You cannot remove a customer’s Google review from your listing. Only the person who wrote it, or Google after a report, can take it down. If the text describes a real visit, even unfairly, reporting it will not work. Reply once, in public, then go back to work.
Guide · Google reviews
How to remove a Google review (and how to report a fake one)
Most genuine Google reviews cannot be deleted, even the ones that sting. This guide is for the owner who has just found a 1-star they did not expect, and wants the legal next step, not a miracle.
Why it matters
Google says it does not step into a conflict between a business and a customer. A review comes down only if it breaks the rules: spam, fake engagement, incentives, conflict of interest, or prohibited content. Disagreeing with the score is not enough.
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