Review reply guide · Yelp
How to Respond to a Yelp Review (With Examples)
How to reply to Yelp reviews: public reply vs direct message, what Yelp's guidance says to avoid, and examples for positive and negative reviews.
Yelp is different from the other review platforms, in two ways that affect how you reply. First, Yelp tells businesses not to ask for reviews, so what appears on your page is whatever reviewers chose to write. Second, it gives you two reply tools: a public response and a private direct message.
Used together, they let you show readers you care while keeping the messy details out of public view. Below are examples for five Yelp reviews you are likely to see.
Yelp's two ways to reply
- Respond publicly: your reply appears below the review for everyone to see. Yelp recommends starting here.
- Send a direct message: a private message to the reviewer that other Yelp users cannot see. Use it for details a reviewer may not want public.
- Or both: a short public reply, then a private message to resolve it.
- Thank the reviewer, address the complaint respectfully, and offer a fix if you can.
Examples you can adapt
Yelp is the one major review platform where businesses are told not to ask for reviews, so most of what you have to respond to arrived unprompted and tends to be strongly felt.
A positive review
“Hands down the best ramen in town. The broth is incredible and the staff are lovely.”
Thank you, Kim. We'll let the kitchen know about the broth. It's the heart of the place. Thanks for coming in.
Why it works: Pick up the specific detail and thank them. Don't ask them to review you elsewhere, or offer them a discount for their next visit.
A negative review about service
“Server ignored us for 20 minutes then got the order wrong. Won't be back.”
We're sorry about the wait and the wrong order, Tom. That's not the experience we want. I've sent you a private message so I can learn more and make it right.
Why it works: A short, public acknowledgement plus a direct message keeps the details private and shows readers you're acting.
The direct message that follows
“(The private message sent to the reviewer above.)”
Hi Tom, thanks for taking the time to tell us. I'm sorry we let you down on both counts. I'd like to understand what happened, so would you mind telling me which night you came in? You can reply here or contact me on [email]. [Name], owner
Why it works: A private message is the place for a personal tone and an actual question. It's also where you can make an offer to fix things, kept separate from any request about the review.
A value complaint
“Portions were tiny for the price. Disappointing.”
Thanks for the honest feedback, Rachel. We're sorry the meal didn't feel like good value. We'll pass your comments on to the kitchen. We hope you'll give us another try.
Why it works: You can't change a price in a reply, but you can show you listened. Do not defend your portions.
A serious allegation about food safety
“Got sick after eating here. Never again.”
We're very sorry to hear you were unwell, and we take it extremely seriously. We'd like to speak to you directly, so I've sent you a private message. Please contact [phone] at any time.
Why it works: Do not dispute or explain this in public. Acknowledge it, move to a private channel, and follow your own procedures.
What Yelp's guidance says to avoid
- Personal attacks on the reviewer.
- Advertising in your reply, such as promoting a deal or a new menu.
- Offering an incentive to change a review. Yelp's guidance says business owners should not use comments to do this.
- Asking for reviews. Yelp's separate guidance says businesses should not ask anyone to review them, and its recommendation software may filter reviews that appear to have been requested.
Platform rules to know
Who can reply
Business owners who have claimed their business page can reply to reviews by clicking Respond, Direct message, or both. Yelp Business Help Center
Public replies
Responses are public and appear below the review. Yelp says it is a good idea to respond to reviews with a public comment whenever possible, thanking the reviewer and addressing their concerns. Yelp Business Help Center
Don't ask for reviews
Yelp's guidance is that businesses should not ask for reviews. This is why Plaudit's industry guides leave Yelp out of review requests. Yelp: Don't Ask for Reviews
Draft a reply to a Yelp review
Paste a Yelp review and get a public-reply draft you can edit. We've preloaded an example.
Review details
Response options
Tone
Approach
Length
Number of variants
Generate multiple options to choose your favourite
Generating your response…
Usually takes 3–8 seconds
Your generated responses will appear here
Paste a review and click Generate to get started
Tip: always personalise your response before posting — add a specific detail or your name to make it feel genuine.
Frequently asked questions
Should I reply publicly or send a direct message? +
Yelp recommends starting with the public reply. Use the private message for anything the reviewer may not want public, or when you need to ask for details. Many businesses do both.
Can I ask a Yelp reviewer to change their review? +
Do not ask in the public reply. Yelp's guidance says not to use comments to offer an incentive to change a review. If you fix the problem and the reviewer chooses to update it, that's their decision.
Can I reply if I haven't claimed my Yelp page? +
No. Yelp says business owners who have claimed their page can reply. Claiming your page is free, and it is the first step.
Should I link to Yelp in my review requests? +
No. Yelp's own guidance says businesses should not ask for reviews, and it may filter reviews that look as if they were requested. Send requests to Google instead.
More review reply guides
- Positive reviews Reply examples for positive reviews, from a one-word 'Great!' to a long story: how to sound genuine, pick the right detail and avoid copy-paste.
- Negative reviews Reply examples for the negative reviews businesses actually get: rude staff, long waits, billing disputes, vague complaints. With why each one works.
- Bad Google reviews Should you reply to or flag a bad Google review? A simple way to decide, how replying works on Google, and examples for 1-star reviews.
- 3-star and mixed reviews How to reply to a 3-star or mixed review: thank them for the good, own the not-so-good, and win a second chance. Six examples for common mixed reviews.
- Ratings with no comment How to reply to a Google review that is only a star rating: what to say to a 5-star, 3-star or 1-star with no text, with examples and when to leave it.
- Fake and unfair reviews How to reply to a fake, mistaken or unfair review without making it worse: six examples, what to flag, and why threatening the reviewer can backfire.
- Trustpilot reviews How to reply to Trustpilot reviews: what replies Trustpilot removes, how to answer complaints about delivery, refunds and support, and examples for each.
Also useful: Replying to a negative review, Yelp review QR code and link guidance
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