Fake or competitor-sabotage review
How to reply to a fake or competitor Google review
Fake and competitor reviews are frustrating. The reply is for the reader, not the reviewer — future customers are watching how you handle it.
Why it matters
Google's takedown process only succeeds ~30% of the time on suspected fakes; the reply survives regardless.
Do this
- Flag through Google Business Profile for policy violation.
- Reply neutrally: 'we can't find a matching booking'.
- Invite anyone with a real experience to email.
Avoid this
- Accusing a competitor by name.
- Sarcasm, however satisfying.
4 templates
1. Suspect fake, generic
Review
"Worst place ever, would never go again."
Reply
"Hi — we can't find a booking or order under this name and we'd like to. If you were a customer, email hello@ourplace.com with a date and I'll look into it. If not, we understand and hope your day gets better."
2. Competitor tone
Review
"Terrible, go anywhere else in town."
Reply
"Hi — thank you for the review. We can't match this to a booking on our system; if you were a customer, please email hello@ourplace.com and we'd like to hear more."
3. One-word 1-star
Review
"Terrible."
Reply
"Hi — sorry to see the one star. We'd genuinely like to know what happened; email hello@ourplace.com and I'll look into it personally. — Ellie, owner"
4. Wrong location tagged
Review
"The staff at the Manchester branch were rude."
Reply
"Hi Alex — this is our Leeds branch review. If you meant Manchester, would you mind moving the review? If it was Leeds, please email hello@ourplace.com so we can look into it properly."
FAQ
- Can Google remove fake reviews?
- Only if they violate policy — spam, off-topic, conflict of interest, personal attack. 'Unfair' isn't a valid reason. Flag it through your Google Business Profile.
- Should I name the competitor?
- Never. It exposes you to defamation risk and reads as unhinged to future customers.