When a sudden wave of 1-star ratings hits your Google Business Profile, it can feel like a digital emergency. Whether it is a coordinated “review bomb” or a malicious competitor, these targeted attacks can damage your reputation overnight. However, Google provides specific tools to help you fight back.
Here is how to manage a targeted attack of negative reviews and protect your business’s online standing.
1. Identify and Flag the Attack
Targeted attacks often leave “footprints.” Look for reviews with vague complaints, multiple 1-star ratings with no text, or reviews from accounts that have never interacted with your business.
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Action: Log into your Google Business Profile and navigate to the Reviews tab.
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Flagging: Click the three dots next to the review and select Report Review. Choose the reason that best fits, such as “Spam” or “Conflict of Interest” if you suspect a competitor.
2. Use the Reviews Management Tool
For a bulk attack, flagging individual reviews might not be enough. Google offers a dedicated Reviews Management Tool that allows you to:
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Select your business and see a list of all reported reviews.
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Check the status of your reports (e.g., “Pending” or “No Policy Violation”).
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Submit an Appeal: If Google initially denies a removal request, use this tool to submit a one-time appeal. This is your chance to provide evidence, such as screenshots or proof that the reviewer was never a customer.
3. The Power of the Professional Response
While you wait for Google to act, your public response is for your future customers, not the attacker.
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Acknowledge the situation: Post a single, professional statement on the most prominent fake reviews.
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Sample Response: “We are currently aware of a series of fraudulent reviews targeting our profile. We have reported this to Google and appreciate our community’s support while we resolve this matter.”
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Avoid engagement: Do not argue with scammers or attackers. It only gives their “review” more weight in Google’s algorithm.
4. Dilute the Impact
The best long-term defence against a negative attack is a strong offence of positive feedback. Reach out to your loyal, real-life customers and ask them to share their genuine experiences. A steady stream of 5-star reviews from verified accounts will eventually “bury” the malicious content and restore your average rating.
By staying calm and following Google’s official reporting channels, you can successfully weather a review attack and maintain the integrity of your brand.
If you want to know more about how using a Google Business Profile can help your business, please get in touch.