Open your Google Business Profile on a computer, go to Read reviews, and answer what is waiting. You need a verified profile. Google reads every reply before it goes public, usually within minutes, sometimes longer.
Keep the reply short. Mention one thing the person actually wrote. Write in their language. Do not invent a waiter’s name, a free dessert, or a medical claim you cannot stand behind.
Reply to the 5-star notes as well as the 2-star ones. People can see when a listing only answers praise. Google wants the reply to be genuine, not a paste that could sit under any review.
For a low score, wait until you know what happened. A calm sentence that you will look into it is better than a defence written in the rush of service. The person who wrote the review gets a notification. They can still edit their text after they read you.
If a review breaks Google’s rules, flag it in the profile. Do not pick a public fight.
Do this on a fixed rhythm so it does not depend on memory: once a day if volume is high, a few times a week if it is not. The point is that nothing sits unanswered for a fortnight.