Fake Reviews on Google – How to Deal with Them?

Has a negative review appeared on your business profile? Before taking any action, it’s important to first check whether it’s authentic and actually comes from a customer who used your services. When analyzing the content of a review, pay special attention to the following elements:

• Author’s profile – check if the username looks credible and what other reviews have been posted from that account. If the profile posts only negative reviews (often without details), it doesn’t always indicate competitors’ actions—it could also be a troll posting reviews “for fun.”
• Content of the review – fake reviews are usually very general and lack specifics. The author might mention “terrible service” or “lack of professionalism” without providing details such as the date of the visit, type of service, or description of the situation.
• Tone of the review – reviews full of negative emotions, vulgar language, or aggression rarely describe real events. They are more often attempts to harm the business or discourage potential customers from using the service.
• Promotion of competitors – if the review includes comparisons to another company, it’s a clear sign that the comment might be dishonest.
• Internal verification – check whether the reviewer was actually your customer. If they aren’t in your reservation system, purchase history, or client database, there’s a high probability that it’s a fake review.

When facing a fake review, remember one key rule: as a business owner, you cannot delete a negative comment yourself. Google intentionally restricts this ability to minimize the risk of profile manipulation. That doesn’t mean you’re powerless, though. You do have one tool available: officially reporting the review as violating Google’s policies. Here’s how to do it step by step:

1. Find the fake or harmful review on your Google Business Profile;
2. Click the three-dot icon next to the review;
3. Select “Report review”;
4. Indicate the reason for the report—it can be spam, conflict of interest, or content not based on real experiences.

After submitting the form, the report goes to Google’s team, which evaluates its validity. The process may take several days, so patience is required. Unfortunately, such reports are often rejected, and the review remains on the profile. What should you do in this case?

Although the first, natural reaction to a fake comment is anger and the urge to argue publicly, the key to success is staying calm and professional. Remember that your response is not really directed at the reviewer, but at potential customers who will read it and decide whether to use your services in the future. A composed response gives you a chance to show how you handle difficult situations. Instead of getting into an argument, limit emotional reactions. Thank the reviewer and mention that you cannot find them in your client database, which prevents you from verifying the reported issue. You can also invite them to contact you directly to resolve the matter. This approach demonstrates responsibility as a business owner while subtly undermining the credibility of the fake review in the eyes of other users.

When faced with a negative review, especially an unfair one, it’s easy to make hasty decisions that harm your business. Here are some mistakes to avoid:

1. Responding emotionally – engaging in a public argument, using sarcasm, or attacking the reviewer makes you look bad and discourages potential customers observing your reaction. Professionalism means responding calmly and gracefully, even to provocation.
2. Deleting the entire business profile – this is an unnecessary reaction that causes more harm than good. Removing your profile erases your company’s history, all positive reviews, and Google ranking built over years. In practice, it’s an admission of defeat and destroys your online visibility.

Instead, focus on constructive actions: report fake reviews, prepare professional responses, and show that your company handles situations responsibly. Additionally, collect reviews from real customers who actually used your services and were satisfied. This not only builds credibility but also balances potential negative comments.

To do this, it’s worth learning how to collect reviews on Google Business Profile, as there are proven methods that make it easier for customers to leave positive feedback.