How to reply to a fake Google review
Report it first. Then, while Google decides, a short factual reply tells other readers what happened without accusing anyone.
Step 1: report it
- Business Profile, Read reviews.
- Next to the review, select Report.
- Pick the reason and select Send report.
Google says evaluation typically takes several days, and you can follow the status in the Reviews Management Tool: Decision pending, Report reviewed - no policy violation (one-time appeal, up to 10 reviews at once), or Escalated - check your email for updates (Report inappropriate reviews on your Business Profile).
Only reviews that break a policy are removed. Google says not to report a review just because you disagree with it. Reviews the policy treats as fake: not based on a real experience, paid for, posted from several accounts by one person, posted on a competitor to hurt it, or written with a conflict of interest such as current or former employees, competitors or family (Maps user generated content policy: prohibited & restricted content).
Step 2: decide whether to reply
A reply is public and stays under the review while the report is checked. If you reply, keep it to facts you can check in your own records: no visit on that date, no booking under that name, a service you don't offer.
What not to say
- "This is a competitor" or "this is our ex-employee" unless you can prove it. Google's tips say to avoid personal attacks; in the US the FTC rule prohibits false accusations against reviewers made knowingly or recklessly (FTC Q&A, §465.7).
- Names, phone numbers or other personal details of the person you suspect (personal information policy).
- Threats. A demand for money to remove reviews is extortion: do not reply to it at all (what to do).
Example replies
Illustrative example, not a real review
Review (1★, no record): Terrible haircut, they ruined my hair and refused a refund.
Example reply:
Hi Alex, we take this seriously, but we can't find any appointment under your name, and we have never refused a redo. If you visited us, please call the salon with the date so we can look into it.
Nina, owner
Illustrative example, not a real review
Review (1★, service you don't offer): Their AC repair guy never showed up.
Example reply:
Hi Jordan, we're a plumbing company and don't do AC repair, so this may be meant for another business. If we did work for you, please email us the address and date and I'll check it myself.
Tom, Clearflow Plumbing
Illustrative example, not a real review
Review (1★, wrong place): Rooms were dirty and the pool was closed.
Example reply:
Hi Kim, we're a café and have no rooms or pool, so we think this review belongs to a different business. If we're wrong, please get in touch with us directly.
The team at Bean & Leaf
If Google keeps the review
Use the one-time appeal (how). Google also says its automated spam detection sometimes removes legitimate reviews by mistake; in that case contact support (Report inappropriate reviews on your Business Profile).
Do not answer fake reviews with reviews from staff, friends or family: those break the same conflict-of-interest rule (competitor or ex-employee reviews).
Calm replies to your real bad reviews
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FAQ
Should I reply to a review I reported?
You can. Reporting and replying are separate. Keep the reply factual and short so it still reads well if the review stays.
Will replying stop Google from removing it?
Google removes a review only if it breaks a policy. Its help pages do not say a reply changes that decision.
How long does a report take?
Google says evaluation typically takes several days. You can follow the status in the Reviews Management Tool.
Sources
- Google, Report inappropriate reviews on your Business Profile
- Google, Maps user generated content policy: prohibited & restricted content
- Google, Tips to get more reviews (incl. tips to write better review replies)
- Google, Manage customer reviews
- US Federal Trade Commission, The Consumer Reviews and Testimonials Rule: Questions and Answers
Checked on 25 Oct 2026. If these pages change, the source wins. Revunda is not affiliated with Google or the FTC, and this is not legal advice.
Related
Respond to a 1-star review · Reply not showing · Ask a customer to update a review · Get a review removed · Competitor or ex-employee reviews · Replies by industry · All guides