What Google will remove
Google removes reviews in these categories. Report them from your Business Profile, then track them in Google's review management tool.
- Spam and fake reviews, including from people who were never customers.
- Conflicts of interest: competitors, former employees.
- Off-topic rants, like complaints about a news story.
- Harassment, hate speech, or someone's personal information.
The legal route
If a review makes false statements of fact that harm your business, Google has a separate legal-removal request. It's slower and it's a legal question, so talk to a lawyer before relying on it. Opinions, even harsh ones, usually aren't defamation.
Honest negative reviews
- Reply calmly and specifically. The reply is for the next customer reading it.
- Fix the problem if you can, and invite them to contact you directly.
- If it's resolved, you may ask whether they'd consider updating the review. Don't pressure them and don't offer anything for it.
- Keep asking every customer for reviews, so one bad one sits among many recent ones.
Questions
Can I hide bad reviews on Google?
No. Owners can't hide or delete reviews.
Can I pay someone to remove Google reviews?
Services that promise removal can only report reviews, the same as you can. Some use tactics that break Google's rules.
How long does Google take to remove a reported review?
Often a few days, sometimes longer. Check its status in the review management tool.