How to Remove Fake Reviews From OpenTable

In today’s digital-first restaurant industry, online reviews have become a critical factor in a business’s success or failure. For restaurant owners, OpenTable serves as both an essential reservation platform and a powerful review site that can significantly influence potential diners’ decisions. Negative reviews—especially false or defamatory ones—can devastate a restaurant’s reputation before customers ever taste the food.

This comprehensive guide will help restaurant owners understand the impact of OpenTable reviews, identify problematic content, and take effective action to remove false or defamatory reviews that could harm their business.

Why OpenTable Reviews Matter for Your Restaurant

OpenTable has established itself as one of the most influential platforms in the restaurant industry, with millions of diners using it to discover new restaurants and make reservations. The platform’s review system plays a crucial role in this discovery process.

Research shows that 94% of diners consult online reviews before choosing a restaurant, and 33% of customers won’t patronize a business with less than a 4-star rating. For restaurants on OpenTable, these statistics translate directly to revenue impact. Each star in a restaurant’s rating can affect revenue by 5-9%, making the management of your OpenTable reviews a business-critical function.

Unlike some review platforms where anyone can post, OpenTable only allows verified diners who have honored their reservations to leave reviews. While this provides some protection against random fake reviews, it doesn’t eliminate the possibility of false or defamatory content appearing on your restaurant’s profile.

Distinguishing Between Negative and False Reviews

Before taking action, restaurant owners must understand the important distinction between reviews that are merely negative and those that are actually false or defamatory.

Legitimate Negative Reviews

Legitimate negative reviews, while potentially harmful to your business, are protected forms of expression. These reviews:

• Express subjective opinions about food quality, service, or ambiance
• Describe a genuinely poor experience the diner had at your restaurant
• Contain criticism that, while harsh, is based on the reviewer’s actual experience

These reviews, though unpleasant, generally cannot be removed simply because you disagree with them. They represent protected speech and attempting to remove them could potentially create additional reputation problems.

False or Defamatory Reviews

In contrast, false or defamatory reviews contain statements that are demonstrably untrue and harmful to your business. These might include:

• Claims about food safety violations that never occurred
• Allegations that the restaurant engaged in discriminatory practices
• Assertions about finding foreign objects in food when no such incident was reported
• Reviews from individuals who never actually dined at the restaurant

These types of reviews go beyond protected opinion and enter the territory of potential defamation, giving you stronger grounds for seeking their removal.

Comprehensive Steps to Remove False Reviews from OpenTable

When you identify a false or defamatory review on your OpenTable profile, follow these detailed steps to address the situation effectively:

1. Document Everything Thoroughly

Before taking any action, create a complete record of the problematic review:

Take screenshots of the entire review, including the reviewer’s username, date posted, and any responses already made. Save these files with clear naming conventions that include dates and relevant details. If the review mentions specific incidents, gather evidence that contradicts these claims, such as security footage, staff statements, or reservation records.

This documentation serves two crucial purposes: it preserves evidence that might later be removed, and it provides necessary support for any formal complaints you file with OpenTable or legal authorities.

2. Respond Professionally to the Review

Even when facing a clearly false review, your public response matters tremendously. Craft a response that:

Acknowledges the reviewer’s concerns without admitting fault for things that didn’t happen. For example: “We take all feedback seriously and have thoroughly investigated your claims.”

Politely corrects demonstrable factual errors: “Our records indicate that the incident you described could not have occurred as stated, as our restaurant does not serve the dish mentioned.”

Invites further dialogue through private channels: “We would appreciate the opportunity to discuss your experience directly. Please contact our management team at [email address].”

Remains professional regardless of how inflammatory the review might be. Remember that your response is visible to all potential customers and reflects on your business’s professionalism.

A well-crafted response serves multiple purposes: it signals to other readers that the review may not be accurate, demonstrates your commitment to customer service, and creates a record of your attempt to address the situation reasonably.

3. Report the Review Through OpenTable’s Official Channels

OpenTable provides specific mechanisms for disputing inappropriate reviews:

Log into your OpenTable restaurant management portal and navigate to the review management section. Locate the specific review in question and use the “flag” or “report” option (the exact terminology may vary based on OpenTable’s current interface).

When reporting the review, be specific about which aspects violate OpenTable’s terms of service. Rather than simply stating “this review is false,” provide concrete evidence. For example: “This review claims our restaurant served shellfish in a dish that has never been on our menu, as evidenced by our complete menu history attached.”

Include any relevant documentation that supports your claim, such as reservation records showing the reviewer never dined at your establishment or menu information contradicting specific claims.

OpenTable’s content guidelines prohibit reviews that contain factually inaccurate information, so frame your complaint in terms of these specific violations rather than simply objecting to negative feedback.

4. Follow Up Strategically

After submitting your initial report to OpenTable:

Keep a detailed log of all communications with OpenTable, including dates, times, and the names of representatives you speak with. If you don’t receive a response within 5-7 business days, follow up through multiple channels, including:

• A second submission through the reporting system
• Direct contact with your OpenTable account manager if you have one
• OpenTable’s customer service phone line

In your follow-up communications, reference your previous report by date and any case number provided. Remain professional but persistent, emphasizing the factual basis for your complaint and the potential damage to your business.

5. Escalate Appropriately When Necessary

If initial reporting efforts don’t resolve the issue, consider these escalation options:

Request a Review from a Supervisor: Ask that your case be escalated to a supervisor or manager within OpenTable’s review management team. Higher-level staff often have more authority to make exceptions or handle complex cases.

Utilize OpenTable’s Restaurant Success Team: If you have an assigned account representative, engage them directly in resolving the dispute. These team members have a vested interest in maintaining positive relationships with restaurant clients.

Consider Legal Notification: In cases of clearly defamatory content, having an attorney send a formal letter to OpenTable’s legal department can sometimes expedite review removal. This approach signals that you’re serious about protecting your reputation and may prompt a more thorough review of your case.

Legal Options for Addressing Defamatory Reviews

When platform-based solutions prove insufficient, legal remedies may become necessary:

Cease and Desist Letters

A cease and desist letter from an attorney represents a formal warning that legal action may follow if the false review isn’t removed. These letters typically:

Identify the specific defamatory statements in question and explain precisely why they are false. Outline the potential legal claims the reviewer may face, such as defamation, libel, or business disparagement. Request specific actions (removal of the review, public retraction, etc.) within a defined timeframe.

When sent to both the reviewer (if identifiable) and OpenTable, these letters often succeed in resolving the situation without court involvement. The formal legal letterhead and professional language signal that the matter has escalated beyond a simple customer service issue.

Subpoenas to Identify Anonymous Reviewers

When dealing with anonymous reviewers posting false content, you may need to:

File a petition for pre-litigation discovery (sometimes called a “John Doe” lawsuit) requesting the court to order OpenTable to reveal the reviewer’s identity. Demonstrate to the court that you have a legitimate defamation claim that requires knowing the reviewer’s identity to proceed.

This process varies by jurisdiction but typically requires showing that:

• The statements are potentially defamatory (not just negative opinions)
• You have made reasonable efforts to identify the reviewer through other means
• The need to identify the reviewer outweighs privacy concerns

Defamation Lawsuits

A defamation lawsuit may be appropriate in cases of serious and damaging false reviews. To succeed, you’ll typically need to prove:

• The review contains false statements of fact (not just opinions)
• The statements are harmful to your business reputation
• The reviewer made these statements with at least negligence regarding their truth
• Your business suffered actual damages as a result

Successful defamation lawsuits can result in:

• Monetary damages to compensate for lost business
• Court orders requiring removal of the defamatory content
• In some cases, requirements for the reviewer to publish retractions

Court Orders for Content Removal

Once you’ve obtained a court judgment declaring content defamatory, OpenTable becomes much more likely to remove the review promptly. The process typically involves:

Submitting the court order directly to OpenTable’s legal department. Following up with reference to specific terms of service that prohibit unlawful content. Emphasizing that the court has already determined the content to be unlawful, removing any need for OpenTable to make this determination independently.

Court orders are particularly effective because they shield the platform from potential liability for removing content, which is often a concern that makes platforms hesitant to remove reviews based solely on a business’s complaints.

Effective Strategies for Preventing False Reviews

While removing false reviews is important, preventing them is even better. Implement these proactive strategies:

Implement Robust Verification Procedures

Work with OpenTable to ensure your reservation system accurately tracks which customers actually dined at your restaurant. Consider implementing a check-in process that verifies diners’ identities against reservations, creating a more reliable record of who actually visited your establishment.

Train staff to note any unusual incidents or customer complaints in real-time, creating documentation that can later help dispute false claims. This contemporaneous record-keeping is far more valuable than trying to reconstruct events after a negative review appears.

Build a Strong Positive Review Profile

Actively encourage satisfied customers to leave reviews on OpenTable by:

Training servers to mention the opportunity to review at the end of positive dining experiences. Including gentle reminders on receipts or follow-up emails after reservations. Offering small incentives (like a discount on a future visit) for leaving any honest review, regardless of rating.

A robust collection of positive reviews creates a buffer against the occasional negative review, making false reviews appear as outliers rather than representative experiences.

Monitor Your Online Presence Consistently

Develop a systematic approach to monitoring your OpenTable profile:

Assign specific staff members responsibility for checking reviews daily. Set up alerts for new reviews when possible. Document patterns in reviews that might indicate coordinated false reviews (multiple negative reviews using similar language in a short timeframe, for example).

Early detection of problematic reviews allows for faster response and increases the likelihood of successful removal.

Maintain Excellent Service Standards

The best defense against negative reviews—false or otherwise—is consistently excellent service:

Implement regular staff training on customer service best practices. Create clear protocols for handling customer complaints in real-time before they become online reviews. Conduct regular quality checks on food and service to maintain standards.

When customers have genuinely positive experiences, they’re more likely to question or discount false negative reviews they see online.

When to Seek Professional Help

While many review issues can be handled internally, certain situations warrant professional assistance:

Signs You Need Legal Counsel

Consider consulting with an internet defamation attorney when:

• Multiple false reviews appear in a coordinated pattern
• Reviews contain serious allegations that could trigger regulatory investigations (health code violations, discrimination, etc.)
• The reviews make specific defamatory claims about owners or staff members by name
• You’ve identified a competitor or former employee as the likely source of false reviews
• OpenTable has refused to remove clearly false content despite multiple well-documented requests

Internet defamation attorneys specialize in this niche area of law and understand the nuances of working with review platforms. They can often resolve situations more quickly than general practice attorneys.

Need Experienced Help With False OpenTable Reviews?

If you’re struggling with false or defamatory reviews that are damaging your restaurant’s reputation, the internet defamation attorneys at Minc Law can help. Our experienced team specializes in removing harmful online content and protecting businesses from digital attacks.

Contact Minc Law Today for a confidential consultation to discuss your options and develop a strategy tailored to your restaurant’s needs. Don’t let false reviews harm your business—take action now.