How do I remove a Google review from my business?

Can I delete a Google review myself?

No. Only the reviewer can delete their own review. As the business owner, you can report a review to Google. Google then decides if the review breaks its content policies. If it does, Google removes it from Maps and Search.

Which reviews will Google remove?

You can report any review, but only reviews that violate Google policies are eligible for removal. Google says not to report a review just because you disagree with it or dislike it. Google does not get involved in conflicts between businesses and customers.

Reviews that can qualify include:

• Fake engagement, such as content that is not based on a real experience.
• Reviews that were paid for, directly or in kind.
• Content posted from multiple accounts by one person, or at one person’s request.
• Content from a competitor meant to hurt your reputation.
• Content based on a conflict of interest, such as a former employee.
• Spam, profanity, and harassment.
• False or misleading descriptions of your goods or services.

A bad review from a real customer who had a real, unhappy experience usually does not qualify. Google treats that as honest feedback.

How do I report a review to Google?

1. Go to your Business Profile.
2. Select Read reviews.
3. Next to the review, select Report.
4. Select the reason, for example “Spam” or “Profanity”.
5. Select Send report.

You can also use the Reviews Management Tool. Sign in with the email address linked to your Business Profile, select your business, and choose to report a new review. Pick the reason and select Submit.

Choose the reason that matches the real problem. A report for the wrong reason is easy to reject.

How long does it take, and how do I check the status?

Google says the review of a report typically takes several days. Check the status in the Reviews Management Tool. You will see one of these:

• Decision pending: Google has not looked at the review yet.
• Report reviewed, no policy violation: Google found nothing to remove.
• Escalated, check your email for updates: your appeal is under further review.

What if Google says the review is fine?

You get one appeal for each flagged review that is eligible.

1. Open the Reviews Management Tool and confirm the email address.
2. Select your business.
3. Choose the option to check the status of a review you reported before.
4. Select Appeal eligible reviews at the bottom.
5. Select the review, fill out the form, and select Submit.

Google sends you an email with the result. If the review follows the policies, it stays live. Plan on the review staying, and do not expect a second chance after this appeal.

What if the reviewer is the problem, or it is an extortion scam?

If the reviewer’s profile contributes inappropriate content, you can report the profile. In the Google Maps app, open your Business, tap Reviews, tap the reviewer’s name, and use More then Report. Pick a reason such as “Legal issue” or “Privacy concerns”.

If someone demands payment to take down negative reviews, treat it as extortion. Google has a separate reporting path for this. Keep every message as evidence. In Ontario, you can also contact your local police.

What should I do if the review stays?

Reply in public. Google notes that negative reviews are not always a sign of poor service, and that they can show where you can improve. A calm reply helps future customers more than a long argument.

• Be professional and polite.
• Keep the reply short.
• Use the reviewer’s name and answer their specific complaint.
• Apologize where it is fair. Do not take blame for things outside your control.
• Never share the reviewer’s private information.
• Offer to continue by phone or email.

The reviewer gets a notice when you reply. They can change their review after they read your reply.

What must I never do to get a review removed?

Never offer a payment, discount, or free service in exchange for removing or changing a negative review. Google lists this as fake and misleading content and prohibits it. It can lead to restrictions on your profile. In Canada, the Competition Bureau also takes fake and paid reviews seriously as misleading marketing, so do not take the risk.

Do not pressure customers to leave reviews, and do not ask for specific wording. Ask for honest reviews and leave it there.