How to Manage Negative Google Reviews (Plus 9 Violations That’ll Let You Remove Them)
98% of consumers read reviews of local businesses to help them make a decision about whether or not to visit. The same study found that Google was the most used and trusted review site in 2022, which shows why it’s more important than ever that your Google reviews provide an accurate and positive representation of your business. So, what can a business do to make sure their local business listings are free from fake, incorrect, or undeserved negative reviews?
At a time when every review matters, the ability to remove negative Google reviews and effectively manage your online reputation can be a game changer for local businesses. Therefore, it’s often common for business owners to ask themselves, “Can I actually remove that bad review from Google?” The honest answer is — it depends.
While not the most satisfying answer, it is for a good reason. For reviews to hold real weight and matter to consumers, Google reviews have to be trustworthy. So, if that pesky negative post about your brand was completely legitimate, you’ll probably have a tough time taking it down (and might want to look into improving your online reputation strategy).
But what about reviews that aren’t legitimate? Or, you’re not sure if it qualifies as a genuine review or not. For those, Google has 9 specific violations that allow a business to remove bad, negative, and fake reviews from their listings. By removing reviews that are in violation of Google’s Review Policy, a brand can improve its ratings, climb the rankings, and entice more customers to visit their business.
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Can You Remove Bad Google Reviews?
The short answer is no — businesses cannot directly delete Google reviews. However, you can report reviews that violate Google’s content policies, and Google may remove them if they meet specific criteria.
We’ll get into more detail later, but here’s a quick list of violations that allow you to remove a review on Google:
- Spam or fake reviews
- Multiple reviews from the same person
- Offensive or Discriminatory Content
- Fraudulent reviews from competitors
- Reviews of the wrong business
- Reviews of the wrong business location
- Reviews from current or former employees
- Irrelevant reviews
- Reviews with inappropriate images
It’s important to note Google won’t remove reviews simply because they are negative. As long as the review complies with Google’s guidelines and reflects a legitimate customer experience, it will remain on your profile. This is why it’s crucial to focus on responding professionally to negative feedback and resolving customer issues when possible.
By understanding Google’s review policies and taking the appropriate steps, you can ensure your business’s online reputation remains as accurate and positive as possible. For more information on reporting and removing reviews, refer to Google’s official support page on review management.
How to Report a Review for Removal
If a review violates one of the above criteria, you can request Google remove it. Here is how to do that:
- Find the Review: Navigate to the specific review on your Google Business Profile and click the three dots icon in the top right corner.
- Select the reason: Choose the specific violation you believe this review is guilty of, then click submit.
- Submit Additional Information: If the review is not removed after flagging, contact Google’s support team through your Google Business Profile. Provide detailed information on why the review violates Google’s guidelines, including screenshots and any relevant evidence.
- Follow Up with Google: If your removal request is denied, you can escalate the issue by submitting a legal removal request for defamation or (in extreme cases) slander.
9 Google Review Violations That Google Can Remove
Not sure if a negative review violates one of Google’s policies? In this section, we’ll break down each kind of Google review violation so you know what you can and cannot flag:
1. Spam and Fake Content
Spam and fake content are big issues online these days. At least 50% of consumers are confident they saw fake reviews on Google in 2022. So, it’s no surprise that online directories are starting to crack down on people who leave fake reviews.
In fact, it’s become so widespread that the Federal Trade Commission is proposing new rules to prevent the creation of fake reviews, with companies selling those reviews potentially facing fines of up to $50,000 per review.
Most local search directories have automatic filters that attempt to mitigate fake reviews from being posted on local business listings; however, some still seem to slip through the cracks. In these cases, you can flag the reviews in order to bring them to Google’s attention directly. To spot a fake review, look for signs like:
- Star ratings with no accompanying text review
- Overly generic reviews
- Ridiculous usernames
- Fake/non-human avatars
- Nearly identical reviews left by the same person for different businesses
- Multiple reviews posted by the same reviewer in a short period of time
2. Multiple Negative Reviews From the Same Person
Sometimes, one person will use multiple Google accounts in order to leave more than one review for the same business. They could ask friends to use their accounts, or they could create multiple fake accounts. No matter how or why, it’s clearly against Google’s Review Guidelines to use multiple accounts to leave multiple negative reviews about one experience with a business, and it should be flagged for removal.
3. Inappropriate Content, Profanity, Racism, or Other Hate Speech
Any use of inappropriate content, profanity, or racial terms in a review is grounds for removal. This includes explicit/offensive content, hate speech, harassment, and bullying. Google’s content policy lists many different guidelines restricting this content from reviews.
4. Fraudulent Reviews From Competitors
Sometimes, businesses go to drastic measures to beat their competitors in the local search results. At times, this may result in attempts to hurt a competitor’s online reputation. If multiple area businesses in the same industry receive a bad review from one person in a relatively short time span while leaving one competitor a glowing review, it’s a sign the person behind the reviews could be a competitor.
5. Oops! Wrong Business!
There have been some circumstances where a customer clearly but accidentally left a review for the wrong business. This is easy to spot because they refer to products or services that are completely unrelated to what your business does. In this case, you can either respond to the review and politely ask them to remove it or dispute the review with Google.
6. Leaving Reviews at Locations They Didn’t Visit
If you have a multi-location business, a bad experience at one location could cause a customer to go on a tangent of writing bad reviews at every location in an attempt to harm the brand’s reputation as a whole.
Google’s review guidelines state that you can only leave a review with a business location that you’ve actually had a customer experience with. It’s pretty unlikely that a customer visited more than one location on the same day and had the same negative experience at each location. Another good clue is the location of the user versus the location of the business. For example, if the user is in Florida, but they wrote a review about a location in Ohio and Texas in the same few days.
7. Reviews From Current or Former Employees
Whether the review is good or bad, reviews from current and former employees directly violate Google’s review guidelines under the “Conflict of Interest” section. This also means that employees aren’t allowed to post reviews about their competitors either.
8. Irrelevant Online Reviews
If your store or location becomes the subject of a news article or story, you may begin to receive reviews from people all over the country. The problem comes when these people are commenting on news stories, voicing their opinions, making personal rants, etc. Reviews are meant to only contain content based on customer experiences; anything off-topic or unrelated to experience is against Google’s review guidelines.
9. Inappropriate Images
People can also submit reviews in the form of photos. Many of the guidelines that apply to the text in reviews also apply to any visual content uploaded along with the reviews. Images should only depict the experiences being had at the actual location the customer is leaving the review for.
How To Flag a Google Review for Removal
Companies have several different options for reporting reviews to Google that go against review guidelines. Whichever option you choose, if a review gets removed, it will no longer show up in any of the locations mentioned below.
Flag a Review in Google Maps
- Open Google Maps and search for your business location.
- Click to view all of your business reviews. Select “All Reviews.”
- Click the three dots in the top right corner of the review you wish to remove, and select “Flag as inappropriate.”
- Fill out the ‘Report Review’ form. This asks you to choose why you’re reporting the review. Pick the option that best matches why the review violates Google’s guidelines, and click submit.
However, if the review is a more serious violation and breaks local laws — like slander, defamation, or copyright infringements — you should click “Report a legal issue” instead. This will take you to a different form where Google will walk you through the process for reporting content for legal issues.
Flag a Review in Google Search
- Open Google and search for your business.
- Click to view all of your business reviews.
- Find the review you want to report.
- Click the three dots in the corner of the review you want to remove, and choose “report review.”
- Fill out the ‘Report Review’ form. This is the same form as if you clicked through from Google Maps. It asks you to choose why you’re reporting the review. Pick the option that best describes why the review violates Google’s guidelines, and click submit.
Flag a Review in Your Google Business Profile Account
- Log into your Google Business Profile account.
- In the menu, click “Manage reviews.”
- Find the review you want to report.
- Click the three dots in the corner of the review you want to remove, and choose “flag as inappropriate.”
What If Google Doesn’t Remove the Review?
Sometimes, the review sits on a thin line between violating Google’s review policy and not. If Google doesn’t remove it right away, there are several options you can take to handle the review and minimize its ongoing impact on your business.
Appeal the Decision Not To Remove the Review
You flagged a review for violating Google’s policy guidelines, only to get a notification that the review’s been looked at and no policy violation was found. That can feel incredibly frustrating, as it means the review stays online and continues to impact your business.
Thankfully, Google allows businesses to submit a one-time appeal against the decision not to remove a review. To submit an appeal, go to the Reviews Management Tool. Then:
- Click “Check the status of a review I reported previously and appeal options” in the menu.
- Choose “Appeal eligible reviews.”
- Scroll through to find the review you want to appeal. You can select up to ten at a time.
- Click Continue to submit an appeal. This will open a new form where you can add information about why you’re appealing the decision and why the review violates Google’s guidelines. Then, click submit to send your appeal.
This will go back to Google’s team for review. If the review is found to have violated their policies, it will be removed, but if not, it will remain live and visible on your listings page, in Google Maps, and in Google Search results.
Respond to Fake Reviews
We know that consumers rely on reviews to help them make a decision about whether to shop with a business or not. But if you’ve got a bunch of fake reviews taking up space on your business listing, they don’t have to mislead customers.
Use your response to clarify the situation and suggest the review may not be genuine. This will help potential customers tell the difference between genuine reviews and fake or spammy ones.
Respond to Negative Reviews
If you’ve got a negative review of your business that doesn’t violate any of Google’s content guidelines, unfortunately, you’re just going to have to accept its presence on your page. But just because the review content is negative doesn’t mean the whole experience has to be a poor one. Two practical steps can help the customer feel heard and reflect positively on your business:
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- Respond to the review promptly. This lets the customer (and potential future customers) know that you take their reviews and opinions seriously. Chatmeter’s reputation management solution alerts you to reviews as soon as they come in, helping you to respond quickly. It can also help you identify trends and common themes in your reviews.
- Apologize for the poor experience. Negative reviews help corporations make changes to improve current business practices. It’s tempting to get defensive or attack the reviewer back, but that will reflect poorly on you and bring more attention than the situation deserves. Instead, apologize for the unsatisfactory experience and thank them for giving honest feedback. A simple apology goes a long way. If you’re stuck for words, we’ve put together a list of customizable review response templates your brand can use right now.
- Keep it short and sweet. Don’t say more than is absolutely needed. The idea is to handle the review as quickly and politely as possible.
Want to learn more? Check out our guide to responding to bad online reviews for templates you can use to craft the perfect responses to these kinds of reviews.
Respond to Negative Reviews
If you’ve received a negative review that doesn’t violate Google’s content guidelines, you’ll unfortunately have to accept its presence on your page.
However, this doesn’t mean the situation can’t be turned positive. A well-managed response can help customers feel heard and show future customers your dedication to improving your business.
Here’s how you can handle a negative review constructively:
- Respond to the review promptly: This lets the reviewer (and future customers) know you take their feedback seriously. Chatmeter’s reputation management tools alert you to new reviews as soon as they come in, helping you respond quickly.
- Apologize and offer a solution: Instead of getting defensive, offer a sincere apology and thank the reviewer for their honest feedback. Where possible, suggest a resolution to the problem, like offering a refund, discount, or an invitation to try your service again. Providing a clear path to rectifying the situation can repair your relationship with the customer and showcase your commitment to quality service. If you’re stuck for words, we’ve created customizable review response templates for your brand to use right now.
- Follow up privately: After offering a solution publicly, reach out to the reviewer through a private channel like e-mail. Once you’ve resolved the issue, kindly ask if they’d consider updating or removing their negative review to reflect the positive outcome. Keep the request polite, leaving the decision in their hands.
By addressing the reviewer’s concerns thoughtfully and following up privately to offer a resolution, you have the chance to win back the customer and improve your business’s online reputation. For more guidance, check out our comprehensive guide on responding to bad reviews, complete with customizable templates.
Encourage More Positive Reviews
Positive reviews play a vital role in shaping your business’s online reputation and attracting new customers. While negative reviews are inevitable, encouraging satisfied customers to share their experiences can help balance your overall review profile and highlight the strengths of your business.
Here are some practical strategies to increase the number of positive reviews on your Google Business Profile.
- Ask at the Right Time: The best time to ask for a review is when a customer has had a positive experience with your business. Whether they’ve just had a great meal, received excellent service, or successfully completed a transaction, capitalizing on their satisfaction is key. Politely requesting a review can increase the likelihood of them sharing positive feedback. You can do this in person, via email, or even through automated follow-up messages as part of your CRM system.
- Make It Easy to Leave a Review: Many customers don’t leave reviews simply because it’s inconvenient. Simplify the process by providing a direct link to your Google Business Profile in follow-up emails, receipts, or text messages.
- Incentivize Reviews: While it’s important to stay within Google’s guidelines (you can’t offer financial incentives), there are other ways to encourage customers to leave a review. For example, create a sense of community by highlighting how their feedback helps improve your service.
- Respond to Positive Reviews: When customers take the time to leave a positive review, acknowledge them. A simple “Thank you for your kind words!” goes a long way. It shows potential customers that you appreciate feedback and care about building relationships. It also encourages more people to leave reviews, knowing their input is valued.
By making it easy (and rewarding) to leave reviews, you’ll see more positive feedback. This helps counterbalance any negative comments and enhances your business’s credibility. For more tips on managing your online reviews, take a look at our guide on responding to positive reviews.
Use a Tool To Monitor Your Reviews
While you can’t simply remove every poor Google review that comes your way, you can take defensive action. Your best bet is to stay on top of all your reviews — positive, negative, neutral, or fake. You want to be aware of reviews as they come in so you can report inappropriate ones and respond to others so consumers feel like they can trust your business.
Chatmeter’s review monitoring tools make it easy to identify, escalate, and respond to every review. That’s exactly what Rise Brands did. They partnered with Chatmeter to boost their local search rankings, take charge of their online reviews, and ultimately increase the number of 5-star reviews on their pages. See how they did it, or book a demo to learn how Chatmeter could support your business.
FAQs
- Can I delete a Google review on my own?
No, businesses cannot delete reviews themselves. However, you can report reviews that violate Google’s content policies, such as fake or inappropriate reviews, for removal.
- How long does it take for Google to remove a flagged review?
After reporting a review, Google typically takes a few days to review the request but, depending on the complexity of the issue, it can sometimes take longer.
- Can I ask a customer to delete a bad review after resolving their issue?
Yes, you can politely request a customer update or delete their review after resolving their issue. However, the decision to do so is entirely up to them.
- What should I do if Google doesn’t remove a flagged review?
If Google doesn’t remove the review, you can appeal the decision or continue to manage your reputation by responding to the review professionally and addressing the concerns raised. - Can a competitor leave a fake review on my business listing?
While competitors may attempt this, Google has policies against reviews left by competing businesses. You can flag these reviews for removal if you suspect they’re fake.