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Is it possible to delete a negative review on Google Business Profile?

Here's what you can do if one of your customers has left you a review with a poor rating on Google

Partoo avatar
Written by Partoo
Updated this week

Want to know how to remove a review from Google Business Profile?

Generally speaking, it is not possible to delete a negative review without good reason. There are, however, certain cases, in which it might be possible to have a review removed from your establishment’s listing, including the following:

  1. If the owner or name of the establishment has changed since the review was posted: you can delete the listing and create a new one, but you will lose the accumulated natural referencing.

  2. If there has been a change of owner but the establishment still has the same name and phone number, for example: you will need to contact the teams at Google and provide evidence of the change of ownership in order to have the review deleted: this is a tedious process and the outcome is not guaranteed.

  3. If a review is inappropriate and you want to report it: the teams at Google will then assess the reported review, which can take several days

Before reporting a review, bear in mind that an inappropriate review is one that doesn't comply with Google's policies, not one that you disagree with or don't like. Google does not take sides when a merchant and a customer disagree on something.

Remember to respond to the review in any case, as it is an opportunity to win back the dissatisfied customer and/or to show potential visitors to your establishment that you are willing to listen.

Report a review from your Google Business Profile account

On a computer:

  • Log in to Google Business Profile

  • If you have several establishments, click on the one to which the review relates

  • Click on ‘Reviews’ in the left-hand menu

  • Find the review you wish to report. Next, click on the three-dot menu, then click Report as inappropriate

On a mobile phone:

  • Open Google Maps

  • Click ‘Your Business Profile

  • Tap Reviews

  • Find the review you wish to report and click on it

  • Click on the three little dots at the top right of the screen

  • Click ‘Report this review

Report a Google review via the Partoo interface

It is now possible to report a review directly from your Partoo interface.

  • Go to the "Reviews" section

  • A small flag icon appears next to each review: by clicking on it, you’ll be redirected to complete the report.

  • Follow the instructions provided by Google and click on the "Confirm" button to verify your email address.

  • Select the relevant review from the list (a search tool is available to help you).

  • Search the location that received the negative review and click "Continue" in the bottom right-hand corner.

  • You can then click on the negative review you wish to report by selecting "Report".

    • If you want to view the review on Google Maps, click "View on Maps".

Important:

  • The report is always handled by Google. Partoo simply facilitates access to this feature.

  • Reporting only works if you also have access rights to the Google Business Profile concerned by the review.

  • The flag icon for reporting only appears if you have an "Administrator" role on Partoo. If not, you can report the review directly from your Google account. Google Business Profile listing concerned by the review.

Even if a review violates Google's guidelines, reporting it once may not be enough for it to be removed - several reports may have to be submitted.


If you are a Partoo customer, please don't hesitate to ask us for help by clicking on the little blue bubble at the bottom right of the screen!

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