Nobody likes finding a one-star review with their name on it. Here's exactly what you can do about it, straight from Google's own rules, and what you can't.
Can a business owner delete a Google review?
No. There's no delete button for business owners, and no amount of complaining to Google adds one. Google's help page is blunt about it: only those that violate Google policies are eligible for removal
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It also says not to report a review just because you disagree with it or dislike it. Google doesn't referee arguments between businesses and their customers. It removes reviews that break its rules, and leaves the rest.
Which reviews Google will remove
Google's content policy lists what isn't allowed. In plain English, these are the ones worth reporting:
- Fake reviews: reviews from people who were never customers, or from bots.
- Conflicts of interest: a competitor reviewing you, or an ex-employee with an axe to grind.
- Off-topic reviews: rants about politics, the news or anything that isn't about an actual experience with your business.
- Harassment and hate speech: personal attacks, threats, or abuse aimed at you or your staff.
- Personal information: someone's phone number, address or other private details.
- Offensive, obscene or profane content.
- Advertising and spam: links, promotions or the same review posted again and again.
- Impersonation: someone pretending to be another person or business.
A harsh but genuine review about a real experience doesn't make this list. Annoying, yes. Removable, no.
How to report a Google review
You'll need to be signed in to the Google account that manages your Business Profile. On a computer, Google's steps are:
- Go to your Business Profile.
- Select Read reviews.
- Next to the review, select the Report icon.
- Choose the reason that fits, such as "Spam" or "Profanity".
- Select Send report.
Pick the reason that actually matches the policy it breaks. A vague report on a review that looks fine to Google is a quick way to get a "no".
You can also report through Google's Reviews Management Tool. It walks you through choosing your business and the review, and it's where you check what happened next.
Checking the status and appealing
In the Reviews Management Tool, every review you've reported shows one of three statuses:
- Decision pending: Google hasn't looked at it yet. Google says this typically takes several days.
- Report reviewed - no policy violation: Google decided it stays. You can submit a one-time appeal if you disagree.
- Escalated - check your email for updates: your appeal is being looked at, and the decision arrives by email.
Each appeal can include up to 10 reviews. If a review breaks the rules, it's removed from Maps and Search. If it doesn't, it stays live. Full steps are on Google's help page.
Asking the reviewer to change or delete it
The person who left the review can edit or delete it whenever they like. On a computer, they open Google Maps, go to the menu, then Your contributions, then Reviews, and choose Edit or Delete from the review's options (Google's steps).
If the problem was real and you've fixed it, it's fair to reply, make it right, and ask if they'd consider updating their review. Ask once, nicely, and leave the decision with them.
What not to do (some of it is illegal)
The ACCC's rules on online reviews apply to every Australian business. According to the ACCC:
- Fake reviews are illegal. That includes writing them yourself or arranging for anyone else to.
- Hiding genuine negative reviews can mislead customers, and so can suppressing or editing them.
- Incentives have rules. If you offer something for a review, it must apply whether the review is positive or negative, and it must be clearly disclosed.
So no paying for reviews, no "discount if you give us five stars", and no pressuring anyone to take a review down. Google can remove reviews that break its rules too, including incentivised ones.
Be careful with anyone selling guaranteed review removal. Google decides what comes down, not them.
When the review stays: what actually works
Most bad reviews are genuine, so most stay. The good news is you can still take the sting out of them.
Reply to it, calmly
Your reply isn't for the reviewer, it's for the next hundred people who read it. Keep it short, polite and specific: thank them, acknowledge the problem, say what you've done about it, and offer to sort it out offline. Never argue in public, even when you're right.
Get more good reviews
One bad review among ten looks like a disaster. One among two hundred looks like a normal business. Make asking for reviews part of every job, so happy customers outnumber the unhappy ones in public too.
That's exactly what our reputation management service sets up: a simple way to ask for reviews after every job, and a reply to every review. More reviews also help you rank in the map pack, which is part of local SEO.
FAQ
Can I delete someone else's Google review?
No. Only the person who wrote a review can delete it. A business owner can report it, and Google removes it only if it breaks Google's policies.
How do I remove a 1-star review from Google?
You can't remove it just because it's one star. If it breaks Google's rules (fake, off-topic, a conflict of interest, abusive), report it from your Business Profile. If it's a genuine review, reply calmly and focus on getting more good reviews.
How long does Google take to review a report?
Google says evaluating a reported review typically takes several days. You can check its status in the Reviews Management Tool.
Can I pay someone to remove Google reviews?
Nobody can remove a review that doesn't break Google's rules, whatever they charge. And under ACCC guidance, suppressing genuine negative reviews can mislead customers.
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