How to remove a negative or fake Google review: what's possible, and how
A business can't delete a Google review itself: only its author can. You can, however, report it from your profile, and Google removes it if it breaks its policies, such as a fake review, abusive content or a conflict of interest. A negative but genuine review stays online: your reply is then the best tool you have.
By the Abracarda team3 min read
Who can delete a Google review?
Only the author of a review can delete or edit it, from their Google account. The profile owner has no « delete » button: they can reply, and report the review to Google.
If you know the author and the problem has been resolved, you can suggest they update their review. Offering them anything in exchange for removing it, however, is against Google's policies.
The reviews Google agrees to remove
Google removes reviews that break its content policies. The most common cases:
- Fake reviews: a review that matches no real experience, or posted in bulk.
- Conflict of interest: a review left by a competitor, an employee or former employee, or the business owner.
- Abusive, hateful or harassing content.
- Off-topic: a review unrelated to the business, or a political or promotional message.
- Personal information: a phone number, an address, health details.
A negative review, even a harsh one you find unfair, fits none of these categories: Google won't remove it for that.
How to report a review from your profile
- Open your Google Business Profile and its list of reviews.
- On the review in question, choose « Report review », then the reason that genuinely applies.
- Follow up in Google's review management tool: it shows whether the review was removed or kept, and lets you appeal a refusal.
Choose the reason carefully: it's what Google checks. A review reported for a reason that doesn't apply is unlikely to be removed.
Defamatory reviews: legal options
A review making a false and specific accusation, such as a theft, a fraud or food poisoning that never happened, may be defamatory. Google offers a form to report content for legal reasons, separate from reporting from your profile. In serious cases, a lawyer can request the removal of the review, or even the identification of its author.
Criticism of a service actually provided, however harsh, falls under freedom of expression: it won't be removed on that basis.
Beware of review removal services
Some companies offer to « remove your negative reviews » for a fee. Google gives no one special removal powers: these services report reviews just as you can, or start legal proceedings.
Be wary of any guaranteed result, and of any method that drowns bad reviews under fake positive ones: it's forbidden, and the whole profile risks restrictions.
When the review stays: reply, and rebalance
A review that can't be removed is handled with a calm, short reply, which shows future customers how you respond. Our example replies to negative reviews can help.
Over time, the best remedy for a bad review is a majority of recent, genuine reviews around it. See our guide to getting more Google reviews, and how the Google review card gives unhappy customers a way to write to you privately, without ever taking away their option to post.