Thirty years of saying the right thing

Our Founder & CEO

Our founder has spent over 30 years in customer service and review responding — front desks, phone lines, complaint inboxes and, more recently, the very public comment sections of Google and Tripadvisor.

Three decades of that teaches you something simple: people rarely want a refund. They want to be heard. A well-judged reply turns a grumbling three-star into a returning regular, and turns a glowing five-star into a advert that other guests trust.

Reply Right was built to give that skill to businesses that are far too busy plating food and turning rooms to write back themselves. We are not a faceless agency and we are not a chatbot left running overnight. We are people who genuinely enjoy writing a good reply, and who have a slightly worrying enthusiasm for a well-handled complaint.

What we believe

• A reply is for the next 500 readers, not just the one who complained.
• Copy-paste gratitude is worse than saying nothing. Only just, mind.
• Speed matters, so nothing waits more than 72 hours.
• A human signs off on every word we publish in your name.