A single fake or policy-violating review can drag your rating down. The good news: Google does remove reviews that violate their policies.
Which Reviews Can Be Removed?
Google removes reviews that violate content policies: spam and fake content, off-topic reviews, restricted content, conflict of interest, profanity and harassment, and impersonation. Google will NOT remove a review simply because it's negative.
Step 1: Document the Violation
Screenshot the review, check customer records, note which policy it violates, and check the reviewer's profile for patterns.
Step 2: Flag the Review
Open Google Maps, find the review, click the three-dot menu, select "Report review," and choose the matching violation reason.
Step 3: Wait 3-7 Business Days
Google typically reviews flagged content within 3-7 business days.
Step 4: Escalate if Needed
Contact Google Business Profile Support, post in the Google Business Profile Help Community, or submit a legal removal request for defamation.
Step 5: Respond Professionally While Waiting
Post a professional response while your removal request is pending. This shows other customers you take feedback seriously.