How to Report and Remove Fake Reviews in Your GBP

Fake reviews can damage your business reputation in no time at all. Imagine you've worked hard for years building a good name for your business, yet in the blink of an eye, a handful of fake negative reviews appear on your Google Business Profile (GBP) and scare off potential customers. This situation is becoming increasingly common among small and medium enterprise (SME) owners in Malaysia — yet many don't know the right steps to handle it.

The most important thing you need to understand: Google will not remove a review simply because you ask. You need to prove that the review violates Google's Content Policy before it can be taken down. This is where a systematic GBP audit plays a crucial role — it helps you gather solid evidence before submitting a more effective flagging report.

This guide will walk you through it step by step, from how to identify fake reviews all the way to how to report them properly to Google.

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What You'll Need

Before you start, make sure you have the following:

• Full access to your GBP — log in as the profile owner or manager
• An active Google account linked to your GBP
• Supporting evidence — transaction records, customer logs, or any documents showing that the user in question has no connection to your business
• Screenshots of the suspected fake review(s)
• Sufficient time — this process requires patience as Google takes time to review reports

Time Required: 30 to 60 minutes for evidence preparation and submitting your first report. Google's review process typically takes 3 to 14 business days.

Difficulty Level: Low — Suitable for business owners who are just starting out with GBP.

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Step 1: Identify the Characteristics of Fake Reviews

Understand what constitutes a fake review before you take any action.

Fake reviews are not just negative reviews — they are reviews deliberately created to deceive, whether by competitors, disgruntled former employees, or parties with no connection to your business. Here are the warning signs you should look out for:

• New or empty user profiles — no profile photo, generic names, and no other review history
• Reviews with no specific content — just a 1-star rating with no description of any actual experience
• Multiple negative reviews appearing within a short period — for example, five bad reviews within two days
• Language use that is inconsistent with your typical customers
• Reviews mentioning products or services you don't offer
• Usernames resembling competitors or people you know to have a conflict of interest

[Image: A female business owner wearing a batik top examining reviews on her smartphone while standing in front of her cheerful, colourful shop, with a serious and focused expression]

According to BrightLocal (2024), as many as 87% of consumers use Google to evaluate local businesses before making a purchasing decision. This means every fake review left unaddressed can have a direct impact on your sales.

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Step 2: Document and Gather Evidence

Record all relevant information before submitting any report to Google.

Google requires solid evidence. Without it, your report may be rejected or ignored. Here is how to gather evidence effectively:

2a: Take Screenshots

Take full screenshots of the suspected fake review, including:

• The username and their profile photo
• The review content and the date it was published
• The star rating given

[Image: A man's hand holding a smartphone with a slightly blurred screen, on a wooden desk with documents and a pen beside it, warm small-office lighting]

2b: Check the User's Profile

Click on the username to view their review history. If their profile only contains negative reviews for businesses like yours, or if they created the account very recently, this is important additional evidence. Take a screenshot of their profile page as well.

2c: Check Your Internal Business Records

Try searching your transaction records, customer log books, or CRM system to see whether the username or profile in question has ever dealt with your business. If there is no record, this becomes solid evidence that the review may be fake.

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Step 3: Report the Review Directly Through GBP

Flag the fake review using the reporting function provided by Google.

How to Report via Google Maps (Mobile or Desktop):

1. Open Google Maps and search for your business
2. Scroll to the reviews section
3. Find the review you want to report
4. Click the three-dot icon (⋮) to the right of the review
5. Select "Report review"
6. Choose the most appropriate category — typically "Not about this business", "Conflict of interest", or "Spam or fake"
7. Click "Submit"

[Image: Top-down view of a small work desk with a laptop screen facing away from the camera, a cup of coffee, and a business owner's hand writing notes in a physical notebook]

How to Report via Google Business Profile Manager:

1. Log in to business.google.com
2. Select your business profile
3. Click on "Reviews" in the left-hand menu
4. Find the review you want to report
5. Click the flag icon or three dots beside the review
6. Follow the instructions to complete the report

Important Note: The first report may not produce an immediate result. Google will review your report within a few days.

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Step 4: Escalate Your Report If Unsuccessful

Escalate your report if the review remains after 14 days.

If the review has not been removed after your first report, don't give up. Here are the escalation steps you can take:

4a: Contact Google Business Profile Support

Go to support.google.com/business and choose the option to contact support directly. Explain your situation clearly and include:

• Your GBP profile URL
• The date the review was published
• The reason you believe the review is fake
• The supporting evidence you have gathered

4b: Use the Google Help Forum

The Google Business Profile community at support.google.com/business/community has Product Experts who can help escalate your issue to Google's internal team.

4c: Respond to the Review Professionally While You Wait

While waiting for Google's decision, respond to the review professionally and calmly. This is important because potential customers will read your response. Don't show anger — instead, state that you are unable to identify the experience described in your records, and invite them to contact you directly so it can be resolved.

You may refer to Google Review Response Templates — Positive, Negative and Neutral for examples of appropriate responses.

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Step 5: Strengthen Your GBP Proactively

Build a line of defence against fake reviews by optimising your GBP.

A complete and active GBP not only improves your local search ranking — it also helps reduce the impact of fake reviews. According to Google (2024), complete and accurate GBP information improves local search rankings. Meanwhile, Moz (2023) reports that GBP signals contribute 36% to local search ranking factors.

Here are the proactive steps you should take:

• Encourage genuine reviews from real customers — more authentic positive reviews will lessen the impact of fake ones. Read our guide on How to Get More Google Reviews Organically in Malaysia
• Complete all profile information — name, address, phone number, operating hours, and business description
• Upload high-quality photos on a regular basis
• Monitor your reviews every week so you can respond quickly to new reviews

Warning: Never use "review gating" — that is, filtering customers before asking for a review. This violates Google's policy. Read more about Review Gating — What It Is and Why Google Doesn't Allow It.

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Step 6: Identify Reviews from Competitors

Be wary of the possibility that fake reviews are coming directly from your business competitors.

This is a more serious situation and requires a different approach. If you suspect a review is coming directly from a competitor, you'll need to gather stronger evidence. Read our full guide on Reviews from Competitors — How to Identify and Report for detailed guidance.

Signs that a review may be from a competitor include:

• The same user leaving positive reviews for your competitors
• Reviews that specifically mention a competitor's name
• A pattern of review attacks occurring simultaneously with a competitor's promotional campaign

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Step 7: Audit Your GBP with GBPAuditLab

Audit your GBP thoroughly to ensure you are always prepared to handle fake review situations.

This is the final and most critical step. Before you can defend your profile against fake reviews, you need to know exactly what the current state of your profile looks like. A weak profile is an easy target — and fake reviews have a bigger impact on businesses with few reviews or an incomplete profile.

GBPAuditLab.com helps you:

• Identify weaknesses in your GBP that can be exploited by fake reviews
• Get a detailed report on your profile's current status — including missing information, insufficient photos, and overlooked signals
• Benchmark your standing against industry best practices
• Take the right action based on accurate audit data

If your GBP rating drops suddenly, this may be a sign that fake reviews are affecting your profile. Find out more about GBP Rating Dropped Suddenly — What You Need to Do.

[Image: A male shop owner dressed neatly standing in front of his clean and tidy shop, smiling confidently, with the shop signage facing the road]

Try a Free Audit Now

Don't wait until fake reviews damage your business. Audit your GBP for free at GBPAuditLab.com today and get a full picture of your profile's strengths and weaknesses in less than five minutes.

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Summary: What You Need to Remember

Remember — the best protection against fake reviews is a strong, active GBP filled with genuine reviews from your real customers. Start today before it's too late.