Google review policy: conflict of interest
A review has to be unbiased. Google removes reviews written by people with a stake in the business: current and former employees, competitors, relatives and contractors. For clinics and multi-site health brands this is often the largest group of removable reviews. We build the evidence that links the reviewer to the conflict.
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Sam L.
2 months ago on Google
I used to work here and I now run the clinic across the street. Do not book with them.
A former employee and a competitor: both are named in Google's conflict of interest rule.
Priya S.
1 month ago on Google
I was billed twice for one visit. It took three calls to fix.
A real billing complaint. The answer is a reply and a fix.
Example. Reviews written by us. Not real reviews.
Short answer
Google removes a review when the writer has a conflict of interest. Its list covers current and former employees, contractors and consultants, competitors, and family or other personal ties. The review's text can be calm and detailed and still break the rule. The evidence is the link between the reviewer and the conflict, shown with facts Google can check.
Key facts
Google lists content based on a conflict of interest under rating manipulation, which it says is not allowed and will be removed.
Source: Prohibited and restricted content, Google Maps User Generated Content Policy
A conflict of interest may include current or former employment, a contract or consulting relationship, and other professional or personal ties, such as competitors and family.
Source: Prohibited and restricted content, Google Maps User Generated Content Policy
A merchant may not ask staff to collect a set number of reviews, or reviews with specific content.
Source: Prohibited and restricted content, Google Maps User Generated Content Policy
This rule in 27 seconds
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The rule, in Google's words
The rule appears twice on Google's Prohibited and restricted content page, under rating manipulation and again under misrepresentation:
Content that is based on a conflict of interest. A conflict of interest may include current or former employment, a contractual or consultory relationship, or other professional or personal affiliations that demonstrate a conflict of interest (such as industry competitors, familial relationships, etc.).
The fake engagement section adds that nobody may "post content on a competitor's place or business to undermine that business' or product's reputation".
What this rule does not cover
- A patient who also happens to work in healthcare somewhere else.
- A customer who mentions a rival and says they were better.
- A job applicant describing the interview. That may be off-topic, but it is not this rule.
Google's report page sets the general limit: "Do not report a review just because you disagree with it or dislike it."
Evidence that supports a report
- Who the reviewer is. The name on the Google account, matched to a staff record or a public work profile.
- The tie. One line: employed here until March, owns the clinic two streets away, married to a former manager.
- The review's own words. Many give themselves away: "when I worked there", "as someone in this industry".
- Dates. A review posted the week someone was let go tells its own story.
Examples
These examples are ours. They are written to show the rule and are not real reviews. The cards at the top of this page show one review that can qualify and one that stays.
| Review text | Outcome under this policy | Why |
|---|---|---|
| "I used to work here and now run the clinic across the street" | Can be reported | Former employment and a competitor |
| A 1-star review from the spouse of a dismissed nurse | Can be reported | A personal tie to a former employee |
| A 5-star review from your billing contractor | Can be reported | A contractual relationship |
| "I moved to another clinic and they were faster" | Stays online | A customer's comparison |
| "I am a nurse and the injection technique was poor" | Stays online | A patient with expertise, not a conflict |
How to report it
A business reports a review from its Business Profile or from Google's Reviews Management Tool. Google says evaluation typically takes several days, and each review gets one appeal.
Choose the conflict of interest reason if Google's form offers it for your profile. Keep the first report short. If it comes back as "no policy violation", the appeal is where you name the tie and attach what shows it. Send only what is public or yours to share.
For health brands
TRT, HRT and med-spa style groups see this most, because staff move between rival clinics in the same town. Keep a simple leavers list with dates. When a 1-star review appears a week after someone leaves, you will be able to show the tie without guessing.
Where to go next
The main Google review removal page shows where this policy sits among the others. For fake reviews from strangers, see spam and fake content. The qualification tool checks a review against Google's policies in a few questions.
If you would rather hand the work over, see our Google review removal service and what each removal costs.
Frequently asked questions
Google's policy names former employment as a conflict of interest and makes no exception for it. A review that draws on their time as staff can be reported. The evidence is proof of the employment, such as a public work profile.
No. The conflict belongs to the writer. A rival's owner, staff or family have one. A patient who switched to a rival and prefers them does not.
Yes. Employment is the first conflict Google lists, and it cuts both ways. Remove the habit before you report anyone else for it.
Primary sources used on this page
- Prohibited and restricted content. Google Maps User Generated Content PolicyLast verified
- Report inappropriate reviews on your Business Profile. Google Business Profile HelpLast verified