Can I delete a bad Google review?

Who publishes this: OfficeStaff.ai helps Australian local businesses get found on Google, trusted through reviews and booked through their website and past customers.

Published 30 October 20264 minute read

By Greg Hamlyn. Part of our guide to Reputation.

The short answer

No. A business cannot delete a Google review. You can report one that breaks Google's policies, and Google decides whether it comes down.

A fair bad review will stay up, even if you hate it. Your best move is a calm reply that shows the next customer how you handle problems.

What Google will take down

Google only removes reviews that break its policies. In Google's words, "only those that violate Google policies are eligible for removal."

Its policy for reviews on Maps covers things like:

Fake reviews. Google does not allow fake engagement.
Conflicts of interest. For example, a review from a current or former employee, or from a competitor.
Off-topic reviews. Reviews must be based on a real experience at that business.
Offensive content. Reviews that harass, threaten or abuse people.

Worried one bad review is costing you calls? See how your reviews look next to your competitors. Get your Free 3R check.

What Google will not take down

A review that is fair but harsh. A review you disagree with. A one-star rating with no words.

Google says: "Do not report a review just because you disagree with it or dislike it."

How to report a review

Open your Google Business Profile and choose Read reviews.
Next to the review, choose Report, then pick the reason that fits.
Keep a note of why you think it breaks the rules, like no record of the customer.
Google says checking a review typically takes several days. You can see where it is up to in Google's Reviews Management Tool.

If Google says no

If Google finds no policy problem, you can send a one-time appeal from the Reviews Management Tool. You can include up to 10 reviews in one appeal.

If it still stays up, it stays up. Put your effort into the reply.

What the ACCC says

The ACCC says businesses should not remove or edit genuine negative reviews. Hiding them can mislead customers.

If you think a review is false or misleading, the ACCC says to contact the review platform and ask for it to be removed. You can also respond to the review to correct the record.

Do not try to bury it

Some owners try to push a bad review down with a pile of new good ones from friends. Do not. The ACCC says it is against the law for a business to create fake reviews or get others to.

The honest way to make one bad review matter less is more real reviews. Ask every customer, every time. See How do I get more Google reviews for my business?

Reply while you wait

Whether you report it or not, reply. Calm, short, and with an offer to talk. See How do I respond to a bad Google review?

The whole picture is on our Reputation page.

What this means for your business

You cannot delete a Google review yourself.
Report reviews that break Google's policies, like fake or conflict of interest reviews.
If Google says no, you get one appeal.
Reply calmly to every bad review, and keep asking every customer for reviews.

About the author

Greg Hamlyn

Greg Hamlyn started out on the tools. He and his late wife Wendy then built their first business, from just him to a team of seven mechanics. He has been working with business owners since 2003. He co-founded OfficeStaff with Nick Lock to help Australian service businesses get more reviews, answer every customer and show up on Google. He will tell you if you are not a fit. Based on the Gold Coast.

Does replying to Google reviews help my ranking?

Google does not say replies move your ranking. What Google does say about reviews, replies and local ranking, and why you should reply to every review anyway.

Frequently asked questions

Can I delete a Google review myself?

No. Only Google can remove a review, and only if it breaks Google's policies.

How long does Google take to check a reported review?

Google says review evaluation typically takes several days. You can check the status in the Reviews Management Tool.

Can I appeal if Google will not remove it?

Yes, once. Google lets you send a one-time appeal from the Reviews Management Tool, with up to 10 reviews in one appeal.

Can I report a review from a competitor?

Yes. Google's policy does not allow reviews based on a conflict of interest. Report it and say why.

Should I pay someone who says they can remove reviews?

Be very careful. Only Google can remove a review, and only if it breaks the rules. Anyone can report a review for free from your Business Profile.