Yes, businesses can reply to Yelp reviews with public comments or direct messages after claiming the page.
Replying on Yelp is allowed and encouraged when it’s done with care. A quick, calm note shows readers you listen, fix issues, and treat feedback as free coaching. Below you’ll find how replies work, what to write, and the traps that trip up new owners.
How Replying To Yelp Feedback Works
Owners and managers with a claimed page can post a public comment under a review, send a direct message in private, or use both. Public comments help future shoppers see your side. Private messages keep sensitive details off the page. Either way, the aim is the same: acknowledge, clarify, and offer a path to a better outcome.
| Reply Method | Who Sees It | Best Use |
|---|---|---|
| Public Comment | Anyone on your Yelp page | Set the record straight, thank fans, show fixes |
| Direct Message | Reviewer only | Share details, request contact info, resolve billing or service issues |
| Both Comment + DM | Public + reviewer | Signal care in public while moving specifics to private |
Claim Access And Turn On Alerts
First step: claim the listing and verify your role. Once inside the dashboard, set email and mobile alerts so new reviews never sit for days. Speed helps. A reply within 24–48 hours feels attentive. Late messages still help, but quick wins more trust.
Reply Strategy That Reduces Churn
Plan your approach before typing. Set a house style so the tone stays steady even with multiple managers. Keep replies short, human, and specific to the reviewer’s points. Avoid canned lines that look copied across dozens of pages. Readers can spot that tone and tune out.
Core Steps For Any Reply
- Say thanks by name or screen handle.
- Reflect the main point in one short line.
- Share one action you took or will take.
- Invite a quick follow-up with a direct channel.
Voice And Tone That Works
Write like a neighbor, not like a memo. Short sentences land better on phones. Drop jargon. Skip emojis in tense threads. When the review is glowing, celebrate the detail they praised so the next shopper can picture that moment at your place.
Rules, Policies, And Guardrails
Yelp’s owner tools include public comments and private messages with guidance on when each fits. Read the instructions here: respond to reviews. Also keep advertising law in mind. The FTC Endorsement Guides explain plain-language rules around reviews, endorsements, and incentives.
What Not To Do
- Don’t ask for changes in exchange for gifts or credits.
- Don’t reveal private details about a guest’s visit.
- Don’t pick fights. Readers judge the tone, not just the facts.
- Don’t stuff keywords or paste scripts across threads.
Winning Templates You Can Adapt
Use these as starters, then tailor to the situation. Swap in real names, dates, and order numbers only through private channels.
When The Review Is Positive
“Thanks, Maya! Your note made our day. The falafel crunch you mentioned is exactly what we aim for. We can’t wait to see you again. If you try the spicy sauce next time, ask for a taste on the house.”
When The Review Is Mixed
“Thanks for the kind words and for flagging the wait time, Chris. We added a second register during lunch this week. If you’d like, message me so I can send a quick make-good.”
When The Review Is Tough
“I’m sorry for the miss, Jordan. I reviewed the ticket and see where we fell short. I’d like to make it right. Please DM me your order number so I can fix this today.”
Response Timing And Cadence
Fast responses calm tension, especially on one-star posts. Pick a daily window to check alerts. Many teams batch replies early morning, then again near close. If a thread gets heated, step away for ten minutes, draft offline, and invite the person to continue by phone or email.
How To Triage Reviews At Scale
Busy pages need a queue. Tag reviews by risk and effort. Start with issues that might affect safety or legal exposure, then handle service misses, then routine thanks. Use saved snippets for greetings and sign-offs only. Keep the middle custom.
Triage Buckets You Can Use
- High Risk: food safety, identity mix-ups, billing disputes.
- Medium: slow service, quality swings, staff missteps.
- Low: praise, minor requests, small clarifications.
Public Or Private: Picking The Channel
Public comment works when a reply could help future buyers decide. Thank a fan, clarify a policy, or show a fix that others will appreciate. Keep it short and skip personal data.
Direct message fits when you need order numbers, phone numbers, refunds, or anything that should stay private. Open with a short public line like “I’m DM’ing you now” so readers see you’re on it, then handle the details one-to-one.
Dealing With Reviews That Break The Rules
Some posts cross lines. If a review contains threats, hate, private data, libel, or a clear conflict of interest, flag it through the reporting tool in the dashboard. Keep your reply calm and factual in case readers see it before moderation. Avoid legal talk in public threads. Move that part to private or to counsel.
When To Report Instead Of Replying
Report content that appears to violate platform guidelines, includes private information, or looks like a competitor’s sock puppet. Keep screenshots and order records in case a moderator asks for proof. If the post remains, add a brief, calm note and invite a direct chat.
Second Table: Quick Writing Guide
Save this mini guide. It keeps replies tight and repeatable across staff shifts.
| Situation | Goal | One-Liner Starter |
|---|---|---|
| Happy fan | Reinforce what worked | “Thanks, [name]! Your shout-out for [detail] made our day.” |
| Service miss | Own it and fix it | “I’m sorry about [issue]. I’m on it and I’ll make this right.” |
| Menu complaint | Explain and invite back | “I hear you on [item]. Here’s how we prep it—let’s make it again for you.” |
| Price gripe | Give context | “We source [input] locally, which affects cost. I’m glad to chat by DM.” |
| Wrong location | Redirect kindly | “I think this was our neighbors down the street. Happy to help if it was us.” |
| Staff praise | Boost your team | “You made [employee] smile. We’ll share your note at the next meeting.” |
Write Replies That Land With Readers
Stars matter, but the reply under a two-star post can steer a buyer. People read the owner’s tone and the fix. Clear, kind language moves the needle. Skip fluff. Trim every extra word. End with one easy next step: a DM, a phone call, or a quick visit back.
Make This A Habit
Build a weekly rhythm. Review trends, share wins and misses with the team, and adjust training. Track patterns by tagging common themes: wait times, menu confusion, broken links on booking pages, or parking complaints. Each pattern points to an easy experiment that trims future complaints.
Handling Reviews From Staff, Vendors, Or Competitors
Conflicts of interest are not allowed. If you spot signs—insider knowledge, matching IPs, or vendor references—flag the post through the dashboard tool. Stay calm in public replies. A neutral one-liner is enough while the system checks the report.
Legal And Compliance Notes In Plain English
Don’t ask for reviews in exchange for discounts or gifts. Don’t post on your own page under a fake name. If you invite feedback by email or SMS, keep it open-ended and never steer ratings. If you spotlight a customer quote on your site or ads, make sure the claim sounds typical or share what’s typical under the FTC’s view. The link above lays out clear examples.
Metrics That Show Your Reply Work Pays Off
Watch rating trends by month, response time, and the share of threads with a follow-up visit. Many owners also track the percent of one-star posts that turn into a three-star edit after a kind, quick fix. Tie those wins back to staff rewards so the habit sticks.
Step-By-Step Reply Builder
- Scan The Thread: read twice before writing. Look for dates, order size, names, and any signs of a mix-up.
- Choose The Channel: public note for context, private note for details.
- Draft A One-Line Summary: mirror the reviewer’s main point in plain words.
- Add One Action: refund, remake, credit, policy tweak, or staff coaching.
- Close With A Next Step: phone, email, or DM. Keep it simple to follow.
Examples By Business Type
Restaurant Or Cafe
“Thanks for the kind words on the cappuccino, Elle. About the wait yesterday—our machine needed a reset at noon. We added a backup process so orders don’t stall. I’d love a second try—please DM me so I can set that up.”
Salon Or Spa
“I appreciate your note, Priya. I reviewed your booking and see we ran ten minutes late. We added a buffer to stop that from happening again. Message me and I’ll make this right.”
Home Services
“Thanks, Marcus. I checked the work order and will adjust the invoice to remove the trip charge you flagged. Call me at the number in our bio so I can process it now.”
Public Vs Private: Sample Combos
Combo A: post a short public note that you’re reaching out, then send a DM requesting an order number. This shows care to readers while keeping data secure.
Combo B: DM first for details, then post a closing public note once it’s fixed. This records the resolve for future shoppers.
Build Your House Style Guide
Write a one-page guide so anyone who covers the inbox can match the voice. Include greeting lines, apology lines, and closing lines that fit your brand. Add do’s and don’ts, privacy rules, and when to move to a call. Train for tense moments using real past threads.
Final Take
Yes, you can reply on Yelp, and you should. Short, specific, and kind wins. Keep private data in DMs. Report the rare rule-breaker. Link actions in your shop to the patterns you see in reviews, and your next review gets easier.