How to manage your restaurant’s online reputation ?

You don’t know how to manage your restaurant’s online reputation and attract more customers ?

The image of your establishment online relies largely on the reviews your customers leave.

 According to BrightLocal, up to 98 % of consumers check reviews before booking a place. 

A simple increase from 3 to 4 stars can raise your revenue by 5 to 9 % !

👉 This complete article shows you how to manage your restaurant’s online reputation and turn it into revenue.

Google Business Profile : your main showcase 

Even before reading a review, your customers discover your Google profile. Incomplete or poorly presented information can make you lose a reservation in just a few seconds. Optimizing this profile is the first step to strengthening your restaurant’s online reputation. 

Google Business Profile : what is it ? 

Google Business Profile is a free service offered by Google that allows businesses, including restaurants, to create and manage an online listing.

This listing displays essential information : business name, address, phone number, opening hours, website, photos, customer reviews and booking options.

It is the first point of contact with your potential customers !

A well optimized Google profile allows you to :

• appear in the Local Pack (the first 3 search results),
• be highlighted on Google Maps,
• increase the number of clicks to your website,
• receive more direct calls from your profile.

Mini guide to optimize your Google Business Profile 

1. Update your opening hours in real time.
2. Make sure your contact details are accurate.
3. Write a clear description with natural keywords.
4. Choose one main category and relevant secondary categories.
5. Add at least 15 high definition photos.
6. Regularly upload photos of your dishes, your chef and your team.
7. Show the atmosphere of your dining room with authentic visuals.
8. Photograph your menus clearly and legibly.
9. Refresh your images every month.
10. Publish regular posts (promotions, events, news).
11. Complete the Questions / Answers section to anticipate doubts.
12. Activate direct booking from your profile.
13. Offer online ordering if possible.

👉 [Follow our 15 step guide to optimize your Google Business Profile.]

Without reviews, you have no credibility and your prospects will choose your competitors. The solution ? Integrate review collection into your daily habits to build a strong and lasting reputation.

How to get a lot more customer reviews

1. The 2 direct request techniques 

Face to face

• Ask for a review directly at the end of the meal, when the customer is still satisfied with their experience.
• Hand out a card with a QR code linking to your online review profiles.
• Offer a coffee or digestif as a thank you gesture, while always respecting platform rules.

With digital communication

• Send a personalized follow up email after the visit to request a review.
• Schedule a thank you SMS with a direct link to your review pages.
• Regularly include a review request in your newsletter.

2. The 3 modern techniques 

QR codes

Direct your customers to the most relevant review platform using an easy to scan QR code, with a fast and mobile friendly process.

Loyalty program

Reward customers who share their review by offering bonus points, exclusive discounts or VIP status that turns them into ambassadors.

Influencer collaborations

Collaborate with local micro influencers, organize Instagram events with dedicated hashtags and invite food bloggers to taste your dishes.

👉 [Check out our complete guide with the 15 best tips to get more Google reviews.]

Customers do not only judge your dishes, but also how you interact with them online. A thoughtful response can turn a criticism into proof of professionalism, and a compliment into long term loyalty.

Responses to positive and negative reviews 

How to respond to positive reviews ? 

Our recommended structure for responding is simple :

• Give a personalized thank you (avoid copy paste replies : be attentive and creative).
• Mention a specific detail from the comment to show you truly read it.
• Invite the customer to return : they should feel welcome and confident that their positive experience can happen again.

Example : “Thank you Sarah for this wonderful feedback ! We are delighted that our mushroom risotto won you over. We look forward to welcoming you again to discover our new seasonal menu !”

How to respond to negative reviews ? 

To respond effectively, follow the 4 golden rules :

• Speed : reply within 24 hours.
• Empathy : acknowledge the customer’s disappointment.
• Responsibility : take ownership without over-justifying.
• Solution : propose a concrete action.

Professional response template : “Hello [Name], we sincerely apologize for this disappointing experience. Your feedback is valuable and we take your comments very seriously. We would like to speak with you to understand what happened and improve. Could you please contact us at [phone] ? We would be happy to welcome you back to experience the improvements made.”

Mistakes you must avoid ! 

1. Impersonal messages that damage your image
2. Aggressive tone towards unhappy customers
3. Excessive justifications that can harm your reputation
4. Silence in front of criticism, which compromises your credibility

👉 [Discover our complete guide to responding to Google reviews with more than 40 examples.]

 Showcase your best customer reviews 

Every positive review is free marketing. By displaying them on your channels (website, social media, inside your restaurant), you reassure prospects and increase your bookings ! 

Where should you display these reviews ? 

On your website

• Create a dedicated testimonial page with a selection of your top 20 reviews.
• Display rotating reviews on your homepage.
• Add direct links to your full profiles (Google, Tripadvisor, TheFork).
• Naturally integrate quotes into your dish descriptions.
• Insert review boxes on your booking pages.
• Add your updated global rating in the footer.

On your social media

• Repost reviews in Instagram stories with a design consistent with your brand.
• Create personalized thank you videos for stronger engagement.
• Create a permanent “Customer Reviews” highlight on your profile.
• Publish the best monthly feedback on Facebook.
• Use carousel formats to showcase multiple testimonials.
• Share customer photos to build an active community.

Inside your restaurant

• Display your best customer quotes in a visible area.
• Install QR codes linking to your full profiles to make reviews easy to read.
• Set up a digital guestbook on a tablet for a modern experience.

Which tools should you use to manage your restaurant’s online reputation ? 

Managing each review manually quickly becomes a headache, especially when you are present on Google, Tripadvisor, TheFork and social networks. Online reputation tools help you centralize everything, save time and keep control of your online image. 

Which features are essential in an online reputation tool ? 

Before choosing a solution, make sure it includes at least these restaurant friendly features :

• Centralization of all your reviews in a single dashboard.
• Automation of review requests, sent right after the customer’s meal.
• Real time moderation alerts for every new comment received.
• Reporting and detailed analytics to get recommendations and improve your reputation.

The best online reputation management tools for your restaurant 

Several solutions exist on the market, some generalist and others specialized in restaurants. The key is to choose a tool that matches your size, goals and resources. 

Action plan to manage a bad buzz 

A viral criticism or a negative video can shake any establishment. With a clear strategy, it is possible to limit the impact of a bad buzz and even come out stronger. 

Phase 1 : Immediate reaction (0–2 hours) 

When a crisis erupts, the first step is an immediate reaction. You must quickly assess the severity of the situation, gather your team and inform all staff. This internal organization prevents panic and prepares a coherent response. 

Phase 2 : Strategic response (2–24 hours) 

The strategic response consists of publishing an official message that takes responsibility without fueling controversy. At the same time, put concrete actions in place to correct the issue and contact the affected customers directly. 

Phase 3 : Reputation recovery (1–4 weeks) 

Rebuilding your reputation takes time. It is important to show the improvements made, generate new positive reviews and communicate regularly about your efforts. 

Examples of successful crisis management 

Restaurants that successfully overcome a crisis often share four key elements :

• Total transparency when facing mistakes
• Fast reactivity
• Commercial gestures to compensate
• The ability to learn and avoid repeating the same errors

Dealing with unfair competition and fake reviews 

The threat of fake reviews is real : 75 % of consumers worry about fake reviews, and 83 % avoid a business suspected of posting them (Backlinko, 2024).

When facing a defamatory or false review, three strategies apply :

• Reporting the review to the platform
• Posting a public and diplomatic response
• Providing authentic evidence (receipts, photos, testimonials)

In severe cases, you can invoke the right to be forgotten or contact a specialized agency.

Thinking about buying Google reviews ? Before making this risky mistake, discover why buying Google reviews is a very bad idea !

25 actions to improve your restaurant’s online reputation

Beyond general principles, it is regular small actions that make the biggest difference. Here are concrete best practices to boost your online reputation day after day.

1. Place a QR code on each table to direct customers to your review profiles.
2. Send an automatic SMS two hours after the meal to request feedback.
3. Thank customers with a follow up email containing the link to your review page.
4. Hand out a connected business card with your social networks.
5. Offer a coffee or a small gesture to encourage a review, while respecting platform rules.
6. Publish new photos every month to keep your profile attractive.
7. Respond to every comment within 6 hours to show responsiveness.
8. Update your opening hours, menus and contact information weekly.
9. Publish two posts per week on Google Business Profile.
10. Use geo-targeted keywords in your descriptions for better local SEO.
11. Monitor your reviews daily with a tracking tool.
12. Train your team each month on the importance of online reputation.
13. Prepare response templates to save time when replying to reviews.
14. Regularly analyze recurring words and themes in customer feedback.
15. Compare your performance with direct competitors.
16. Send a newsletter featuring your best reviews to loyal customers.
17. Share behind the scenes content of your restaurant in Instagram stories.
18. Invite local micro influencers to try your dishes.
19. Use geo-local hashtags to reach nearby customers.
20. Repost customer photos to increase engagement.
21. Send an automatic message after a confirmed reservation.
22. Organize themed events that encourage customers to share their experience.
23. Create partnerships with local businesses to increase visibility.
24. Reply to customers through all available channels : email, social media, SMS.
25. Create a VIP program to reward and retain your ambassador clients.

 FAQ : Everything you need to know about managing your restaurant’s online reputation

 How can you improve your average rating on Google ?

Collect new reviews regularly — both positive and negative — reply systematically to customer feedback, and optimize your Google Business Profile with updated photos and regular posts.

Consistency in managing reviews naturally improves your average rating. Discover our ultimate guide to getting 5 star Google reviews.

How many reviews are needed to appear credible ?

According to Fera (2025), consumers require an average of 40 reviews to consider a rating credible. However, conversions already increase by 25 % with 30 reviews and 37 % with 100 reviews.

In the short term, getting 5 to 10 recent reviews is enough to inspire trust, but in the medium term, aiming for 50 verified reviews is a strong objective for building lasting reputation.

How should you respond to an unfair negative comment ?

Stay professional in your public response, thank the customer for their feedback, apologize, and propose a concrete solution.

Invite them to continue the conversation privately to resolve the issue without escalating the situation.

Can a bad review be deleted ?

A review can only be deleted if it violates the platform’s rules (defamatory content, spam, fake profile).

You cannot delete it yourself : you must report it through the dedicated tool (flag / report), allowing the platform to assess the review according to its policies.

In other cases, transparency and an appropriate response remain the best strategy to protect your reputation.

What is the difference between online reputation and SEO ?

Online reputation relates to reviews and consumer perception of your establishment, while SEO concerns your visibility in search engine results. Both are complementary levers for your online presence.

How can you manage reviews across multiple platforms ?

Use a centralized solution like Up Review to group, analyze and respond to comments from a single dashboard.

This approach saves time and ensures consistency in your replies.

Should you respond to positive comments as well ?

Absolutely. Responding to a positive review shows appreciation, strengthens customer loyalty and reassures prospects who check your profiles before choosing a restaurant.

How can you encourage reviews without buying them ?

Offer an exceptional customer experience, naturally encourage reviews through QR codes or follow up emails, and publicly thank those who take the time to leave feedback.

 Authentic satisfaction remains the strongest driver of recommendation.

Conclusion : managing your restaurant’s online reputation

Mastering your restaurant’s online reputation is essential to attract and retain customers. With the right habits and the right tools, every review becomes a growth opportunity !

Ready to take back control of your image ?

 Start boosting your online reputation with Up Review today !

Nathanaël Butet, for the Up Review team ❤️