Google Business Profile

Learn step-by-step how to remove bad reviews on Google My Business, protect your brand, and maintain a positive online reputation.

Online reviews can create or break a business in today’s digital world. When someone discovers your company on Google, one of the first things they see that your Google My Business (GMB) profile – now called Google Business Profile (GBP). According to surveys, more than 90% of people read reviews before choosing a product or service. This is why a bad review on Google My Business (GMB) can damage your reputation, reduce confidence, and even affect your local SEO rankings. Positive reviews promote your reliability, attract customers, and improve your ranking.

The good news is that you have options. When you cannot remove each negative review, Google provides specific policies that allow you to report and remove reviews that violate its guidelines. In this guide, we will run through step-by-step instructions on how to remove a bad review from my business, what you can do and what you cannot do, and share tips to effectively manage your online reputation.

Why Bad Google Reviews Matter

A single bad review can have a lasting impact:

1. Impact on Reputation – A single 1-star review among several 5-star reviews can significantly reduce your average rating.

Example: If you have 10 reviews with an average of 4.8 stars, a 1-star review can leave your score up to 4.3.

2. Customer Trust – 90% of people read online reviews before going to a business. A negative review may scare potential customers. Shoppers often compare reviews before making decisions. An unanswered bad review can make you look unprofessional.

3. Local SEO Ranking – Google considers reviews when ranking local businesses. Negative reviews may indirectly reduce your visibility in search results.

4. Brand image – A bad review can create a negative impression, even if your service is excellent.

For example, if a contestant leaves a fake 1-star review on the profile of your restaurant, potential customers may think that your food quality is bad, even if you have hundreds of happy customers.

Can You Really Remove a Bad Google Review?

Yes, but only under certain conditions. The review allows the removal of Google if the review violates one or more of these policies:

• Spam and Fake reviews– Reviews that are clearly fake, irrelevant, or are left by bots. If the review was left to manipulate the rating or was posted several times.
• Offensive Content – Hate speech, harassment, or abusive language, cursing
• Conflict of Interest – Competitors or ex-employees posted a review to harm your reputation.
• Irrelevant or Off-Topic Reviews – The content is not related to your business (eg, political statements).
• Illegal Content – Threats, explicit content, or personal data shared without consent.

Example: If a competitor posts a fake 1-star review, saying “the worst place” without any real customer experience, you can flag down to remove it.

👉 If the review is only negative, but real (eg, “service was slow” or “the quality of the product was not expected”), Google would not remove it. In that case, you need to respond professionally.

Step-by-Step Guide: How to Remove a Bad Review from Google My Business

Step 1: Log in to Google Business Profile

• Go to Google Business Profile Manager.
• Sign in with a Google account connected to your business.

Step 2: Find the Review

• From the dashboard, click on reviews.
• Find out the bad review you want to address.

 Step 3: Flag the Review as Inappropriate

• Click on the Three-Dot menu (⋮) next to the review.
• Select the flag as inappropriate.
• Select the most relevant cause of removal (spam, offensive, etc.)

Step 4: Submit a Formal Request

• Go to the Google Business profile help page.
• Fill in the details (business information, review links, and reasons).
• Submit your request for Google’s support team.

Step 5: Wait for Google’s Response

• Google will review the case.
• If the review violates policies, it will be removed within a few days.
• If it is not, Google has not removed it – but you can still take action (explained below)

What If Google Doesn’t Remove the Review?

Not every negative review is eligible to be removed. But don’t worry – here are steps to manage and reduce its impacts:

1. Respond Professionally

A well-written response shows future customers that you care.

• Bad Review Example: “Staff was rude and I had to wait 30 minutes!”
• Professional Response Example:
  “We are very sorry to hear about your experience. Our team attempts to provide quick service, and we are addressing the issue internally. Please reach [email/contact] so that we can make things right.”

2. Encourage Positive Reviews

The best way to fight a bad review is to get more good people. Ask happy customers to leave feedback. Use a follow-up email, QR code, or direct link on your GMB review page.

3. Improve Your Service

Sometimes, criticism is real. Use reviews as a free response to improve your products or services.

4. Push Fake Reviews with Evidence

If the review is clearly fake, collect proof (eg, transaction records) and submit an appeal again through Google support or Twitter/X (@GoogleBusiness).

Sometimes, Google may reject your request. If that happens:

Contact Google Business Support

• Go to Google Business Profile Help Center.
• Click Contact us → select Customer reviews and photos → Manage Customer Review.
• You can chat, email, or request a call.

Seek Legal Help (for Defamation)

• If there are incorrect, harmful claims in the review (eg, accusing your company of fraud without evidence), you can consult a lawyer.
• provides evidence, and in extreme cases, Google can remove it after legal intervention.

Pro Tips to Handle Bad Reviews Like a Pro

• Act Quickly – Don’t ignore reviews for weeks. Reply within 24–48 hours.
• Stay Calm – Never argue or use harsh language; it can backfire.
• Keep It Short – A polite, professional response is better than a long, defensive one.
• Take it Offline – Always invite unhappy customers to resolve issues privately.
• Train Your Team – Make sure your staff knows how to ask for reviews from happy clients.

How to Respond to Negative but Genuine Reviews

Even if a review is negative, but does not violate the policies, you can still turn it into a positive opportunity. Here How:

1. Respond quickly – Show customers you care.
2. Be professional – Avoid arguments. Use polite, solution-oriented language.
3. Acknowledge their issue – Example: “We’re sorry you experienced slow service.”
4. Offer a solution – Invite them to contact you directly for resolution.
5. Stay transparent – Future customers will see your response and appreciate your professionalism.

For example:

Bad Review: “The delivery was late, and the food was cold”.

Good Response: “We honestly apologize for the late delivery. This is not the standard we target. Please contact us at [your email/phone] so that we can make this right for you.”

This shows accountability and can even convince an unhappy customer to update or remove their review.

Example Scenarios

Scenario 1: Fake Review from Competitor

• Review: “This business is a scam, don’t trust them!”
• Action: Flag as inappropriate → Report as fake/spam.

Scenario 2: Angry Customer with Genuine Complaint

• Review: “My order was late, and no one picked up the phone!”
• Action: Respond politely → Offer to fix the issue → Encourage them to update their review.

Scenario 3: Offensive or Abusive Review

• Review: “This owner is stupid and a fraud!”
• Action: Report for harassment/abuse → Request Google to remove it.

Tips to Protect Your Google Reputation

• Encourage happy customers to leave reviews – More positive reviews dilute the effect of one bad review.
• Monitor reviews regularly – Set alerts or check weekly.
• Provide excellent service – The best way to avoid bad reviews is by exceeding expectations.
• Use reputation management tools – Platforms like Birdeye, Podium, or Trustpilot can help.

Final Thoughts

Removing a bad review from Google My Business is not always straightforward, but the review may violate

 Google’s policies. For real grievances, the best strategy is to respond professionally, provide solutions, and encourage positive responses from happy customers.

Remember: A single negative review does not ruin your business, but how you handle it will show potential customers the real character of your brand.

Frequently Asked Questions (FAQ)

1. How long does it take Google to remove a review?
   It usually takes a few days to a week for Google to investigate and decide.

    

2. Can I pay Google to remove a bad review?
   No. Google does not allow businesses to pay for review removals. Only policy-violating reviews can be taken down.

    

3. Can I sue someone for a fake review?
   Yes, in extreme cases of defamation, businesses can take legal action. But it’s better to try Google’s official process first.

    

4. Should I delete my Google Business Profile to remove reviews?
   No, deleting your profile will not erase reviews. They will reappear if you reactivate the account.

    

5. How can I prevent bad reviews in the future?

• Provide excellent customer service.
• Ask satisfied customers for reviews regularly.
• Address complaints before they escalate online.

6. How long does it take to remove a flagged review?
   Usually between 3–7 business days, but sometimes longer, depending on Google’s investigation.

    

7. Can I sue someone for leaving a bad review?
   Yes, if the review contains false information that damages your reputation (defamation). However, it’s best to consult a lawyer before taking legal action.

    

8. What if a competitor leaves a fake review?
   You can flag it as spam and report it to Google. Provide proof (like no record of that person as a customer).