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Yelp Support Center

How do I respond to reviews of my business?

If you’ve claimed your business page, you can respond to your reviews with a Public Comment, direct message, or both. We recommend starting with a Public Comment. Public Comments appear below the review and are visible to anyone looking at your page. A Public Comment shows your commitment to customer service. 

If you've claimed multiple business pages on Yelp, you'll need to select the specific location from the lower left sidebar before following these steps.

Don't forget that an approved profile photo and an approved business account name are required to respond to reviews. People are much more receptive to dialogue when they feel like they're talking with you face-to-face.

Responding to a positive review is simple. Start with a Public Comment and give them a genuine, honest, personalized thanks. That's it. For 4 or 5 star reviews you also have the option to send a quick thank you note by clicking or tapping the “Thank” button underneath the review. While a personalized Public Comment saying thank you is better, this will do in a pinch.

For critical reviews, take a step back and look at the review as feedback. Every business has areas they can improve in. With that in mind, take a minute before you respond and collect your thoughts. It’ll take some of that edge out of what you write. We recommend that you start with a public comment. That way you get credit for your customer service. The next step is to take the high road. Your response represents your business. You don’t want to worry about turning people off because of a hasty response. Finally, don’t worry. In the end, you can’t please 100% of your customers 100% of the time. Focus on learning, growing, and providing great customer service.


Instructions for:


To respond to a review via Public Comment

  1. Go to the Reviews section of your business account
  2. Locate the review and click Add Public Comment
  3. Enter your text and click Preview
  4. Review the text and click Post Comment
If you would like to edit or remove your comment, click on the overflow menu (three dots) to the right of the comment, and select Edit Comment or Remove Comment.
 


To respond to a review via direct message

  1. Go to the Reviews section of your business account
  2. Locate the review and click Send Direct Message
  3. Enter your text and click Send


To respond to a review from the Yelp for Business Owners app

  1. Tap Activity in the bottom navigation bar
  2. Tap Reviews
  3. Tap the review you'd like to respond to
  4. Tap the bar at the bottom of the screen that says Write a response...
  5. Write your response and tap Next
  6. Preview the response. Toggle the Make Reply Public switch to ON if you'd like it to be a public comment on the business page (OFF will be sent as a direct message to the reviewer)
  7. Tap Post
 

To thank a reviewer

If you’d like to thank a user for their 4 or 5 star review, you can send a quick thank you note by clicking or tapping the Thank button underneath the review in your Business Owner Account. This will send a direct thank you message to the user that will not be displayed publicly on the site, but will be visible to that user only.