VURAL
ESCAENContact
← All articles

How to ask your customers for reviews on WhatsApp in 2026

1 November 2026

Hair salon customer checks a message

Asking for a review on WhatsApp is simple: you copy the direct link to your Google listing, write a short, personal message and send it shortly after the appointment to a customer who already knows you. What makes the difference is the timing, the tone and the customer's permission. In this guide you'll find the steps, templates for hair salons, beauty salons and physiotherapy, and the rules you must follow in Spain.

Vural
More time to look after your customers
Vural handles bookings and basic enquiries on WhatsApp, even outside working hours, so you can focus on your business.
Discover Vural

In short

  • Get the review link from your Google Business Profile and send it in a short message with the customer's name and a reference to their appointment.
  • Ask for the review shortly after the service, while the experience is still fresh. If the result takes a while to show, wait a little.
  • Ask all your customers, not just the ones you know are happy, and don't offer discounts in return.
  • In Spain, only message customers who have a relationship with you, and give them an easy way to say they don't want any more messages.
  • A fixed routine, always the same, saves you having to remember to ask.

Contents

Why WhatsApp is a good channel for asking for reviews

Your customers already talk to you on WhatsApp. They book appointments, ask about a price or let you know they're running late. Asking for a review there feels natural: you don't have to get them to open another app or look up your email.

There's another practical advantage. The customer taps the link and lands straight on your listing. The fewer steps there are, the more likely they are to do it.

That said, WhatsApp is a personal channel. Messages that feel like a rigid campaign work worse than ones that sound like a conversation. Google sums it up in its guide for businesses: behave like a friend, not a salesperson, and there's no need to offer promotions to people who are already customers.

Step by step: get the link and send it

Google recommends asking for reviews with a link or a QR code. Here's how to set it up:

  1. Sign in to your Google Business Profile (your business's one, with the account you manage it from).
  2. Select “Read reviews” and then “Get more reviews”, as Google's help centre explains.
  3. Copy the link. You can also download the QR code to keep at the front desk.
  4. Save the link in your phone's notes or as a WhatsApp Business quick reply so you don't have to hunt for it every time.
  5. Write the message, personalise it with the customer's name and send it.

A tip: test the link yourself before you send it to anyone. Open it on your phone and check that it takes you to your business's review window and not somewhere else.

What the customer does on the other end

It helps to know what you're asking of them. According to Google Maps, reviews are voluntary, public and not anonymous. The customer signs in with their Google account, taps “Write a review”, picks the stars and, if they like, adds some text before posting.

Two consequences for you:

  • If the customer isn't signed in to a Google account, they'll have to sign in. It's an extra step, so don't push if they don't reply.
  • Because the review carries their name, some customers hesitate. A friendly message with no pressure helps.

When to ask for the review

Timing matters as much as wording. The general idea is simple: ask for the review while the customer still remembers the experience and feels well looked after.

In an appointment-based business, that moment is usually the same day as the service, a little while after they leave. Some industry guides talk about waiting a few hours in businesses such as restaurants. In a hair salon or beauty salon you can apply a similar rule: the customer has got home, but a whole day hasn't gone by.

An example of how an ordinary day in a hair salon might look:

  • 10:00: Marta has an appointment for a cut and colour.
  • 12:15: she leaves the salon.
  • 15:00: she gets a short message with the link to leave her feedback.

It isn't a fixed rule. It's a starting point you can adjust by looking at when your customers reply.

When to wait a little longer

Some services don't show their results as the customer walks out. A physiotherapy session may leave someone feeling better that day, but what they really care about is how their pain develops. A beauty treatment may need a few days to show.

The physiotherapist assesses shoulder mobility

In those cases it makes more sense to wait until the customer can judge the real result. One option is to send a short message with the direct link after the service or when a milestone is reached. In a treatment with several sessions, the milestone might be the last session or the final check-up.

When not to send it

Messaging at two in the morning is a bad idea, even if your system is awake. Pick sensible times: mid-morning, early afternoon or early evening. Avoid Sundays and bank holidays unless the customer usually talks to you at those times.

If the person messaged you in the afternoon and replied quickly, that's a good sign that time suits them.

Who to ask

The temptation is to ask only those you know left delighted. It seems logical, but it isn't a good idea. A profile with nothing but five stars and very similar reviews is less believable, and customers notice.

Ask every customer who has had their appointment, with the same message and the same criteria. That way your average rating reflects what your business is really like. And if someone complains, you have useful information to improve.

You can follow a simple rule:

  • Customers who came to their appointment and paid for the service.
  • Customers you already talk to on WhatsApp to manage appointments.
  • Customers who haven't asked you to stop messaging them.

And what you shouldn't do: ask staff, family or friends for reviews. Those reviews don't reflect a real customer experience and may break Google's rules on fake and incentivised content.

Templates for asking for a review on WhatsApp

The best templates are short and sound like you. They include three things: the customer's name, a reference to their visit and the link. Go easy on the emojis and don't ask for “five stars”: ask for an honest opinion.

Change the wording to fit the way you speak. If you're informal with your customers on WhatsApp, be informal here too. If you want to fine-tune the tone of all your messages, there's a guide to personalising WhatsApp replies.

General template

Hi [Name]. Thanks for choosing [Business]. If you have a minute, it would really help us to hear what you think here: [link]. Thank you!

Hair salon

Hi [Name]. Lovely to see you at [Salon] today. How's the cut? If you'd like to tell other people about it, you can leave your feedback here: [link]. See you next time!

Beauty

Hi [Name]. We hope you enjoyed your treatment at [Salon]. Once you've been able to see the result, we'd love to know what you thought: [link]. Thanks for coming in.

Physiotherapy

Hi [Name]. We've finished your treatment at [Clinic]. If you feel like it, tell us how you've found this stage. Your feedback helps other people choose: [link]. Thank you for your trust.

In physiotherapy and other health services, don't mention clinical details in the message. A general reference to the care received is enough. For more ideas on handling communication with patients, see the guide to patient care over WhatsApp.

What to avoid in the wording

  • Explicitly asking for “5 stars”.
  • Offering discounts, gifts or free services in exchange for reviews. Google prohibits offering free or discounted products or services in exchange for posting, changing or removing negative reviews.
  • Long messages, with an advertising tone or lots of emojis.
  • Sending the same message to dozens of contacts without personalising it.
  • Chasing if the customer doesn't reply. One reminder at most, and only after a reasonable amount of time.

What to do with the replies

When a review comes in, reply to it. Thank people for the good ones with a specific sentence (mentioning the service, for example) and don't copy and paste the same thing every time.

If a complaint comes in, don't argue. Use it as a chance to fix the problem: offer to talk on the phone, keep a professional, helpful tone and make it clear you want to put it right. Anyone who reads your reply will see how you deal with problems, and that counts too.

Google can also remove reviews for spam, inappropriate content or other breaches of its policy. But don't expect a review to disappear just because it's negative or unfair.

What the law says in Spain

This is where you need to be careful. There are three pieces to look at: the law on commercial communications, data protection and WhatsApp's rules.

Commercial communications. Article 21 of Law 34/2002 (LSSI) prohibits sending commercial communications by equivalent electronic means, such as WhatsApp, if the recipient hasn't requested or authorised them. The exception is where there is a prior contractual relationship and the products or services are similar to those already contracted. In addition, every communication must offer a simple, free way to object to receiving further promotional messages.

Data protection. Under Organic Law 3/2018, consent to process personal data must be a freely given, specific, informed and unambiguous indication of wishes, given by a clear affirmative action. If you want to check how to apply it to your conversations, there's a guide on WhatsApp and GDPR for businesses.

WhatsApp's rules. WhatsApp's WhatsApp Business commerce policy says users must be expecting your messages and that you must respect opt-out requests. It recommends getting explicit consent that covers the categories of messages you send, explaining the value of receiving them and giving clear instructions for opting out of each category. That makes unsolicited mass messaging a bad idea.

In practice, it's worth:

  • Asking permission to message by WhatsApp when the customer books.
  • Making it clear you'll message them for reminders and to ask for their feedback.
  • Adding an opt-out line, for example: “If you'd rather not receive any more messages, reply STOP”.
  • Keeping a record of who has given permission.

If you're unsure about your particular case, check with your adviser or a data protection professional. This guide is no substitute for that advice.

How not to forget to ask

The usual problem isn't the wording. It's consistency. One day you're in a rush, another you forget the link, and in the end you ask three customers in twenty for a review.

You have several options depending on how busy you are:

  • A few appointments a week: a calendar reminder at the end of the day. You check who came in and send the messages one by one.
  • Busier: a system that takes care of the messages and keeps each customer's history in one place.

What matters is choosing a method and repeating it the same way every time. If you already use WhatsApp to manage appointments, tie the request into the rest of your flow: booking, appointment reminder, service and then the request for feedback. And if you'd like to get back in touch with people who haven't been in for a while, there are templates in the guide to reactivating inactive customers.

Our view

Asking for a review is the last part of a good experience, not a separate chore. The customer who booked easily, got answers to their questions and was treated warmly is the one most keen to talk about it.

That's why we think a review request works best when it's part of the same WhatsApp conversation where you already book, confirm and answer questions. Our assistant is designed to reply in real time, even outside working hours, and to adapt its tone and vocabulary to each business; the review request, for now, is something you send yourself. When the customer feels they're being spoken to as usual, the message stops feeling like a campaign.

And we say it with our feet on the ground: no tool replaces good service or clear permission from the customer. What it can do is take work off your hands, keep the diary and communication on one platform and stop you relying on memory so nobody goes unanswered.

How Vural helps you with this

If you run a hair salon, beauty salon, physiotherapy practice or another appointment-based business, you probably already talk to your customers on WhatsApp every day. Vural brings order to it: an AI assistant that handles bookings and cancellations, remembers each customer's history, connects to Google Calendar and also replies out of hours, always with the terms and prices you set.

There are two monthly subscription plans: Solo, €49 a month, for one professional; and Pro, €69 a month, for teams of up to 10 professionals. Set-up is a one-off payment at a fixed price: €299 on Solo and €499 on Pro. We charge no commission per appointment, there's no tie-in and the fee starts once it's working. You can see the details at vural.io and read the terms of service before deciding. If you want to understand better how bookings work on this channel, start with the guide to WhatsApp bookings.

Frequently asked questions

Can I send the review link on WhatsApp?

Yes. Google recommends asking for reviews with a link or a QR code, and you can share that link on WhatsApp like any other. The customer will need a Google account to post their review. Get the link from your Business Profile, under “Read reviews” and “Get more reviews”.

Do I need the customer's permission to ask for a review on WhatsApp?

In Spain, the LSSI prohibits unsolicited or unauthorised electronic commercial communications, with an exception for customers with a prior relationship and similar services. WhatsApp Business also recommends explicit consent. The safest approach is to ask permission when they book and always offer a simple way to opt out.

Can I offer a discount in exchange for a review?

No. Google prohibits offering free or discounted products or services in exchange for posting, changing or removing reviews. And according to Google, there's no need to offer promotions to people who are already customers. What works best is a friendly message and good service.

How many times can I remind the customer?

The main message is enough in most cases. If you want to follow up, send one brief reminder a few days later at most, and no more. If the customer doesn't reply, it's best to let it go. Always respect any opt-out request.

What do I do if a customer leaves a negative review?

Reply calmly and don't argue. Thank them for the comment, offer to sort the problem out by phone and keep a professional tone. Anyone who reads the reply will see how you handle problems, and that can build trust with future customers.

Sources

Recommended reading

More articles