How to remove a bad Google review
You can't delete a review yourself. You can report it to Google, and Google removes it only if it breaks Google's content rules, such as spam, fake reviews, hate, or someone who was never a customer. A review that's just negative stays up, so reply to it calmly.
Time needed: 5 minutes to report; Google usually takes several daysWhich reviews Google will remove
Google only removes reviews that break its content policy. Being unfair or one-sided isn't enough. Reviews that do qualify include:
- Spam and fake reviews, including from competitors or people who were never customers.
- Reviews written by someone with a conflict of interest, like a former employee.
- Off-topic reviews that aren't about a real experience with your business.
- Hate speech, harassment, threats, sexually explicit content or profanity.
- Reviews that share someone's personal information.
- Reviews used to blackmail you ("pay us or we'll leave 1-star reviews"). Google has a separate report for review extortion.
How to report a review
From your Business Profile (from Google's help page):
- Open your Business Profile and choose Read reviews.
- Next to the review, choose the report icon (an exclamation mark in a circle).
- Pick the reason that fits best, for example Spam or Conflict of interest.
- Choose Send report.
You can also use Google's Reviews Management Tool: choose your business, then Report a new review for removal. The same tool shows the status of everything you've reported.
Report it fast
Don't wait. Report a review that breaks Google's rules as soon as you see it, the same day if you can.
Our own results: since we started reporting rule-breaking reviews within 12 hours of them being posted, Google has removed 93% of the reviews we reported, across the 15+ brands The Lightning Agency manages. That's our experience, not a figure from Google, and Google still only removes reviews that break its rules.
Tip: Turn on review notifications for your Business Profile (or let Am I found? watch your reviews daily) so you see new reviews the same day.
Check the status and appeal
Google usually takes several days. In the Reviews Management Tool, each report shows one of three statuses:
- Decision pending: not looked at yet.
- Report reviewed - no policy violation: the review stays. You can appeal once.
- Escalated: your appeal is being looked at; Google emails the final decision.
To appeal, choose Check the status of a review I reported previously, then Appeal eligible reviews. You can include up to 10 reviews. Give short, factual reasons: no record of this customer, posted the same day as three others from new accounts, and so on.
When the review stays up
- Reply calmly and briefly. Future customers judge you by your answer. See how to respond to Google reviews.
- Fix the real problem if there is one, and say so in your reply.
- Bury it with genuine reviews. One bad review among 80 good ones barely matters. Among 6, it does. See how to get more Google reviews.
Tip: Don't offer the customer a refund or discount in return for removing the review. Google treats that as a policy breach too.
Watch out for "review removal" services
Companies that promise to remove any review for a fee can only use the same report button you have. Some use methods that break Google's rules and can put your profile at risk. Google states there's no way to pay for better treatment on Maps.
Questions
Can I delete a Google review myself?
No. Only the reviewer can delete or edit their review. You can report it, and Google removes it if it breaks the rules.
How long does Google take to remove a review?
Google says evaluation usually takes several days. Check progress in the Reviews Management Tool.
Can I ask the customer to remove it?
You can contact them to resolve the problem, and some will update their review on their own. Don't offer anything in exchange for changing or removing it.
Do bad reviews hurt my Google Maps ranking?
Your rating and number of reviews are among the signals Google names. One bad review among many good ones has little effect. A low overall rating, or very few reviews, does more harm.