Look at the reviews on any busy local business in Punjab and you will see a mix: some in English, some in Hindi, some in Punjabi in Gurmukhi script, and many in Hinglish, Hindi or Punjabi typed in English letters. Owners often wonder which language to reply in. There is no rule from Google on this, but there is a simple principle that works well.
The simple principle: match the customer
Reply in the language the customer used, as long as you can write it properly. A customer who wrote in Punjabi and receives a warm reply in Punjabi feels heard. It shows a real person read their review, not a template.
If you can't write a language well, a clear, polite reply in simple English or Hindi is better than a clumsy one. Never paste an automatic translation without checking it, because translation tools often get tone wrong.
Remember who else is reading
Your reply is not only for the reviewer. Future customers read it too. Google can show reviews and replies with a translation option for readers who use a different language, but the translation is not always perfect. So:
- Keep sentences short and simple. They translate better.
- Avoid slang and heavy wordplay.
- For an important reply, such as one to a serious complaint, you can add one short line in English after the reply in the customer's language.
Hinglish: write it naturally
Hinglish reviews are very common. A short, friendly Hinglish reply often feels most natural:
"Thank you so much ji! Aapko service pasand aayi, yeh sunke bahut accha laga. Phir zaroor aaiyega."
Keep the spelling simple and consistent.
Example replies you can adapt
Positive review in Hindi:
"आपके सुंदर शब्दों के लिए बहुत धन्यवाद। हमें खुशी है कि आपको हमारी सेवा पसंद आई। फिर से आपका स्वागत है।"
Positive review in Punjabi:
"ਤੁਹਾਡੇ ਪਿਆਰੇ ਸ਼ਬਦਾਂ ਲਈ ਬਹੁਤ ਧੰਨਵਾਦ ਜੀ। ਸਾਨੂੰ ਖੁਸ਼ੀ ਹੈ ਕਿ ਤੁਹਾਨੂੰ ਸਾਡੀ ਸੇਵਾ ਪਸੰਦ ਆਈ। ਦੁਬਾਰਾ ਜ਼ਰੂਰ ਆਇਓ।"
Negative review in Hinglish:
"Aapko jo pareshani hui uske liye hum maafi chahte hain. Hum is baat ko seriously le rahe hain. Kripya hume direct call karein taaki hum isse theek kar sakein."
Have someone fluent check any reply you adapt, especially in a language you don't write every day.
Tone matters more than language
Whatever language you choose, the same rules apply:
- Thank the customer, and use their name if it appears on the review.
- Mention something specific they said, so the reply doesn't feel copied.
- For complaints, apologise for their experience, don't argue in public, and offer to talk directly.
- Keep it short. Three or four sentences is usually enough.
- Don't include private details about the customer or their visit. This matters especially for clinics.
Reviews with only a star rating
Many customers leave stars without text. You can still reply, briefly, in English or Hindi: "Thank you for the rating! We look forward to seeing you again." It shows you notice every customer.
Build a small reply library
Write five or six good replies in each language your customers use: for praise, for praise of a specific staff member, for a mixed review, for a complaint about waiting time, and for a complaint about price or quality. Then personalise each one before posting. It saves time without making replies feel robotic.
Let us reply for you
Our review management service replies to every review in your voice, in English, Hindi, Punjabi or Hinglish to match the customer. Book a free demo to see sample replies for your latest reviews.