Remove a Google review? Only if it breaks the rules.
A one-star review from someone you've never done a job for. Or from someone you did, who left out half the story. Either way it's the first thing people read.
The short answer
You don't remove a review; Google does, and only if it breaks Google's content policy, not because it's negative or unfair1.
What Google takes down
- Fake engagement: a review not based on a real experience, or a paid review2.
The detail
It also covers reviews posted from several accounts by one person, or a competitor posting on your profile to hurt you2.
- Conflict of interest, including current or former employees2.
- Threats, harassment, hate speech, and offensive content2.
The detail
Offensive content includes unsupported claims of unethical or criminal behaviour2.
- Someone's personal information posted without their consent2.
- Off-topic content: general, political or social commentary, or a personal rant that isn't about a visit2.
- Obscene or profane language, and reviews that post phone numbers, emails or links2.
Report it, appeal once, and watch for the opposite problem
Report itYou
From Read reviews on your Business Profile, select Report next to the review1.
The detail
Then pick the reason that matches the policy1. The steps, with the status messages, are on our Google reviews page.
Appeal once if you're turned downYou
In the Reviews Management Tool, choose Appeal eligible reviews.
The detail
Each review gets one appeal, you can send up to 10 at a time, and an escalated appeal shows "Escalated - check your email for updates" until the decision arrives by email1.
If you think it's unlawful, ask a lawyer firstA professional
Google has a separate form for content you believe breaks the law or your rights3.
The detail
It asks you to flag the content in the product before using it3.
If a good review vanishedYou
Google's automated spam detection removes reviews too.
The detail
Google says it "may also mistakenly remove legitimate reviews". If that happens, contact Business Profile support1.
A wave of one-stars and a demand for money
Google describes a scam: a sudden run of 1-star and 2-star reviews, followed by someone asking for money, goods or services to make them go away.
The detail
Its advice: don't engage and don't pay. Take screenshots that show the date, the time and the sender's details, copy the links to each review, and send them through Google's merchant extortion report form4.
Asking only the happy customers can cost you the lot
Google's policy bans selectively asking for positive reviews, and offering anything in return for one5.
The detail
When Google finds fake engagement on a profile, it can remove the reviews and then stop the profile taking new ones for a set period, hide the existing ones, or show customers a warning that fake reviews were removed6. How to ask every customer the right way is on our Google reviews page.
Answer it where the next customer will read it
Your reply shows under the review as the business, without your personal name.
Example
To a review from someone you can't find in your records: "We can't find a job under this name, and we'd like to.
The detail
If we did work for you, please call the office so we can sort it out. If this was meant for another company, we hope they make it right." Report it as well, then leave the reply up while Google decides.
Sources
- Report inappropriate reviews on your Business Profile, Google Business Profile Help. Read 2026-10-27.
- Maps user-contributed content policy: prohibited and restricted content, Google. Read 2026-10-27.
- Report content for legal reasons, Google Legal Help. Read 2026-10-27.
- Report negative review extortion scams on your Business Profile, Google Business Profile Help. Read 2026-10-27.
- Maps user-contributed content policy: prohibited and restricted content, Google. Read 2026-10-27.
- Business Profile restrictions for policy violations, Google Business Profile Help. Read 2026-10-27.
- Manage customer reviews, Google Business Profile Help. Read 2026-10-27.
Checked on 2026-10-27.
