Google removes a review only when it breaks Google's policies. A review you disagree with, or one that hurts, stays up, and Google does not step into disputes between a business and its customers (Google Business Profile Help).
What you can do is report the reviews that break the rules, reply to every review (the bad ones included), and ask every customer for a review so that one bad day becomes a small part of your page.
Here is how to do each one, in the order we would do them.
How to open your Business Profile
Every step below starts in your Business Profile. Sign in with the Google account that manages your business, then search your business name on Google or go to business.google.com (source, source).
How do I remove bad reviews from Google My Business?
First check whether the review breaks a policy. Spam and profanity are two of the reasons Google lists in the report form (source). If it does, you can report it from Google Maps or Search:
- Open your Business Profile.
- Select Read reviews.
- Next to the review, select Report.
- Pick the reason.
- Select Send report.
(Google Business Profile Help)
You can also report it with Google's Reviews Management Tool, which lets you follow the case. When the tool opens, it shows an email address. If that is the address that manages your Business Profile, select Confirm; if it isn't, select Switch account and pick the right one (source). Then:
- Select the business, then Continue.
- Select Report a new review for removal, then Continue.
- Select Report next to the review, choose a reason, and select Submit.
The tool then shows one of these statuses (source):
- "Decision pending": Google hasn't decided yet.
- "Report reviewed - no policy violation": Google found no broken rule and the review stays.
- "Escalated - check your email for updates": your appeal was escalated, and Google will email you the final decision.
Google says the evaluation "typically takes several days" (source).
If a fake account is behind the review, you can report the reviewer's profile from the Google Maps app on your phone. Tap Business at the bottom right, then Reviews, then the reviewer's name. In their profile, tap More at the top right, then Report, and choose a reason (source).
How to dispute a negative Google review after a report is turned down
Google gives you one appeal. In the Reviews Management Tool:
- Choose Check the status of a review I reported previously and appeal options.
- Select Appeal eligible reviews.
- Select up to 10 reviews and select Continue.
- Select Submit an appeal, fill in the form, and select Submit.
(Google Business Profile Help)
Can Google detect fake reviews?
Yes. Google runs automated spam detection that removes reviews on its own. It occasionally removes legitimate ones too; when that happens, Google says to contact support (source).
Why are so many Google reviews being removed?
Google's pages give these reasons a review disappears or never shows up: its automated spam detection removed it (source), it is being held while Google checks it against policy, or it was removed for breaking a policy. Reviews removed for a policy violation "won't be restored" (source).
How do I respond back to a Google review?
Your business has to be verified before you can reply (source). If it is not verified yet, start with our guide to Google Business Profile verification.
To reply:
- Open your Business Profile.
- Select Read reviews. This is also where you see all of your business's reviews.
- Click the Reply icon next to the review.
- Type your response and select Reply.
To change a reply, go to Read reviews, click the Edit icon under your reply, change the text, and select Update. To delete it, click the Delete icon and confirm with Delete (source).
What happens after you post:
- The reply shows publicly as your business. Your personal name does not appear.
- The reviewer gets a notification, and can still change their review afterwards.
- Google checks most replies in about 10 minutes. Some take up to 30 days. If a reply breaks a content policy, Google asks you to edit it.
(Google Business Profile Help)
What Google suggests you write in a reply
For any review, Google's tips are: be professional, polite and concise; skip the generic "thank you"; keep it conversational and free of promotion; and leave deals out of your replies (source).
For a negative review, Google adds (source):
- Never share the reviewer's private information, and never attack them personally.
- Move a complicated problem to phone or email.
- Own the mistake and apologize when that is the right thing to do.
- Address the reviewer by name and sign with your name or initials.
- Respond promptly.
How do I get more Google reviews?
Ask. Google's own tip is to send customers your review link or have them scan a QR code that opens your review form (source).
To get your review link and QR code (source):
- Open your Business Profile.
- Select Read Reviews.
- Select Get more reviews (the share icon).
- Copy the link with the Copy icon.
- To keep the QR code, right-click it and choose Save image as...
The QR code can only be generated from a computer browser. Your phone will not do it (source).
Where to put them, per Google: on receipts, in thank-you emails, at the end of a chat, and printed in your store. Google also mentions sending the request by email, WhatsApp message or a Facebook post (source).
One thing to tell your customers: they need to be signed in to a Google Account to leave a review. They can create one with any email address; it does not have to be Gmail (source).
Is there a QR code for Google reviews?
Yes. It comes from the same Get more reviews button above, and you download it from a computer browser (source). Google's help pages on reviews describe the link and the QR code. They say nothing about tap cards or NFC review cards, the cards a customer taps with a phone (source).
What Google does not allow when you ask for reviews
Break these and Google can remove the reviews. Google's rules (Business Profile tips, Maps contribution policy):
- No incentives. Offering free or discounted goods or services in exchange for a review, a changed review, or the removal of a negative one is "strictly prohibited." Google treats it as fake and misleading content.
- No paid reviews, including payment in kind. "Fake engagement is not allowed and will be removed."
- Ask everyone. You may not discourage negative reviews or "selectively solicit positive reviews from customers." Sending your link only to the customers you expect to be happy breaks this rule.
- No quotas or scripts. You may not ask your staff to bring in a certain number of reviews, and you may not ask customers to write specific content.
- No conflicts of interest. Reviews from current or former employees, contractors, affiliates or competitors are prohibited.
That also answers two common questions. Can you get paid to give Google reviews? Paid reviews are prohibited. How much does it cost to get Google reviews? Paying for them is against the rules. Asking is free and allowed.
Why is my Google review not showing?
The usual reasons, from Google (source):
- It is still being checked. Reviews are checked for policy compliance, which can take a few days.
- Google combined two profiles of your business into one. Reviews from both can take a few days to show on Search and Maps.
- The customer's phone or app is old. Google recommends updating the Maps app.
- It was removed for a policy violation. Those are not restored.
- Google turned reviews off. Google may temporarily turn off reviews for certain profiles or categories. Profiles categorized mainly as schools for students aged 6 to 18 have reviews removed and disabled (universities, day care centers and swim schools are excluded).
Reviews and replies are also only available in certain countries or regions and for certain business categories (source).
What it costs you to leave reviews alone
Google ranks local results mainly on relevance, distance and prominence. Prominence draws on the number of reviews and ratings, and Google says "more reviews and positive ratings" can help (source). Responding to reviews is one of the actions Google lists for local ranking (source).
A complaint you don't answer stays on your page with only the customer's side of the story.