For restaurants, cafés & bars
Restaurant reviews skew emotional and immediate — a review posted the same night, sometimes before the bill is even paid, can describe a dispute (a wait time, a substitution, a mix-up with another table) as if it were a food-safety or service failure. We check whether the specific review breaches Google policy (no matching reservation or order, a competitor account, harassment of staff by name) — a slow night on its own isn't a ground, however it reads.
Situations we actually see
Every case still starts with the same policy check — these are the situations where restaurants & hospitality most often have a real route worth checking.
Restaurants & Hospitality FAQ
Don't trade a refund or free item for a review being changed or removed — that breaches platform rules on both sides. Handle the complaint on its own merits, and talk to us separately about the review once it's posted, if it is.
Not on its own — a real customer's frustration with a genuine wait is exactly the kind of opinion Google review policy protects, however it feels to read. We look for a specific breach, not a bad night.
Often not a route on your Google Business Profile at all — a delivery-platform complaint usually needs to go through that platform's own review or support process instead.
Start with the review itself
Use the free check to see whether a legitimate Google route may exist for your situation.