Fake Negative Reviews on Google Maps: How to Identify and Handle Them

Fundamentally, search engines are in the business of delivering value to its customers with the greatest accuracy and cost-effectiveness, just like any other business in its given industry – but particularly for a site like Google, who have seen the explosion of user-generated content and platformisation of individuals in a way that has vastly saturated the market with surface-level, potentially malicious websites.

It was because of this that in 2018, the core algorithm rollout dubbed the 'Medic Update' was launched, focusing on signals of expertise, authority and trustworthiness (otherwise known as E-A-T) as discerning factors separating what Google perceived to be 'high quality' sites from their low quality counterparts – attributes which ultimately contribute to your overall profile to rank in relevant keyphrases. So, where do Google reviews play into the conversation?

How to Spot Fake Reviews

• Insulting or abusive content: Defamatory reviews against you or your employees may be fake, as it most likely has nothing to do with the quality of food or customer service.
• Low star rating without a review: It may be difficult to recognise fake reviews that only have a star rating. You can take a look at the username of the review and check if they have actually used your services.
• No display picture: Users who leave fake reviews put in minimal effort to disrupt your business.
• Multiple misspelled words and wrong capitalisation: Study the language and tone used in the review. Identify the specific patterns in the writing as fake reviews may have misspelled words.

How to Respond to Fake Reviews

You first need to check if you have a Google My Business account in order to respond to reviews. If you do not, sign up for one to increase your SEO and you can also update your business details.

1. Verify your business.
2. Sign in to Google My Business.
3. If you have locations in multiple areas, open the location you would like to manage.
4. Click on the review in the menu you would like to respond to.
5. Write a response and submit.

Remember that every response you write to a review online is public and can be viewed by anyone.

Flagging Reviews for Removal

Remove the negative reviews as a last option. Ensure that the review violates Google policies of prohibited and restricted content. If you want to report a fake review on Google Maps, you can flag it for removal by clicking on the three dot icon where it will be assessed. Just make sure to have evidence of how you are tracking the reviews and explain why you think the reviews are fake.

Remember you cannot use these methods for legitimate reviews, even if they are negative. You should instead focus on improving the customer service and/or the quality of your services.

Best Practice: Manage Reviews from Day 1

By keeping track of your reputation from the start of your business, you are able to have a stronger brand image. Proactive review management is always better than reactive damage control.