & videos". support.google.com/business/answer/6103862 (accessed 21 October 2026)
  4. Google Business Profile Help, "Create & manage posts on your Business Profile". support.google.com/business/answer/7342169 (accessed 21 October 2026)