Any business owner who takes pride in their work has likely been there. You’re reading a negative Google review that feels completely unfair, inaccurate, or even borderline defamatory. It’s frustrating, especially when you know the situation was misrepresented or never happened at all. Your first instinct might be to remove the review immediately, but unfortunately, it’s not that simple.

As a Boston digital marketing consultant, I help small business owners manage their online reputations every day. Google reviews carry a lot of weight with potential customers, and they directly impact how your business shows up in search results. That makes it incredibly important to know what your options are and what to do when a review works against you.

No, You Can’t Delete a Google Review Yourself

Google does not allow businesses to delete reviews. The only people who can remove a review are the original reviewer or Google itself. This policy is designed to protect the integrity of the review system and prevent businesses from silencing honest feedback.

Still, there are specific situations where you can flag a review and ask Google to remove it, especially if it violates their content policies.

When Will Google Remove a Review?

Google will consider removing a review if it clearly breaks their guidelines. Here are the most common reasons a review might qualify for removal:

• Hate speech, threats, or offensive language
• Spam or fake reviews from people who were never actual customers
• Reviews written by someone with a conflict of interest, like a competitor or former employee
• Off-topic or irrelevant content that has nothing to do with your business or customer experience

If you believe a review falls into one of these categories, you can report it through your Google Business Profile.

How to Report a Google Review

Here’s how to flag a review for potential removal:

1. Sign in to your Google Business Profile
2. Find the review you want to report
3. Click the three dots next to the review
4. Select “Report review” and choose the reason that best applies
5. Submit your request and wait for Google to review it

Google usually takes a few days to respond, but removal is never guaranteed. If the review doesn’t violate any of their rules, it will stay up.

What to Do If Google Doesn’t Remove the Review

If your report is denied, the best thing you can do is respond professionally. Even if the review feels undeserved, your reply gives you a chance to show future customers how you handle feedback and maintain your credibility.

At Joyce Voice, I offer reputation management services that include custom-written review responses. These replies are uniquely tailored to the specific concerns raised by each customer and are backed by years of experience handling real-world review situations. I’ve learned what calms angry customers and what enflames them, and I write every response with the goal of resolving the concern in a personable and empathetic way. Whether the issue is minor or completely fabricated, I help you respond in a way that protects your reputation and builds long-term trust.

Here’s how I typically recommend responding:

• Thank the reviewer for their input
• Address any concerns they raised
• Clarify any incorrect statements
• Invite them to reach out directly if the issue hasn’t been resolved

You don’t need to defend every detail. You just need to show that your business takes feedback seriously and responds with care.

One Negative Review Won’t Ruin You

Take a deep breath. I know it’s frustrating to feel like your livelihood is being threatened by an unfair customer. I want to emphasize that, when handled appropriately, one negative review won’t destroy your reputation if it’s surrounded by authentic, positive feedback. In fact, it can actually help your business appear more credible. I’ve had clients tell me that potential customers didn’t trust their business at first because they only had five-star reviews. It looked too perfect, and that made people skeptical.

A natural mix of reviews, where the majority are positive but not all flawless, can make your business seem more real and trustworthy. What matters most is how you respond and whether your positive reviews are consistent and recent.

Proactive Review Management Is the Best Defense

The best way to protect your reputation is to have a system that consistently brings in positive reviews. When you have ten strong, recent, five-star reviews, a single bad one will not carry as much weight.

I help my clients set up review systems that work in the background so you can focus on running your business. This includes:

• Direct links and mobile-friendly QR codes that make leaving a review easy
• Branded templates you can use in follow-up emails or texts
• A consistent schedule that helps reviews come in naturally over time
• Monitoring tools that catch issues early before they escalate

I also offer digital PR services to help you build a stronger online presence through media coverage. My clients have been featured in outlets like Yahoo News, U.S. News, and Newsweek. When people search for your business, they see more than just star ratings. They see a brand that is recognized and respected.

Ready to Build a Reputation That Works for You, Not Against You?

At Joyce Voice, I offer comprehensive review and reputation management packages that help you collect more positive reviews, respond to feedback the right way, and build authority through high-value media placements.

If you’re ready to take control of your online reputation, fill out the form below to learn more about my affordable SEO and review strategies for small businesses.