Example replies
Before you copyEdit every reply to fit: only promise actions, refunds or policies that are true for your business, and replace anything in [brackets].
Neutral, can't match (trades)
Hi [Name], we take every review seriously, so we checked our bookings and invoices for the past year and can't find a job that matches this description. If we've missed something, please call [phone] with the date or address and we'll look into it straight away. [Owner], [Business]
Restaurant, closed that day
Thanks for the review, [Name]. The visit described falls on a day our restaurant was closed, so we believe this may be posted in error. We've asked Google to review it. If you did dine with us on another date, we'd sincerely like to hear what went wrong at [email].
Hotel, no booking found
Thank you for the review. We've checked our reservations for the dates and room type described and couldn't find a stay that matches, and our property has no pool, which the review mentions. We've asked Google to take a look. If we've got this wrong, please contact our front office at [email].
Service we don't offer
Hello [Name]. We don't provide [service in review], and we never have, so we think this review doesn't describe our business. We've reported it to Google for a closer look. If you believe we've worked together, please email [email] and we'll be glad to help.
Wave of fake reviews
Over the past few days we've received several reviews that don't match any customer visits. We've reported them to Google. To anyone reading: our full record of customer feedback is above, and if you ever have a question about our work, call us at [phone]. We're always happy to talk.
Very short version
Thanks, [Name]. We couldn't connect this review to any customer visit and have asked Google to check it. If we're mistaken, please reach out at [phone] so we can make things right.
Suspicion isn’t proof, so check first
Before you decide a review is fake, look. Search your bookings, invoices and messages for the name, the date and the details mentioned. Many “fake” reviews turn out to be real customers using a nickname, a partner’s account, or a description that doesn’t match how you’d describe the job. Ten minutes of checking can save you from accusing a paying customer in public.
Signs that point the other way: a service you don’t offer, a date you were closed, a reviewer whose other reviews praise a competitor, or several one-star reviews landing within hours from accounts with no history.
Report under the right policy
Google’s content policy has a whole category for this. Fake engagement covers content not based on a genuine visit, paid or traded reviews, and one person running several accounts. Rating manipulation covers sudden spikes and undisclosed ties to a business. Choose the reason that matches your evidence when you report through the Reviews Management Tool. Google says a decision typically takes several days. If it decides there’s no violation, you get a one-time appeal.
How to reply while you wait
The reply isn’t for the reviewer. If the review is fake, nobody is listening on the other end. It’s for customers reading your profile, who want to know two things: is this complaint credible, and how does this business react under pressure?
So keep it short and factual. Say you checked your records and couldn’t find a match. Say you’ve asked Google to look at it. Leave a door open in case you’re wrong. That’s enough. (Clinics and other practices can’t say even that much, because “no record of you” confirms or denies a patient relationship; the healthcare replies page shows how to word it.) Readers draw their own conclusions, and a calm owner always looks better than an angry one.
Avoid the word “fake” unless you’re certain, and never post your guesses about who wrote it. Naming a competitor or ex-employee in a reply can start a public feud, and if you’re wrong it becomes its own problem.
When it’s bigger than one review
A sudden flood of fake reviews, especially followed by a message asking for payment to make them stop, is extortion. Google treats that separately from a normal report. Don’t pay, don’t negotiate, and keep screenshots. Our extortion page covers that route.
What not to do in response
Don’t counter fake reviews with reviews of your own, from staff, family or customers you’ve rewarded. Google’s rules prohibit reviews driven by business incentives, and getting caught can do more damage than the original review.
If it doesn't work
- Status reads Report reviewed - no policy violation: you can appeal once, choosing up to 10 reviews in one appeal.
- Someone demands money to stop posting fake reviews: that's extortion. Don't pay; use Google's separate route for review extortion.
- The appeal fails: leave the reply up, keep earning honest reviews, and don't post more replies arguing the point.
- You discover it was a customer under a nickname: edit your reply to apologize for the mix-up and address their complaint.
Questions owners ask
What counts as a fake review under Google's rules?
Google's policy describes fake engagement as content that doesn't reflect a genuine visit, paid or traded reviews, and multiple accounts run by one person. Rating manipulation covers undisclosed ties to a business and unusual spikes of reviews.
Should I say the review is fake in my reply?
Be careful with that word. If you're wrong, you've called a customer a liar in public. Saying you can't match the review to any visit makes the same point for readers and leaves room for a mix-up.
How long does Google take to decide?
Google says evaluation of a reported review typically takes several days. You can follow progress in the Reviews Management Tool, where the status shows Decision pending until a decision is made.
Can I ask friends or customers to post good reviews to bury it?
Only genuine customers describing genuine experiences. Google treats reviews from people who didn't visit, or reviews driven by business incentives, as fake engagement and rating manipulation, which can hurt your profile.
Sources
- Prohibited and restricted content (support.google.com)
- Report inappropriate reviews on your Business Profile (support.google.com)
- Tips to get more reviews and write better replies (support.google.com)
Checked 13 Nov 2026. When the platform changes its process we update this page and log it in What changed.