Review Response Scripts

Ready-to-paste response templates for positive, negative, fake and aggressive online reviews.

BeautyKiln Document Hub - Review Response Scripts - Free to use, no attribution required

Review Response Scripts

Ready-to-paste responses for the most common types of reviews you will receive on Google, Facebook, Fresha, Treatwell, or any other platform. Customise the bracketed sections before using.

Positive Review - Short Response

Use when the review is a simple "Great service, loved it" type comment.

Thank you so much for your kind words - it was lovely to see you! Looking forward to your next visit.

Positive Review - Detailed Response

Use when the client has taken the time to write something specific. Mirror their effort.

Thank you [name], I really appreciate you taking the time to leave a review. I'm so glad you loved your [treatment]. See you next time!

Positive Review - Mentioning a Specific Stylist or Therapist

Use when the review names a team member.

Thank you [name]! I'll make sure [team member's name] sees this - it'll make their day. We're lucky to have them on the team. See you again soon!

Genuine Negative Review

The client had a real bad experience and is telling you about it publicly. Respond professionally, take it offline.

Thank you for your feedback. I'm sorry to hear you were unhappy with your experience - that's not the standard I aim for. Please contact me directly at [email/phone] so I can look into what happened and see how we can put this right.

Genuine Negative Review - You Know What Went Wrong

Use when you already know the issue (e.g. you were running late, a product caused irritation).

Thank you for your feedback, and I'm sorry your experience wasn't up to the standard I set for myself. I'm aware of what happened and I've already [taken steps / made changes] to make sure it doesn't happen again. I'd like to discuss this with you directly - please contact me at [email/phone] at your convenience.

Suspected Fake Review

Someone you have no record of. Could be a competitor, a mistake, or someone targeting the wrong business.

I'm sorry to read this, but I'm unable to find a record of your visit in my booking system. I take all feedback seriously, so please contact me on [email/phone] with your full name and appointment date so I can investigate. If this review has been posted in error, I'd be grateful if you could update or remove it.

Review Mentioning Treatment Details - GDPR Risk

The client has publicly shared details about their treatment (e.g. "I went in for my Botox top-up and..."). You must not confirm or add to those details in a public response.

Thank you for your feedback. I'd like to respond in more detail but I'm unable to discuss treatment specifics publicly due to client confidentiality. Please contact me directly at [email/phone] so we can discuss this privately.

Aggressive or Threatening Review

The client is angry, using strong language, or making threats. Stay calm. Do not match their tone.

I'm sorry you feel this way. I take all client concerns seriously and want to resolve this professionally. Please contact me directly at [email/phone]. If you'd prefer, I can arrange a call at a time that suits you.

Review From a Non-Client - Competitor or Troll

Someone who has clearly never been a client, or the review is obviously malicious.

Do not respond publicly.

Instead:

1. Screenshot the review immediately, including the date and the reviewer's profile name.
2. Flag or report the review through the platform's reporting tool (Google, Facebook, Treatwell, etc. all have processes for this).
3. If the review contains defamatory statements, keep the screenshot as evidence.
4. If it is clearly a competitor, check their profile - they may have reviewed other businesses in your area, which strengthens your report.
5. If the platform does not remove it, consider responding with the "suspected fake review" script above as a last resort.

Review Left on the Wrong Business

Occasionally someone leaves a review meant for a different salon or therapist.

Thank you for taking the time to leave a review, but I think this may have been posted on the wrong business page. I don't have a record of your visit with us. If I'm wrong, please contact me at [email/phone] and I'll be happy to help!

Review Requesting a Refund

The client is using the review to ask for money back publicly.

Thank you for your feedback. I'm sorry you weren't happy with your experience. I'd like to look into this and discuss it with you properly - please contact me directly at [email/phone] so we can resolve it. I'm not able to discuss individual bookings or payments publicly.

How to use this template

• Customise all bracketed sections with your own details before using.
• Wait at least 24 hours before responding to any negative review if you are upset or angry. A calm, professional response always reflects better on you than a reactive one.
• Never share treatment details, medical information, or personal data in a public response. Even if the client has shared their own details, you must not confirm or add to them.
• Keep responses short and professional. Long, defensive replies look worse than short, measured ones.
• Always offer to move the conversation to a private channel (email, phone, DM).
• Screenshot every review before responding, in case it is edited or deleted later. Save the screenshot with the date.
• If a review contains threats of violence, harassment, or illegal content, report it to the platform immediately and consider contacting the police if you feel unsafe.
• Responding to positive reviews matters too. It shows potential clients that you are engaged and appreciative.
• Set aside 10 minutes a week to check and respond to reviews across all your platforms. Do not let them build up.