Updated 2026-06-28

Fake review response templates

A fake review needs two responses: a removal request to the platform (report it, cite the specific policy violation) and a public reply for everyone who reads it before the platform acts - which can take weeks, or never happen. The public reply has one job: signal to future readers that this review doesn't match a real customer record, without calling the reviewer a liar. Stay factual and unemotional; if you're wrong about it being fake, an accusatory reply becomes the second problem.

Hi [REVIEWER_NAME], we take every review seriously, but we can't find any record of a customer matching this name or the situation described - no [BOOKING/ORDER/VISIT] on file. It's possible the review was meant for a different business.

If you did visit us, please contact [EMAIL] or [PHONE] with the date and details, and we'll look into it immediately. We've also asked [PLATFORM] to verify this review in the meantime. - [YOUR_NAME], [ROLE], [BUSINESS_NAME]

Hi [REVIEWER_NAME], we don't have any record of your visit, and the details here don't match how we operate - [ONE_FACTUAL_CORRECTION, e.g. “we've never offered the service described”].

We've reported this review to [PLATFORM] for verification. If we're mistaken and you are a genuine customer, we'd welcome the chance to make things right: [EMAIL] or [PHONE]. - [YOUR_NAME], [BUSINESS_NAME]

Hi [REVIEWER_NAME], I think this review may have landed on the wrong page - we're [BUSINESS_NAME] in [CITY], and we don't [THING_DESCRIBED, e.g. “have a drive-through” / “operate a location on that street”]. This happens more often than you'd think with similarly named businesses.

If you meant to review us after all, please reach out at [EMAIL] so we can sort out what happened. Otherwise, we'd appreciate it if you could move the review to the right listing.

Hi [REVIEWER_NAME], we've reviewed our records and this doesn't match any customer interaction we can identify. We've asked [PLATFORM] to review it against their policies, and we'll leave this note here in the meantime so other readers have context.

Genuine feedback - good or bad - always gets a direct response from us. If there's a real experience behind this, we want to hear it: [EMAIL] or [PHONE]. - [YOUR_NAME], [ROLE], [BUSINESS_NAME]