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15 powerful templates your salon or spa can use to respond to online reviews

Updated: Sep 9, 2023

Wondering how to respond to online reviews? Use our ready-to-use templates to show your guests you value their feedback.

We’ve already shown you how responding to online reviews can make or break your business. Now, you might be looking for a blueprint or roadmap on exactly how to respond to your reviews to create more loyal fans for your brand.

You ask, we’ll deliver! Keep reading for 15 templates you can use to build a superstar reputation and turn critics into your biggest supporters.

Remember, these templates are meant to be a starting point. The more you personalize your review responses, the more your guests will love them.

5 Positive Review Templates

Got a positive review? Time to celebrate! But before you break out the party hats, you’ll need to take the time to respond.

Guests who had a positive experience at your salon or spa and are willing to post online about it are some of the most loyal fans your brand can have. Show them some love with five templates:

  1. Thanks for your review! A 5-star rating is one of the highest honors a [business category] like [business name] can receive. Reviews like these make us proud to serve people throughout [city name].

  2. Thank you for the 5-star rating! We are so grateful that you have chosen [business name]. Reviews like these are why we’re often called one of the best [business category] in [city name]. We hope to see you soon.

  3. Hello [guest name]. Thanks so much for your 5-star review! We’re glad to hear about [positive experience guest mentioned in the review], and we hope to see you again.

  4. Thanks [guest name]. We’re thrilled that you were satisfied with our service. Your feedback is appreciated, and we hope to help again soon!

  5. [Guest name], on behalf of [company name], I would like to thank you for visiting us for [insert service they received]. Your feedback is appreciated. Please visit again soon!

Nobody likes to receive a negative review. No matter how unfair it may seem though, there’s always a valuable lesson to be learned. Turn your bad reviews into constructive criticism and a tough situation into an opportunity for connection with these five templates:

5 Negative Review Templates

  1. Thanks for bringing [issue/problem the guest experienced] to our attention. We pride ourselves on doing everything we can to make our guests happy, and it’s clear we fell short here. We want to make sure that you get the attention you deserve as a valued guest. Give us a call at [phone number] when you have a chance.

  2. We’re sorry to hear about your experience at our business. We’d love to make things right. Please feel free to share more details about your experience at [phone number] so we can make sure this problem doesn’t happen again.

  3. Thanks so much for your comments. We try to make sure all our guests have a wonderful experience. It’s clear we didn’t accomplish this, so we’d like to apologize. We’d love to get some more feedback from you so we can improve next time. Please give us a call at [phone number] to discuss this issue further.

  4. We are sorry to hear about your experience with [company name] and would like to personally assist you to make things right. If you give us a chance, we would be more than happy to offer you a [compensation to the customer]. Let’s hop on a call and address this ASAP.

  5. Thank you for your feedback. We are sorry to hear that your experience wasn’t amazing. At [company name], we strive to provide guests with the best experience we can. Feel free to reach out to [contact person and information] with any further comments or suggestions so we can make your experience better next time.

A neutral review isn’t the end of the world. But as a business, you’re always striving for excellence. Find out how to bump a 2- or 3-star rating up to a 5-star one with these neutral review templates:

5 Neutral Review Templates

  1. We’re glad to hear you appreciated [part of the review that spoke about your business positively], but three out of five is less than we aspire to be! A team member from [company name] will contact you to see how we can improve for next time.

  2. Thank you for the feedback. Since we’re always striving for excellence, we’re sorry to hear that you only had an average experience. We’ll send you a direct message to learn more about how we can improve.

  3. We’re grateful to you for letting us know about [positive experience]. We also want to thank you for mentioning [negative experience]. These kinds of comments help us improve as a business. We’ll be reaching out offline to learn how we can do better.

  4. First off, thanks for sharing your feedback. We’re sorry that [negative aspect] didn’t meet your expectations. Clearly, we fell short, and, in the future, we will [steps you’ll take to ensure the situation doesn’t happen again]. The last thing we want to do is let our guests down, and moving forward, we’re going to do everything in our power to make sure we don’t!

  5. Thanks for taking the time to write a review. We are so sorry about [main criticism in review]. We want you to know that your comments will be passed on to [person/team/department that can fix the situation]. We will make sure your voice is heard and we hope you will reach out if there’s anything we can do to make this better.


Now that you’re armed with these templates, you’ll be unstoppable when it comes to maintaining a positive reputation online.

But what if we told you there was a tool that could help elevate your guest experience even further?

Turn disappointed guests into your biggest cheerleaders with a platform like ezRepute. ezRepute makes online reputation management a breeze with features like review management, reports, and insights. It can even take your positive reviews and feature them as the centerpiece for your next marketing campaign. You and your team work hard, and the world deserves to hear the positive things people are saying about your business.

What are you waiting for? Out with the negative, in with the positive. Let’s enhance your reputation today!

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