Generally, it is not possible to delete a negative review unless it violates Google’s rules.
🔎 In which cases can a review be reported?
You can report a review if it is:
inappropriate (insulting, off-topic, spam, etc.),
related to identity theft,
or contains personal information.
⚠️ Google does not automatically delete a reported review, even if it seems unfair.
The report is reviewed by a team, but the review often remains visible even after multiple reports.
📌 Before reporting a review
A review considered "inappropriate" by Google does not mean a simply negative review or one you disagree with.
Google does not take sides in a dispute between a customer and a Business. Make sure to read the Google rules before reporting the review.
✅ Responding remains the best strategy
In all cases, responding to a negative review is essential:
to win back a disappointed customer
to reassure your future customers,
and to show your sense of service.
🛠 How to report a review?
1) From the Partoo interface
If you have access rights to the Google listing concerned and you are an administrator on Partoo, it is now possible to report a review directly from your interface:
Go to the "Reviews" section.
A small flag appears to the right of each review: by clicking on it, you will be redirected to complete the report;
Follow the instructions provided by Google and click the "Confirm" button to confirm your email address.
Choose the review concerned from the list (a search tool is available to help you).
Search for the Business that received the negative review and click "Continue" at the bottom right
You can then click on the negative review you want to report by clicking "Report"
if you want to see the review on Google Maps, then click "View on Maps."
2) From your Google Business Profile account
You do not have access to the Google Business Profile listing of the Business
If you do not have access to the listing or you are not an administrator on Partoo, you will need to report the review this way:
On a computer:
Log in to Google Business Profile
If you have multiple Businesses, click on the one concerned by the review
Click on "Reviews" in the left menu
Find the review you want to report. Then, click the three-dot menu and choose the option that best fits your case
On a mobile:
Open the Google Maps app
Go to "Your Google listing" (by clicking on your profile picture)
Tap on "Reviews"
Find the review you want to report, and tap on it
Tap the three small dots at the top right of the screen
Tap "Report this review"
You have access to the Google Business Profile listing from your personal Google account
Select See reviews.
Next to the review you want to report, select Report
Select the reason for your report.
Examples: "Spam" or "Offensive language"
Select Report.
You can also use the review reporting tool offered by Google: https://support.google.com/business/workflow/9945796?hl=fr
If you manage multiple Google listings on your Google account, you must first select the Business on which a review must be reported to Google.
You will then get the list of all reviews on the Google listing.
Find the review to report then click the "Report" button then click "Contact us."
You will then receive an email in which Google informs you that your request is under review by Google teams.
Once the review has been reviewed by Google, you will receive an email indicating:
whether the review will be deleted following your report or not.
2 possibilities
The review you reported has been deleted by Google.
2. The review you reported will not be deleted by Google.
Why can Google refuse a request to delete a review on a Google listing?
Here are the specific reasons why Google may reject your request to delete a review:
1. The review does not violate Google’s policy
For a review to be deleted, it must necessarily violate a specific rule of their content policy. An ordinary negative review will not be removed.
Google will refuse deletion if the review:
Is simply negative feedback (e.g., "Service too slow, cold food").
Reflects a commercial disagreement or dissatisfaction with prices.
Is perceived by Google as constructive criticism or a subjective opinion.
2. Google refuses to arbitrate disputes ("He said, she said")
Google clearly states in its terms that it is not a judge and does not take sides between a merchant and a customer.
If you claim: "This customer has never been to my Business", but the author claims otherwise, Google will give the benefit of the doubt to the review author unless you provide irrefutable proof.
Google cannot verify whether the service was properly or poorly performed in reality.
3. The reason for the report is poorly chosen or poorly argued
When you report a review via your Google Business Profile space, you must select a precise reason (Spam, Hate speech, Conflict of interest, Off-topic...).
The classic mistake: reporting a review for "Spam" or "Defamatory remarks" when it is simply a motivated bad rating. Google’s automatic filter or operator then instantly rejects the request.
Lack of tangible evidence during the appeal (if you made one) generally leads to automatic refusal.
4. Automated processing
The first levels of moderation at Google rely on algorithms. AI looks for forbidden keywords (insults, threats, personal data, promotional links). If the review is negative but written in polite and respectful language, Google’s robots detect no violation and classify the request as "No rules broken".
What to do in case of refusal?
Appeal the decision (One-time appeal): Via the Google Review Management Tool, you can appeal if you have more detailed elements or explanations.
Respond publicly and calmly: This is the most effective solution for your image. A courteous, factual, and professional response shows future customers that you are attentive and serious.
Contact the author: If the author is identifiable, try to resolve the issue privately to ask them to modify or delete their comment.
Dilute the negative review: Regularly ask your satisfied customers for new positive reviews to raise your overall rating.
Legal action (Last resort): In case of serious harm (proven defamation, gratuitous disparagement, threat), you can call on a lawyer to send a legal notice to Google or sue the author if their identity is known.
❗Important to remember
Even if a review violates the rules, Google may choose not to remove it.
Sometimes it is necessary to report multiple times for a review to be re-examined.
Deleting a listing to make reviews disappear is strongly discouraged, as you would lose all your history and SEO.