Google will only remove a review that breaks its content policy. The key is to know which category a review falls into – and to say so in your report.
Fake engagement
Reviews not based on a real experience: the person was never there, was paid or rewarded for the review, or posts several reviews under different names. Signs: no details about the visit, a brand-new profile with one review, several similar reviews in a short time.
Off-topic
Reviews must be about the experience at your place. Political or social commentary, personal rants about the owner's private life or reviews meant for another business are off-topic.
Conflict of interest
Reviews by competitors, current or former employees or people with a personal dispute with the business. Typical signs: “I used to work here”, “go to X next door instead”.
Harassment and insults
Threats, insults or attacks against identifiable people – for example a named employee. Criticism of service is allowed; personal attacks are not.
Obscenity and profanity
Vulgar language used to insult or to emphasise criticism. A review full of swear words often qualifies even if the underlying complaint is real.
Hate speech
Content that demeans people because of origin, religion, gender, sexual orientation or other protected characteristics.
Personal information
Private phone numbers, addresses or other personal details of your staff posted without consent. (Business contact details are allowed.)
Impersonation
Someone pretending to be another person, the owner or an official body.
Unclear content and spam
Random characters, meaningless text, links or promotions for other products and services.
What is normal criticism
“The food was cold and we waited 40 minutes” is an honest experience – even if exaggerated, Google will not remove it. For these reviews, a good reply is the better tool.
Frequently asked questions
Can I report a 1-star review without text?
You can report it, but a rating without text rarely shows a policy violation. It is only removed if Google sees signs of fake engagement.
What if a review mixes honest criticism with insults?
The insult can be enough for a report under “Profanity” or “Harassment”. Mention it specifically in the report.
How do I prove that the reviewer was never a customer?
You can't prove it in the report form, but you can point out the signs: no booking, no details, profile patterns. A short, factual justification helps in the appeal.