Why it helps
Replying to reviews shows future customers you care. But a grumpy review can sting, and it's easy to write something defensive you regret later. Paste the review in, say what actually happened, and ask for a short, calm reply. AI is good at taking the heat out.
It helps with the good ones too. After your twentieth "thanks so much!" they all start to look the same. AI can give each thank-you a bit of variety so it reads like a real person wrote it.
The prompt
Copy it, swap the bits in [square brackets], and paste it into ChatGPT, Claude, Gemini or Copilot.
Help me reply to this [Google / TripAdvisor] review for my [type of business] in [town], New Zealand. - Keep it under [80] words. Warm, professional, NZ English. - If it's positive: thank them and mention one specific thing they liked. - If it's negative: thank them, acknowledge the issue without being defensive or arguing, say briefly what we're doing about it, and invite them to contact us directly at [phone or email]. - Don't offer refunds, discounts or freebies unless I say so. - Don't mention any booking details, dates, or personal information about the reviewer. - Only use facts I give you. Don't make up what we've changed. What actually happened (for your info, not to repeat word for word): [your side, in a sentence or two] Review: [paste the review, with the reviewer's name removed] Give me two versions: one short, one a bit warmer.
Then keep chatting
Make it sound less corporate, more like a small local business.
Shorter. Two sentences.
The review is unfair. Help me reply calmly without agreeing to things that aren't true.
Write 5 different short thank-you replies for 5-star reviews so they don't all sound the same.
Step by step
- Read the review, then step away for ten minutes if it's annoyed you. There's no rush.
- Copy the review text and remove the reviewer's name. Write a sentence or two about what really happened.
- Paste both into the prompt and fill in your business type, town and contact details.
- Pick the version you like and change any words that don't sound like you. Read it out loud.
- Post it from your Google Business Profile or TripAdvisor owner account. If the review breaks the platform's rules, report it through the platform instead of arguing in public.
Worked example
Example details are made up. Your results will vary, so always read and check before you use them.
Watch out for
- Privacy: take the reviewer's name out before you paste the review in, and never confirm a guest's name, booking dates, room, order or anything private in a public reply. That can breach the Privacy Act 2020 (privacy.org.nz).
- Only say you've fixed something if you actually have. A public reply is marketing too, and it can't be misleading under the Fair Trading Act.
- Don't argue facts in public. If it's a genuine dispute, take it offline. If the review looks fake or abusive, use the platform's reporting tools.
- Read it out loud before posting. If it sounds like a robot, change it.
Go further
Keep your three best replies in a note and paste them into the prompt with "match this style", so your replies stay consistent. If a review turns into an ongoing complaint, use the complaint response use case for the private follow-up. To get more good reviews coming in, set up a simple review request message for happy customers.
