How to Remove a Bad or Fake Google Review

A review you think is unfair, or a single star from someone who was never your customer, is one of the most frustrating situations for business owners. The first question is always the same: "Can I delete this review?" The short answer: you can't delete it, but you can ask for reviews that violate Google's rules to be removed. In this guide we explain which reviews can be removed, how to report them and how to deal with negative reviews that aren't removed.

Can a business owner delete a Google review?

No. Only the person who wrote a review can delete or change it. As a business owner, what you can do is reply to the review and report a review that breaks the rules to Google. Google removes only reviews that it finds in violation of its content policies; a review being negative is not, on its own, a reason for removal.

Which reviews does Google remove?

Under Google's rules, reviews like these can be removed:

• Spam and fake reviews: Reviews not based on a real experience, written in bulk, or written in exchange for money or gifts
• Conflict of interest: Reviews about your business written by your competitor, your competitor's employee or your former employee
• Off-topic content: Political, social or personal comments unrelated to the experience at the business
• Harassment, insults and hate speech: Offensive content that targets people or groups
• Personal information: Someone else's personal data, such as a phone number, an address or ID details
• Obscene or illegal content
• Impersonation: Reviews written while pretending to be another person or organization

How do you report a review that breaks the rules?

1. Open your business profile in Google Maps or Google Search.
2. Find the review you want to report.
3. Tap the three dots next to the review and choose "Report review".
4. Select which rule the review breaks and submit the report.

You can also track the status of the reviews you've reported with Google's review management tool. The tool shows whether your report has been reviewed and the result. If Google rejects the report, you can appeal once from the same tool; in the appeal, explain briefly and concretely why the review breaks the rules.

The review time varies and can take a few days. Reporting the same review over and over doesn't speed things up.

Tips to make reporting easier

• Choose the right reason. "I didn't like it" isn't a reason; select which rule the review breaks.
• Check your records. If the person who wrote the review was never your customer, check this in your own records. If there is a clue that they're a competitor or a former employee, note it.
• Notice a coordinated attack. If many similar one-star reviews arrive in a short time, report them one by one and also pass the situation on through Google's support form. When Google sees unusual activity like this, it can pause new reviews for a while.

What to do about a negative review that isn't removed

A negative review that doesn't break the rules won't be removed. In that case, your reply is the best tool:

• Write a calm, short reply. Say thank you, acknowledge the problem and invite them to get in touch for a solution. Write the reply with the other customers who will read the review in mind.
• Really solve the problem. If you contact the customer and solve the problem, they may update their review of their own accord. Don't impose this as a condition.
• Fix recurring complaints. If the same issue comes up in more than one review (waiting time, cleanliness, price), the problem is real; solving it also prevents future negative reviews.
• Balance it with new reviews. Ask your happy customers for reviews. Real reviews that come in regularly reduce the effect of a single negative review.

For sample replies to negative reviews, see our guide to replying to Google reviews.

What you shouldn't do

• Writing your own reviews, or having them written, to bury a negative review
• Pressuring or threatening the person who wrote the review
• Offering money, a discount or a gift in return for deleting the review
• Paying people and companies that say "we get reviews deleted": reviews that break the rules can be reported for free, and no one can get a review that follows the rules deleted

If a review contains insults or defamation and you are considering a legal route, consult a lawyer.

Review management with BadePlus

BadePlus follows every new review and prepares a reply in your business's tone; if you like, it brings replies to negative reviews to you for approval before publishing. It also shows the complaint topics that repeat across reviews, so you can see which problem bothers your customers. Start your 3-day free trial.