Love or hate them, online reviews shape the way people see your restaurant. Before deciding where to eat, diners scroll through the likes of Google, Yelp, or TripAdvisor to check out what other diners have experienced. A steady flow of positive feedback builds confidence, while too many unresolved complaints can make us think twice.
Here’s the thing. Reviews aren’t just a passive reflection of a restaurant’s reputation; they’re an opportunity. When handled well, even a negative review can turn into a win.
Managing reviews like a pro is getting ahead before it becomes damage control. Prompt responses is key to building trust, strengthening your brand, and turning happy customers into your biggest promoters.
Here’s how to handle reviews across different platforms like a true hospitality pro.
Setting up for success: Review management basics
It’s no secret that customers check reviews before trying a new restaurant. Whether it’s a Friday night dinner or a brunch spot while traveling, a quick Google search is often the deciding factor.
This round-up of Australia’s five most reviewed restaurants over the past 20 years just goes to show how much online reviews influence where customers decide to eat.
As restaurant owners, you want to make it as easy as possible for diners to find you and feel confident about dining at your place. That means having an updated, well-managed presence across all major review platforms.
Before we get any further, make sure you claim your business and optimise your profiles on key platforms, including:
- Google Business Profile: This is your digital storefront. When diners search for a venue, they expect to see photos, up-to-date hours, a menu link, and recent reviews. A “Claim this business” message or missing details makes them hesitate—Is the business still operating? Are the hours accurate?
- Review platforms like TripAdvisor: Travellers rely heavily on platforms like TripAdvisor for recommendations, especially for unique, local spots.
- Restaurant booking system: The best way to turn online interest into actual customers is letting them book online. If you’re not already integrated with a reservation platform, make sure you’re not sleeping on those extra bookings.
- Social media: If your social media page is a ghost town, DMs and comments go unanswered, and customers don’t have a way to engage with you, they may lose confidence in your service right off the bat.
How to manage (and leverage) reviews across platforms
Online reviews can make or break a restaurant. But managing them isn’t just about putting out fires. Instead, the art of handling reviews is all about showing customers you care.
When customers see a restaurant that actively responds to feedback (the good, the bad, and the downright bizarre), it ensures them that you’re paying attention.
Let’s get into it. Here’s how to make the most of every review and turn it into a tool for growing your business.
1. Respond to every review — even the negative ones!
As people in hospitality, we’ve left plenty of reviews—some raving, some frustrated—but nothing disappoints us more than when a business never responds.
Restaurants that thank happy customers and address unhappy ones come across as a business that cares and pays attention to the person behind every bill.
A simple “Thank you for your kind words! Hope to see you again soon.” makes diners feel valued and remembered.
When it comes to negative reviews, the best responses follow the acknowledge-apologise-act method.
“We’re sorry to hear about your experience. We take feedback seriously and would love the chance to make it right. Please reach out to us at [contact info].”
The effort to follow up even when you failed to make a good impression makes a huge difference and customers are much more likely to give you a second chance.
A bad review isn’t the end of the world, but ignoring (or debating) it can make things worse.
2. Customise responses for each platform
Not all reviews are created equal, and the responses shouldn’t be either.
In fact, 78% say that if review responses feel copy-pasted or generic, it negatively impacts their perception of a restaurant. Personalised, thoughtful replies that reflect your approach to service makes customers more likely to choose your venue.
Let’s take a stab at how you can respond on different platforms.
- Google: This is where customers go for the basics—hours, location, and an overall sense of whether a place is worth visiting. A generic “Thanks for your review!” can come across like an auto reply. Thank your customers for a specific praise or acknowledge a minor issue mentioned to show that you actually read the review and appreciate the feedback.
- TripAdvisor: Since travellers rely on platforms like these, a well-written response inviting them to return makes a difference.“We’re so glad you loved the seafood! If you’re ever back in town, our signature dish is a must-try,” can help new guests feel truly welcome.
- Facebook, Instagram or TikTok: Social media is where customers are spending their time outside of looking for a place to eat. If you’re quick to jump in and engage with comments, good or bad, it keeps you top of mind. A simple “Sorry to hear! Please DM us so we can make it right” reassures customers that you’re paying attention and will go the extra mile to deliver the best experiences.
The best businesses don’t just reply to reviews, they have a conversation with customers. When responses feel human, genuine, and tailored to the platform, it tells diners what kind of experience they can expect.
3. Spot and report fake reviews
Fake reviews are a real problem. Whether it’s a competitor playing dirty or internet trolls going about about an issue that never actually happened, chances are these will cause harm to your business.
Here are red flags to look out for in reviews:
- Vague, overly dramatic language: Reviews like “Worst experience ever!” with no specifics are cause for suspicion. Real complaints typically include details—what went wrong, when it happened, and how staff responded.
- No reviewer history: A brand new account with only one review (especially if it’s negative) is a major red flag. Genuine customers tend to have a mix of experiences across multiple places.
- A sudden influx of bad reviews: If your restaurant gets multiple negative reviews in a short time, especially with similar wording, something’s off. It could be a smear campaign or even a group effort to manipulate ratings.
Customers today are savvy and can usually spot when something doesn’t add up. But when your business stays on top of these and addresses them professionally, it serves as a boost to your credibility.
4. Encourage positive reviews the right way
If your restaurant has been sitting on a 4-star rating from five years ago, that indicates a disconnect to recent experiences. Encouraging happy customers to leave reviews should be part of your review strategy.
Customers are only prone to leaving reviews if the experience is either amazing or terrible. Smart venues find a middle ground, making it easy and natural for diners to share feedback on the regular.
Some ways to encourage reviews:
- A friendly mention from staff like “We’d love to hear your thoughts on Google!” feels casual, not forced.
- QR codes on receipts or signage that take customers straight to the review page. It’s nice to offer an incentive, but be careful for it not to come across as baiting reviews.
- A follow-up email or SMS at just the right time—like the next morning, while customers are still thinking about the wonderful experience they had at your venue.
When leaving a review is quick and easy, happy customers are more often than not, happy to do it. Restaurants that get this right don’t just boost ratings—they build real customer loyalty.
5. Turn feedback into actionable improvements
Customers notice when a restaurant listens—and when it doesn’t. If the same complaints keep popping up (slow service, cold food, long wait times) and nothing changes, it feels like no one’s paying attention.
When a restaurant takes feedback seriously—whether it’s adjusting service, refining kitchen operations, or using reviews to improve staff training—it’s obvious. Diners see it in the way the team operates, how smoothly things run, and even in the way management responds to concerns.
It’s a no brainer — when it’s clear you’re listening and making changes based on their feedback, customers are much more likely to come back.
6. Leverage great reviews for marketing
When a restaurant highlights its best reviews, it reinforces what makes the experience special before customers even step through the door.
Some creative ways we’ve seen businesses make the most of their reviews:
- Sharing top reviews on social media with personal responses from the owner or chef.
- Printing standout testimonials on menus or table tents so customers notice them while deciding what to order.
- Featuring a “What Our Customers Say” section on their website—because if past diners loved it, chances are new ones will too.
When reviews aren’t just collected but actually used, they shape customers’ expectations and get them more excited to visit.
7. Use tech to streamline review management
With so many platforms out there, we get that keeping up with reviews can be overwhelming. The good news is, there’s plenty of tech to make this easier:
- Automated review requests via email or SMS make it effortless for happy customers to share their thoughts while the experience is still fresh. People are far more likely to leave a review if prompted at the right time.
- Review management platforms like Podium, Gartner or ReviewTrackers help businesses track everything in one place. For customers, this means issues get addressed faster, and standout reviews never go unnoticed.
- AI-generated responses can be useful for quick acknowledgments, but nothing beats a human touch—especially when handling detailed feedback or a frustrated customer.
When it comes to building loyalty, always-on responsiveness is a big deal. That’s why tools like Now Book It AI can revolutionise your business operations. Our AI receptionist, Sadie, takes care of all incoming calls and enquiries even during peak hours, so your team can focus on delivering great service in-house without missing a beat. It’s a small shift that can lead to big improvements in guest experience and repeat bookings.
8. Engage with customers beyond reviews
Reviews aren’t the only way people interact with restaurants online. We comment on Instagram posts when a new dish looks incredible, tag our friends in a “$10 burger night” promo, and shoot a quick DM to ask if you take walk-ins. And when a restaurant responds to this whim? It feels like a real connection, not just a business transaction.
Some places do this effortlessly. They like and reply to comments, resharing customer photos with a “Thanks for stopping by!” or run polls on new menu ideas and event dates. The next time you’re on Instagram, take a look at the comments section on Mornington’s The Winey Cow or Adelaide’s Two Sisters — local businesses that make social engagement a priority.
The best venues treat social media like a conversation, not a chore, and that’s what turns casual customers into loyal regulars.
9. Know when to take it offline
Last but not least, in fact, this might be the biggest takeaway — not every issue should play out in a public review thread.
Think about the last time you spotted a long, back-and-forth keyboard war between a frustrated customer and a defensive owner. At that point, no one wins—except maybe the bystanders who are there for the tea.
Steer away from emotional replies when things heat up and take the professional approach. Ask if the customer would like to take the conversation offline for a solution—it’s a simple gesture that shows you are there to fix the issue, not just save face.
When a businesses reaches out post-review, acknowledging mistakes and making amends, they earn the loyalty of customers who seek a genuinely good dining experience.
Winning the restaurant review game
At the end of the day, reviews aren’t about ratings—they’re about relationships. The way a restaurant handles feedback can make all the difference in how customers perceive and connect with your business. A thoughtful response, a little extra effort to make things right, and a commitment to listening? That’s what keeps people coming back.
The goal isn’t perfection—because let’s be real, hospitality is tough as nails. What matters is showing up, engaging with your guests, and being open to feedback that helps you improve. Our little secret? You don’t have to do it all by yourself.
Learn how our all-in-one restaurant management system can help you stay on top of feedback, fill more tables, and keep guests coming back for more.
Book a free demo today.
