Behind the Curtain: Why Google Ignores Your Flagged Review

“Can we remove this Google review? The reviewer never even stayed at the hotel.”
At Luau Group, it’s a question we hear frequently – and for good reason. Reviews can significantly impact your business’s online reputation, yet they’re notoriously difficult to manage.

In theory, any review that violates Google’s content policies should be removable. In practice, though, it’s rarely so straightforward.

Why Does Google Keep That Unfair Review?

Over recent years, Google has shifted heavily towards automation when processing review removal requests. There’s far less human oversight than there once was, which means there’s little room for context or nuance.

If a review doesn’t clearly breach Google’s official policies, it will almost certainly remain live on the platform – no matter how unfair or irrelevant it may seem.

To complicate matters further, Google allows users to post under names that may not reflect their true identity, which can make it very difficult to verify the reviewer’s true connection to your business.

What Google Won’t Remove

Here are a few common examples of content that rarely qualify for removal:

Personal disputes that can’t be objectively verified – such as refund disagreements, service complaints, or disputes with ex-employees not disclosing their affiliation with your business. 
Rating-only reviews – a star rating with no written feedback.
Misplaced reviews – unless you have clear proof that they refer to a different business.
Reviews submitted before a refurbishment generally remain visible, provided they complied with Google’s guidelines at the time of submission – even if they are now outdated or no longer accurately represent your current business standards.
Reviews posted during temporary closures – even if your business was closed for renovations, seasonal breaks, or other legitimate reasons, Google usually won’t remove these as they reflect genuine experiences and count as valid historic feedback.

In short, if you can’t prove a direct violation of Google’s content guidelines, it’s unlikely you’ll win an appeal.

What You Can Flag for Removal

Not all hope is lost, though. Google will normally remove certain types of reviews if they clearly break the rules. Examples include:

⚑ Content policy violations – offensive language, hate speech, spam, or off-topic rants.
⚑ Misplaced reviews – ones that reference a completely different property or service.
⚑ Pre-opening reviews – anything dated before your business officially opened.
⚑ Spam attacks – fake reviews posted in bulk, often with identical wording, sudden drops in ratings, or irrelevant comments. Google takes large-scale spam seriously and may remove multiple reviews at once if they clearly break content policies.

When you spot a review that fits these criteria, act quickly to flag it.

What to Do If a Review Stays Up

When a questionable review goes unnoticed, your most effective approach is to respond thoughtfully and professionally. Even if you can’t get it removed, a well-crafted response shows potential customers that you care about feedback and are committed to resolving concerns.

Remember, Google’s algorithm values active engagement with reviews. Regularly replying, especially to negative or misleading comments, signals that you’re an attentive, trustworthy business. This can help build confidence with new customers and may even boost your local search presence over time.

A good response should:

✔ Acknowledge the reviewer’s experience, even if you don’t fully agree with parts of it.
✔ Politely clarify any misinformation with factual details – avoid sounding defensive.
✔ Briefly share your side of the story or explain any changes you’ve made since the review.
✔ Where appropriate, invite the reviewer to continue the conversation privately so you can resolve the issue directly.

Remember, your reply isn’t just for the original reviewer – it’s for everyone else reading your reviews. A fair, balanced response can help restore trust and demonstrate that your business listens, learns, and adapts.

Final Thoughts

Managing Google reviews can feel challenging, especially when one negative comment seems to overshadow all your hard work and great feedback. But understanding how Google’s review system works is the first step to protecting your online reputation and staying in control.

When in doubt, remember:

✔ Know what’s removable.
✔ Flag clear violations quickly.
✔ Respond to what you can’t remove with grace and professionalism.

And remember – you don’t have to manage this alone. When things get complicated, we at Luau Group are here to help you navigate the maze of Google’s review policies.