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Guide

What to do about a fake Google review

A review from someone who was never a customer, from a competitor or from an account created only to do damage is frustrating. You cannot delete it yourself, but you can report it and reply in a way that does not harm you.

Signs that a review may be fake

  • You cannot find the visit, the booking or the order in your records.
  • It describes products, services or employees your business does not have.
  • Several similar reviews arrive in a short time from accounts with no history.
  • The text talks about another business or another town.
  • It mentions a competitor or recommends going somewhere else.

How to report it

  • Sign in to your Google Business Profile with the owner or manager account.
  • Find the review in the reviews section and use the option to report it.
  • Choose the reason that best matches Google's policies (for example, conflict of interest, spam or offensive content).
  • Google reviews it against its content policies and decides whether to remove it. This can take several days.
  • If Google does not remove it and you believe it breaks the rules, you can check its status and ask for it to be reviewed again from Google's review management tool.

What to reply in the meantime

While Google decides, the review stays visible. A short, calm reply shows whoever reads it that the business takes things seriously.

“The service was awful and the food was cold. Don't go.”
Example replyHello. We cannot find any visit that matches what you describe. If you have been with us, write to us at hello@yourbusiness.com with the date and we will gladly look into it. — Laura

What you should not do

  • Publicly accusing the author of lying or of being a competitor.
  • Publishing anyone's personal details in the reply.
  • Asking friends, relatives or employees to write reviews to make up for it: that breaks Google's rules too.
  • Offering something in exchange for removing it.

Frequently asked questions

Can I delete a fake review myself?

No. Only the person who wrote it can delete it, or Google if it breaks its policies. You can report it and reply to it.

Does replying to a fake review make it more visible?

Not significantly, and a calm reply usually makes a better impression than leaving it unanswered.

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