A Restaurant Guide to Review Extortion and Review Bombing
You work hard for every star your restaurant earns. So when a wave of fake reviews shows up out of nowhere, it’s not just annoying—it’s alarming. And unfortunately, it’s becoming more common across the industry.
Recently, several Philadelphia restaurants, including Mish Mish and Ambra, were hit with a sudden surge of one-star reviews followed by demands for payment to remove them. It’s a textbook case of review extortion—and a reminder of how quickly scammers can target hospitality businesses.
If your star rating drops overnight or you receive a message asking for money, gift cards, or anything else in exchange for removing reviews, you’re likely facing the same kind of coordinated attack. Here’s what Marqii wants every operator to know about recognizing, reporting, and fighting back against review extortion and review bombing.
(For more on the Philadelphia case, see the NBC Philadelphia report here.)
Understanding the Threat: Extortion vs. Bombing
Fake reviews happen—but coordinated attacks come with different warning signs. Here’s how to tell what you’re dealing with:
Your Immediate Action Plan: What Not To Do
When under attack, your first instinct might be to panic or try to negotiate. Resist this impulse. The wrong move can make the situation worse.
- Do Not Pay the Ransom: Paying doesn’t solve the problem—if anything, it puts a bigger target on your back. Scammers often share the information of businesses who pay.
- DO Not Respond to the Extortionist: Avoid replying to the email or message. Responding confirms the contact is active and encourages more attempts.
- Do Not Engage in a Public Debate: Posting emotional or defensive responses to obvious fake reviews can make things messier. Keep it professional, brief, and only respond once you’ve begun the reporting process.
The Steps to Fight Back and Build Your Case
A calm, well-documented response is the best way to get these reviews removed quickly.
Step 1: Document Everything
Create your “case file” before submitting anything.
- Screenshot each fake review (full-screen with date, time, and reviewer).
- Screenshot the extortion message—this is the most important piece of evidence.
- Create a simple timeline: When the first review hit, when the message arrived, and the volume/frequency of reviews.
Step 2: Report the Extortion Directly to Google
Google has a dedicated, high-priority form specifically for review extortion. Don’t just rely on “Flag as inappropriate.”
- Use the official Google extortion reporting form
- Be specific: Include your timeline and screenshots.
- Follow up: These cases go straight to Google’s Trust & Safety team, which is typically the fastest route to removal.
Step 3: Contact the Marqii Team
You’re not in this alone. Your Marqii team is your partner in reputation management. We are here to help you navigate this stressful situation.
Reach out to your Marqii contact if you think you are being targeted.
Your Marqii support team can:
- Help strategize your public response so it stays professional and still protects your brand.
- Package and format your evidence in a way that gets platforms to take action quickly.
- Guide your long-term reputation strategy, so your real customer feedback continues to outweigh the noise.
Future-Proofing Your Reputation: Stay One Step Ahead
Strong, consistent online engagement is the best buffer against isolated attacks.
- Build a steady stream of genuine reviews: Ten fake one-star reviews hurt a lot less when you have hundreds of five-star reviews from real guests. Use your Marqii tools to encourage guests to leave feedback politely and consistently.
- Monitor your reviews daily: A quick daily check helps you catch suspicious activity early, which makes removal faster.
- Set up alerts: With Marqii, you can automatically flag new 1-star reviews so you’re never surprised—whether the review is fake or a real opportunity to win back a guest.
If you ever feel like something isn’t right with your reviews, reach out to your Marqii team right away. We’re here to keep your digital reputation just as strong as the hospitality you deliver every day.
Not a Marqii client yet? Our team is here to help you protect your reputation, stay ahead of review attacks, and strengthen your online presence from top to bottom. Reach out to learn how we can support your restaurant.
