you have a bad review on your Google Places, Google Maps or Google+ account?
Google does not allow bad reviews to be removed, per se. They do listen and will consider removing if it is 'slander'.
If there are damaging false accusations, opinions without facts, slander, inaccurate negative reviews there are steps you can take to possibly remove the negative review or at the least lessen the severity of impact to your business.
Ranking on Google Reviews is completely automated. They cannot manually change the order of individual reviews, even if requested. So explore having it removed or posting more positive reviews to 'push' the bad review down.
Reviewers have guidelines too. Read our posting guidelines, and how to report inappropriate reviews.
Google has a Report a Policy Violation link.
Report a policy violation to Google
Google takes abuse of its services very seriously. In the fields below, please provide us with information about the comment that you believe is in violation of our Terms of Service. We'll investigate and take action as necessary. We'll follow up with you only if we require more information or if we have additional information to share.
Removals of Google Places reviews
You can use the Flag as inappropriate link next to a review to report it as inappropriate. We will then check if the review violates these guidelines.
Note, however, that Google Places reviews are a forum for users to share both positive and negative opinions. We do not arbitrate disputes and more often than not, we leave the review up.
If your business received a review that you don’t agree with, we encourage you to use business owner responses to reconcile the situation with the customer. We know a negative review can be frustrating, but we believe that engaging with a customer to address his or her concerns creates the best environment on Google Places.
Policy criteria for removing reviews
We want people to get ratings, reviews, and recommendations that are relevant, helpful, and trustworthy. To protect both business owners and customers, we have systems in place that may remove individual reviews that include any of the following:
- Inappropriate content: Don’t post reviews that contain or link to unlawful content, or content that violates our Google+ content policy. We may also remove reviews that include plagiarism or are copied from other sites.
- Advertising and spam: Don’t use reviews for advertising or post the same or similar reviews across multiple places, don’t post fake reviews intended to boost or lower ratings, and don't include links to other websites. For certain types of businesses that are prone to spam, we also reserve the right to prevent reviews from publicly appearing across Google.
- Off-topic reviews: Reviews should describe your personal, first-hand experience with a specific place. Don’t post reviews based on someone else’s experience, or that are not about the specific place you are reviewing. Reviews are not a forum for personal rants or crusades. Don’t use reviews to report incorrect information about a place--use the Report a problem link for that place instead.
- Conflict of interest: Reviews are only valuable when they are honest and unbiased. For instance, as a business owner or employee you should not review your own business or current place of work. Don’t offer money or product to others to write reviews for your business or write negative reviews about a competitor. We also discourage specialized review stations or kiosks set up at your place of business for the sole purpose of soliciting reviews. As a reviewer, you should not accept money or product from a business to write a review about them. Additionally, don’t feel compelled to review a certain way just because an employee of that business asked you to do so. Finally, don’t post reviews on behalf of others or misrepresent your identity or affiliation with the place you are reviewing.
Sometimes our algorithms may flag and remove legitimate reviews in our effort to combat abuse. We know this is frustrating when it happens but believe that overall, these measures are helping everyone by ensuring that the reviews appearing on Google Places are authentic, relevant, and useful.
How to respond to reviews
As a verified Google Places business owner, you can publicly respond to reviews posted directly on Google in the "Reviews by Google users" section on the Place Page.
Engaging with the people who give you feedback can be a good way to get to know your customers and what they think about your business.
Business owner responses allow you to build relationships with customers, but they’re also public. When replying to your customers, keep the following guidelines in mind:
- Be nice. This isn’t just a guideline -- it’s also a good idea as a business owner. It's difficult to win an argument with a frustrated customer, and you want to avoid burning bridges. Even customers who initially had a bad experience might come back! Keep your responses useful, readable, and courteous. In addition, responses should comply with our local content policy
- Don’t get personal. Remember that you’re replying to feedback about an experience, not about you as a person. In addition, your response is public, and your business name will appear as the "Author" when you respond to the review. Reply in a way that addresses the overall experience, and remember that there’s a real person on the other end. If you believe the review violates the posting guidelines, please use the Flag as inappropriate link.
- Feedback is helpful. Both positive and negative feedback can be good for your business and help it grow (even though it’s sometimes hard to hear). A customer who has written a review has taken the time to invest in the success of your business. If you’ve made a business improvement based on a review, thank the user and share the change.
- Keep it short and sweet. Users are looking for useful and genuine responses, but they can easily be overwhelmed by a long response.
- Thank your reviewers. Respond to happy reviewers when you have new or relevant information to share. You don’t need to thank every reviewer publicly, since each response reaches lots of customers, not just one.
- Be a friend, not a salesperson. Your reviewers are already customers, so there’s no need to offer incentives or advertisements. Tell reviewers something new about your business. Share a tip or something they might not know from their first visit.
Reviewers have guidelines too. Read our posting guidelines, and how to report inappropriate reviews
Ranking of reviews
Ranking on Google is completely automated. We can't manually change the order of individual reviews, even if requested by our users.
Google accepts reviews directly from users on Google Maps. If you're concerned about a review that was submitted through Google Maps, click the Flag as inappropriate link found under the review and submit a report. If we find that the review is in violation of our Google Maps policies, we'll remove it.