Hotels, B&Bs and guest houses
Google is often the last thing a guest checks before booking with you direct. We report reviews that break Google's rules, like stays at a different hotel or threats for a refund, and help you answer the real ones well.
£100 per review, only when Google removes it. Nothing upfront, nothing if it stays. We reply by email within one working day.
The fake reviews we see most in your trade
Each can break a Google policy when the facts support it. We check your arrivals, reservations and the details in the review before we file.
They describe a pool, a spa or a breakfast buffet you do not have. Similar names get mixed up.
Google policy: Off topicNever arrived and fell out with the booking site over a refund. If they stayed, we answer it instead.
Google policy: Fake engagementMoney back, a free night or an upgrade, or a damning review. That is review extortion.
Google policy: Review extortionInsults aimed at a named receptionist or housekeeper break the rules, even after a real stay.
Google policy: Harassment and hate speechA new account praising the place next door while trashing yours is a conflict of interest.
Google policy: Conflict of interestRun it through our free checker for a straight first read on whether it breaks a rule.
Check a reviewTwo examples, side by side
Both reviews below are made up to show how we decide. Names and details are examples, not real customers.
Thank you Sophie, and thanks for the tip to other guests, which is a fair one. Rooms above the bar are livelier at weekends, so we now mention it when we confirm a booking and offer a quieter room at the back. We hope to welcome you again.
Advice for hotels and B&Bs
A guest who finds you on the map sees your rating and latest reviews before your own website. Here is how to keep that first impression honest.
Guests reading you on Maps see your stars, photos and newest reviews, then tap through to your website or phone. A direct booking starts with those reviews.
Arrival lists, folio numbers and booking site reservations let us show Google a reviewer never stayed. Without them a strong case is much harder.
If the row is between the guest and the booking site, say so briefly and point them to the right place. A long argument under a review puts off the next guest.
A friendly ask at checkout, or a message after the stay, brings in reviews from guests who enjoyed it. Offering a discount or upgrade for a good review is not allowed by Google.
Staff named in a nasty review deserve a quick report. We flag personal abuse under Google's harassment policy and answer the rest of the complaint calmly.
What stays up
Genuine reviews from real guests are never removable. We will not try, and we will tell you so.
Pricing
Nothing upfront. Nothing if Google keeps it up.
Cancel with 30 days' notice.
Read how it works, step by step, or see every detail on our pricing page. Review Removing is a YourFrontDesk service and is not affiliated with Google. Google makes the final decision on every review.
Questions owners ask
It can come down when the review clearly describes another property, such as facilities you do not have or a different address. That falls under Google's off topic policy. We lay out what does not match and file it, and you pay £100 only if Google removes it.
If they never stayed and the review is about the booking site's terms rather than your hotel, it may qualify. If they stayed, or the complaint is about your own cancellation policy, it is a genuine interaction and we answer it instead.
Do not refund under threat and do not reply in public. Keep the emails or messages and send them to us. We file Google's review extortion report with that evidence.
Yes. Guests often check Google before they book, and it is where they find your own website and phone number. A rating that reflects real stays supports every direct booking you take.
Send us the link. We check it against Google's policies and reply by email within one working day.