Reply to reviews

Let’s lead with the thing that saves you a search: Mountify has no public reply field under a review today. The Setup → Reviews page lets you do four things — add, edit, hide and restore a review. There is no Reply button, neither in the admin nor on the public page.

That doesn’t mean a review goes unanswered. It means the answer happens somewhere else. This article covers where and how.

1. What you can do today

Situation	The right action
A happy client who reviewed you here	call or message them personally; invite them to repeat it on Google
A review published on Google	reply on Google — the owner reply field lives there
A complaint with a concrete problem	reach the client via Clients and fix it offline
Spam, abuse, someone else’s review	Hide (see Moderate reviews)
A factual mistake in a review you typed in	Edit
A factual mistake in a review a client wrote	do not edit; contact the client

2. How to reach the author

Reviews with source Customer come from a real booking, so the client is already in your database.

1. Open Clients in the board’s left rail.
2. Find the person by name (the same name appears on the review).
3. Open their card — phone, email and visit history are there.
4. Call or message them personally.

A personal call beats a public reply. An unhappy client who gets a call the same day often comes back. The public reply is for the other readers, not for them.

Reviews you entered by hand (source Manual, Google or Yelp) may have no client card. For those, the contact route is wherever you got the review from.

3. How to reply on Google

If the review also sits on your Google profile — which is common for happy clients who went through the Review on Google button — that’s where you answer:

1. Sign in to your Google business profile.
2. Open the reviews section.
3. Pick the review and write a reply as the business.

The reply appears publicly under the review on Google and is seen by anyone searching for your venue. That is the public channel Mountify does not duplicate.

The link to your Google review form is set in Setup → Public site, the Reviews section, field Google review link. It routes happy clients to Google — see Collect reviews.

4. Why you shouldn’t rewrite someone else’s review

Technically you can open a review with the Edit pencil and change the text — including text written by a client. Don’t.

• A review with source Customer is the literal sentence of a real person, tied to a real booking. Changing it misleads future clients.
• In Bulgaria and across the EU, manipulating consumer reviews (deleting negative ones, rewriting them, publishing invented ones) is a prohibited unfair commercial practice and carries penalties.
• If a review is false or abusive, the correct action is Hide — not a rewrite. The original stays in Archived and can be produced in a dispute.

Editing is for your own manual entries: a typo in a name, a wrong date, a review attributed to the wrong specialist.

5. When hiding is justified

Hide only when the review:

• is spam or an advert;
• contains abuse or a personal attack on a staff member;
• duplicates an already published review;
• clearly refers to another business;
• contains a third party’s personal data.

Don’t hide honest criticism. A profile of nothing but fives reads as less trustworthy than a 4.6 with a few specific complaints.

6. What to write if you do reply (on Google or privately)

To a happy client — short, personal, no template. One sentence showing you read what they wrote: “Thank you, Maria! So glad the colour turned out exactly as you wanted — see you soon.”

To a complaint — three parts, in this order:

1. Acknowledge the concrete problem (not “sorry if you were left with that impression”).
2. What you’ve done so it doesn’t happen again.
3. An invitation to talk: a phone number, or a request to message you directly.

Length: three or four sentences. Anything longer reads as defensiveness.

Never: argue about facts in public, name staff members, or imply the client is lying.

7. Action summary

I want to…	Where
Reply publicly to a review in Mountify	not possible today
Reply publicly to a review on Google	your Google business profile
Message the client privately	Clients → the client card
Take a review off the page	Setup → Reviews → Hide
Fix a review I typed in myself	Setup → Reviews → the Edit pencil
Turn all reviews off on the page	Setup → Reviews → the switch at the top

What’s next

• Moderate reviews — hide, restore and edit, step by step.
• Customer reviews — the whole page.
• Reviews on your page — what the client sees.
• The client card — where to find the phone and email.