Local Review Reply guide
Residential and commercial cleaners get steady Google reviews. AI replies keep every customer acknowledged without hiring a reviews manager.
Free includes 3 AI replies, brand voice, approval workflows, analytics, and 1 location. Starter is A$5/month for 1 location and 30 replies/month. Growth is A$19/month for up to 3 locations and 300 replies/month. Scale is A$49/month for up to 10 locations and 1,000 replies/month. Custom plans are available above Scale. 2-minute signup via Google.
Start free — no credit card Try the free demoCleaning reviews turn on two things that make them harder to answer than they look. The first is that "clean" is a judgement, not a measurement, so a complaint is often a mismatch between what the customer pictured and what the scope actually covered — and a reply that says so, however politely, reads as arguing. The second is access. Cleaners work in homes and offices while nobody is watching, which means the rare review alleging something missing or damaged is not a service complaint at all; it is an allegation about a named staff member, and it should never be answered off the cuff in public. There is also a staffing reality worth planning for: turnover is high enough that a review praising or blaming a specific cleaner may be about someone who has already left. Anything under four stars is held automatically, which covers the serious allegations, since a review accusing a cleaner of theft is not a four-star review. Wording about damage or property does trip a hold at higher ratings too. Named-staff praise does not, so if you would rather no reply named a cleaner without a person seeing it first, keep the profile on approval.
These examples are written to be specific enough for customers and restrained enough for public Google Business Profile replies.
Review: Came back to a spotless house and they even did the inside of the oven without being asked.
Reply: Thanks so much for this. Glad the place felt right when you walked back in. We appreciate you having us and will see you next visit.
Review: Mostly good but the skirting boards and window tracks were skipped.
Reply: Thanks for the feedback. Those details are worth getting right, and it is also worth us checking whether they were inside the scope you booked. Please contact the office and we will look at it and sort out the next clean.
Review: Money went missing from my bedroom after the clean.
Reply: This is a serious concern and I want to deal with it properly rather than here. Please contact the office directly so we can talk with you, review who attended, and take the right steps.
Google says that replying to customer reviews shows that you value feedback, and that positive reviews plus helpful replies can help a Business Profile stand out. Google also says local ranking is mainly based on relevance, distance, and prominence; review count and review score can contribute to prominence.
Public review replies are read by future buyers as much as the original reviewer. The safest reply avoids private details, avoids arguing point by point, and does not make promises the business has not approved internally. Local Review Reply keeps that discipline by using short drafts, industry context, and approval rules for sensitive reviews.
| Review type | Recommended mode | Why |
|---|---|---|
| 4-star and 5-star | Auto-publish after brand voice training | Usually low risk and time-sensitive. |
| 3-star | Approval queue | Often mixed feedback; a human can tune the tone. |
| 1-star and 2-star | Alert plus approval | Needs de-escalation and may need offline follow-up. |
Without disputing it. \"Clean\" is a judgement, not a measurement, and a complaint is often a mismatch between what the customer pictured and what the booking actually covered. Saying so publicly, however politely, reads as arguing. Acknowledge, offer to look at it, and check the scope privately.
Never answer it off the cuff. That is not a service complaint, it is an allegation about a named staff member, and it needs a considered response from an owner or manager who can check who attended. Reply briefly to show it is being taken seriously and move the substance to a direct conversation.
Yes, more than most trades. Turnover is high enough that a review praising or blaming a specific cleaner may be about someone who has already left, so replies that name staff can age badly. Keeping the reply about the service rather than the individual avoids that.
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