How to Remove a Review on Google My Business

A negative Google review can feel like a direct hit to your business, but hitting the panic button isn’t the answer. You can’t simply delete a review you don’t like, but you do have options for getting policy-violating reviews removed. This guide will walk you through exactly how to flag illegitimate reviews, what to do while you wait, and how to handle the negative feedback that you can’t get taken down.

The Hard Truth: You Can't Delete Most Negative Reviews

Let's get this out of the way first: Google will not remove a review just because it's negative or you disagree with it. If a legitimate customer had a bad experience and shared their opinion - no matter how harsh it seems - that review is probably going to stay. Google’s platform is built on the trust that comes from authentic, unfiltered user experiences, warts and all.

So, what can you get removed? Only reviews that violate Google’s specific content policies. Panicking, arguing with the reviewer online, or creating fake positive reviews to drown it out will only make things worse. The best approach is a calm and strategic one, starting with understanding what actually breaks the rules.

What Kinds of Google Reviews Can Be Removed?

A review is considered removable if it falls into the category of "Prohibited & Restricted Content." This isn't about opinion, it’s about clear violations. If a review you received contains any of the following, you have a solid case for flagging it.

Common Policy Violations to Look For:

• Spam and Fake Content: This is a big one. It includes reviews posted by bots, fake accounts, or content designed to manipulate your rating. If a review is clearly not from a real customer experience (e.g., it promotes another business or is gibberish), flag it as spam.
• Conflict of Interest: An employee can’t review their own workplace. Likewise, you can't pay someone for a review, and competitors are not allowed to post negative reviews to sabotage your rating. If you suspect a competitor or a disgruntled ex-employee is behind a review, this is the policy to cite.
• Off-Topic Content: Reviews should be about a customer's experience with your business. Rants about politics, social issues, or anything else unrelated to their interaction are not allowed. Someone complaining about your street’s parking situation is off-topic, someone complaining that your parking lot was full might be considered relevant.
• Hate Speech, Harassment, and Offensive Content: Reviews containing slurs, personal attacks, threats, sexually explicit language, or discrimination against any individual or group are clear violations and are usually removed quickly. This includes bullying or personally attacking specific employees by name.
• Impersonation: If someone leaves a review pretending to be someone they're not (like a celebrity or public official), it can be flagged for removal.
• Personally Identifiable Information: Reviews cannot include private information like a person’s address, phone number, email address, or other sensitive details.

Remember, a simple "The service was terrible" is not a violation. But "This service was terrible, and by the way, here’s the manager's home phone number to tell them yourself" absolutely is.

How to Flag a Review for Removal: A Step-by-Step Guide

If you've identified a review that violates one of the policies above, it's time to report it to Google. You can do this from a few different places, but the process is similar.

Method 1: From Google Maps or Search

This is the quickest way to flag a review you see in the wild. It’s perfect for when you’re on the go and spot a problematic review.

1. Find your business profile on Google Maps or in Google Search.
2. Navigate to your reviews and locate the specific review you want to flag.
3. Click the three vertical dots menu (⋮) next to the review.
4. Select "Report review" from the dropdown menu.
5. A new window will open asking you to specify why you are reporting it. Choose the most accurate violation type. For example, if it's from a competitor, select "Conflict of interest."
6. Submit your report. You won’t get a case number, but Google will receive your flag.

Method 2: From Your Google Business Profile Dashboard

This method gives you a bit more tracking capability and is the recommended way to manage your profile.

1. Sign in to your Google Business Profile.
2. If you have multiple locations, select the correct one.
3. From the left-hand menu, click on "Reviews."
4. Find the review in question, click the three vertical dots (⋮) next to it, and select "Report review."
5. Follow the same steps as above to select the violation and submit it.

So, What Happens After You Flag a Review?

Patience. Reporting a review sends it to a Google team for human evaluation. This process isn't instant and can take anywhere from a few days to over a week. They evaluate the review against their content policies, not against whether your side of the story is the "right" one.

You can check the status of your reported reviews using Google's Review Management Tool. This dashboard will show you the reviews you've recently reported and their status - whether it’s pending, a decision has been made, or if it has been escalated. You may need to be logged into your GBP account to access this.

If Google reviews your report and decides the review does not violate their policy, it will remain on your profile. If they agree it’s a violation, they will remove it. There is typically no notification either way - the review will simply disappear if your request is approved. Check your profile periodically to see if it’s been taken down.

What If Google Says No? The Appeal Process

Sometimes Google gets it wrong. If your removal request is denied but you are confident the review is a clear violation, you can submit a one-time appeal.

Navigate back to the Review Management Tool. Below the status of a review that has already received a decision, you should see an option to "Appeal eligible reviews." You can select the review you wish to appeal and provide additional evidence or context if necessary. This escalates it for another look. Be aware that this is your final shot with Google, so make your case as clearly as possible.

Your Best Strategy: Responding and Rebuilding

The reality is that most negative reviews aren't policy violations and will stay on your profile. But that is not a defeat. In fact, your response is often more powerful than the review itself. A thoughtful reply shows potential customers that you listen, you care, and you take accountability. Here’s how to do it right.

How to Respond to a Negative Review Professionally

Never get into an online argument. Keep your cool and follow a simple formula:

1. Address the Reviewer and Thank Them: Start cordially. "Hi [Reviewer Name], thank you for taking the time to share your feedback." It immediately de-escalates the situation.
2. Acknowledge Their Experience: Show empathy. "We're very sorry to hear that your experience with our [product/service] did not meet your expectations." You're not admitting fault, you're validating their feelings.
3. Offer to Make it Right (Offline): Don't try to solve the problem in a public comment. Give them a path to a resolution. "Our goal is always to provide the best service, and we'd appreciate the chance to learn more and see how we can help. Please reach out to us directly at [email address] or [phone number]."
4. Keep It Brief and to the Point: A huge wall of text seems defensive. Three to four sentences is perfect. Don't make excuses or blame other factors. Be professional and move on.

Example of a great response:

"Hi Jessica, thank you for your feedback. We're truly sorry to hear that your visit wasn't up to our usual standards. We want every customer to leave happy, and we'd like the opportunity to address this with you directly. Please give our manager, Dave, a call at 555-1234 at your convenience."

Example of a terrible response (don't do this):

“You’re wrong! Our delivery guy said he was right on time and you weren’t there. Maybe you should check your watch next time before writing a 1-star review and damaging our business.”

The Ultimate Weapon: Collect More Positive Reviews

One negative review doesn't define you - especially if it's surrounded by dozens of positive ones. The best long-term strategy is not obsessive removal but active accumulation. A fresh wave of four and five-star reviews will naturally push older, negative reviews down, lessening their visibility and impact.

• Just Ask: The number one reason customers don't leave reviews is that they're never asked.
• Time It Right: Ask for a review after a positive interaction - a successful project completion, a happy customer service call, or right after they tell you in person how much they love your work.
• Make it Easy: Provide a direct link to your Google Business Profile review section in your email signatures, on receipts, or via a simple SMS follow-up. The fewer clicks it takes, the more likely they are to do it.

Final Thoughts

Dealing with a negative Google review feels personal, but your power lies in a calm, strategic response. While you can only flag reviews that violate specific policies, your most effective tools are a professional public reply and a proactive strategy to gather more positive feedback from your happy customers.

Managing that online conversation is fundamental to building a strong brand reputation. That's why we built Postbase with a unified inbox - to bring all your comments and DMs from platforms like Instagram, Facebook, and TikTok into one simple, manageable space. By making it easier to engage with your community everywhere else, you can maintain the same positive momentum you're building with your Google reviews, creating a consistent and trustworthy brand image across the board.