Can you remove a Google review? What Google takes down
You can't delete a Google review yourself. You can report it, and Google removes it only if it breaks Google's policies: fake, off-topic, abusive, a conflict of interest, and similar. Report it from your Business Profile under Read reviews, then Report, and track it in Google's Reviews Management Tool. A bad review that's genuine stays, so reply to it well.
What Google will remove
Google is plain about it: "You can report any review, but only those that violate Google policies are eligible for removal," and "Google doesn't get involved in conflict between businesses and customers" (Google).
Reviews that break Google's policy (Google) include:
- Fake engagement. Reviews from people who were never customers, or bought reviews.
- Conflict of interest. Reviews from a competitor, or a current or former employee.
- Off-topic. General rants, politics or commentary that isn't about the customer's experience.
- Harassment, hate speech and offensive content. Threats, abuse, slurs.
- Personal information. A staff member's phone number or home address.
- Obscenity and profanity.
- Advertising. A review that's really an ad or links to another business.
What Google won't remove: a real customer who didn't like the price, the wait, or the job, and says so politely. That's allowed, even when you think they're wrong.
How to report a review
- Open your Business Profile and choose Read reviews.
- Find the review and choose Report.
- Pick the reason that fits, such as spam or profanity, and choose Send report.
In Google Maps on a computer, it's the review's More menu, then Flag as inappropriate.
Google says reviewing a report "typically takes several days."
Check it, and appeal once
Google's Reviews Management Tool shows each review you've reported and where it's up to: decision pending, reviewed with no policy violation, or escalated. If Google decides a review doesn't break its policy and you disagree, you can send one appeal from the same tool, for up to 10 reviews.
Keep your evidence ready: your job records showing no booking under that name, or the date a former employee left.
A wave of fake reviews and a demand for money
Some businesses get a run of one-star reviews, then a message offering to stop for payment. Google has a separate form for this, and says: "Do not engage with or pay the malicious individuals" (Google). Report it there, and keep screenshots of the messages.
What not to do
- Don't offer the customer something to take it down. Google counts it as manipulating reviews.
- Don't flood your profile with new reviews to bury it. Sudden bursts look like manipulation to Google.
- Don't argue in public. The reply sits under the review for every future customer to read.
The ACCC also warns that removing or hiding genuine negative reviews can mislead customers (ACCC).
When it stays: reply to it
Most bad reviews can't be removed. A calm, short reply often does more good than the review does harm, because future customers see how you handle a problem. The reviewer is told when you reply, and they can change their review. Templates are in How to reply to Google reviews.
The other answer is more reviews. One bad review among 60 good ones reads as a bad day. Among 5, it's a pattern. Google itself says a mix of positive and negative feedback often looks more trustworthy.
TapBook asks every customer for a review when you mark the job complete, so good reviews keep coming in. See how it works.
Questions
Can I delete a bad review from my Business Profile?
No. Only the person who wrote a review can edit or delete it. You can report it, and Google removes it if it breaks Google's policies.
How long does Google take to check a reported review?
Google says review evaluation typically takes several days. You can follow it in the Reviews Management Tool.
Can I appeal if Google keeps the review?
Yes, once. The Reviews Management Tool lets you send a one-time appeal for up to 10 reviews Google decided don't break its policies.