How to remove a Google review, and how to answer one
The honest answer first: Google removes reviews that break its rules, not reviews you dislike. Here is what qualifies, the exact steps, the one appeal you get, and how to answer the rest.
By the Desk editorLast checked 3 October 20262 min read
The short answer
You can't delete a Google review yourself, and Google won't remove one just because it is negative. You can report a review that breaks Google's policies (fake, from a competitor or ex-employee, off-topic, offensive) in your Business Profile; evaluation "typically takes several days", and if Google keeps it you get one appeal. For everything else, reply calmly in public.
What Google will remove
Reviews that break its content policies, including:
- Fake engagement: content not based on a real experience, paid-for reviews, or reviews posted from several accounts by one person.
- Conflict of interest: reviews from current or former employees, competitors, family, or anyone with a professional or personal tie.
- Off-topic, offensive or harassing content, and spam.
How to report a review
- Open your Business Profile and select Read reviews.
- Next to the review, select Report and choose the reason, such as "Spam" or "Conflict of interest".
- Send the report. Google says evaluation "typically takes several days"; check the status in the Reviews Management Tool.
If Google says no: the one appeal
In the Reviews Management Tool, choose to check reviews you reported, then Appeal eligible reviews. You can select up to 10 reviews and submit a one-time appeal; Google emails the result.
Yes, but. Removing or hiding genuine negative reviews can itself mislead customers. The ACCC warns businesses to have "an adequate basis to conclude that a review is likely to be fake or misleading" before removing or editing one on their own website or social pages.
How to respond to a negative review
- Wait an hour, then reply. Thank them, own what was wrong, and say what you have changed.
- Take the detail offline. Give a name and a phone number to sort it out.
- Never argue or reveal private details. Future customers read your reply more closely than the review.
What you must never do
The ACCC says it is against the law for a business to create fake or misleading reviews or arrange for others to. Google bans offering any incentive for a review, or for changing or removing one, and bans asking only happy customers.
Common questions
Can I remove a Google review?
Not yourself. You can report it, and Google removes it only if it breaks Google's policies.
How long does Google take to review a report?
Google says evaluation typically takes several days. You can check the status in the Reviews Management Tool.
Can I pay to remove a bad review?
No. Offering anything for the removal or revision of a review breaks Google's rules, and services promising removal for a fee should be avoided.