Here’s how you can manage such a situation:

If you believe a review is inappropriate, such as coming from a competitor or containing spoilers, you can flag it directly from your Google Business Profile. When flagging, clearly explain why the review violates Google’s guidelines, focusing on its inauthenticity or relevance.

If flagging doesn’t resolve the issue, reach out to Google’s support for more personalized assistance. They might require more evidence or details about why the review should be removed.

Sometimes, responding directly to the review can mitigate its impact. If the review contains spoilers, your response can gently guide potential customers to avoid reading it for their own enjoyment. However, do not engage in arguments or negative language.

If you can prove that reviews are being left by competitors or are part of a concerted effort to damage your reputation (like in cases of review bombing), consider legal avenues or sending a cease and desist letter through a lawyer.

Counteract negative or spoiler reviews by encouraging satisfied customers to leave reviews. This can dilute the impact of any single negative review. You might do this through email campaigns, in-store prompts, or mentions on receipts.

Ensure your Google Business Profile is fully optimized with accurate information, regular posts, photos, and service updates. A well-maintained profile can overshadow negative content.

If the spoiler review has some merit (e.g., it’s not about service but about a product or event like a movie or book), acknowledge it in a way that shows your business values customer feedback but gently steers readers away from spoilers for others’ sake.

Use your website, social media, or email newsletters to educate customers about how to leave genuine reviews, subtly discouraging practices like leaving reviews with spoilers or for services not used.

Keep an eye on new reviews and customer feedback across platforms. Use insights gained to adapt your business practices or customer service, showing responsiveness to criticism.

Enhance your SEO strategy to ensure that your business appears in local search results for relevant keywords. Positive SEO can help in showcasing your business more favorably in searches.

If the reviews involve defamation or are part of a coordinated attack, consulting with a legal expert might be necessary to explore options like defamation lawsuits or formal complaints.

Remember, while you can flag and respond to reviews, Google’s review system is designed to prioritize genuine user experiences. Therefore, focusing on genuine customer service improvements might be just as crucial as managing individual reviews. Always approach review management with professionalism, understanding that part of handling negative feedback is about showing potential customers how you deal with criticism.