Why Google Is Removing Legitimate Reviews – and What You Can Do About It

You’re not alone if you’ve noticed that some of your business’s legitimate reviews have disappeared from Google. This issue has been increasingly affecting businesses across the globe, leaving many frustrated and confused. While Google’s efforts to combat fake reviews are commendable, their approach can sometimes catch authentic reviews in the crossfire. Let’s explore why this is happening and what steps you can take to address it.

Understanding the Review Deletion Problem

Google is leveraging advanced AI to identify and remove fraudulent reviews. This system is trained to flag reviews that match specific patterns, such as overly generic content, irrelevant information, or potential conflicts of interest. However, this process isn’t perfect. According to industry insights:

• Recent data shows that 5-star reviews are the most affected, accounting for approximately 73% of deleted reviews. These are often flagged due to minimal content, a lack of photos, or suspicion of being fake.
• Reviews without responses from business owners are 66% more likely to be removed than those with replies, suggesting that engaging with your reviewers can protect your feedback.
• 3-star and 4-star reviews tend to be the least affected, as they often appear more neutral and authentic to Google’s AI.

This has left businesses scrambling to understand why legitimate reviews are disappearing and how to protect their online reputations.

If your business has been affected, it might be time to review your digital marketing strategy to ensure your online presence remains strong despite these changes.

Why Google’s AI Flags Reviews

Google’s AI review system uses several criteria to identify and remove potentially fraudulent content:

1. Minimal or No Content: Reviews with only a 5-star rating and no written feedback are often flagged as spam.
2. Off-topic Feedback: Reviews that don’t directly relate to the business or its services will likely be removed.
3. Conflict of Interest: A Gmail account used for the review may be flagged if it is linked to someone associated with the business (e.g., an employee).
4. Geographical Discrepancies: For example, a review of a cafe in Darlinghurst, Sydney, posted by a user in Vietnam, raises red flags, especially if the user hasn’t been to Sydney!
5. No Photos or Details: Reviews lacking photos or descriptive content are deemed less trustworthy.
6. AI-Generated Reviews: Using AI tools to generate reviews is a big no-no. Google’s algorithms are becoming increasingly adept at identifying reviews that lack human authenticity, such as overly polished language, generic phrases, or repetitive patterns. Businesses that resort to AI-generated reviews risk having all their reviews flagged and their Google profile penalised.

These criteria are part of Google’s larger effort to combat fake reviews and enhance user trust. However, this “numbers game” approach often sacrifices a portion of legitimate reviews in the process.

How to Minimise the Risk of Losing Reviews

While you can’t control Google’s algorithms, there are several proactive steps you can take to protect your reviews:

1. Encourage Detailed Reviews
   When asking customers to leave a review, guide them to include specific details about their experience. For example, “We’d love to hear what you enjoyed most about our service or product.”
2. Respond to Reviews
   Engage with all reviews, whether positive or negative. A thoughtful response shows that your business values customer feedback and can help authenticate the reviews in Google’s eyes.
3. Avoid Overloading on 5-star Reviews
   While positive reviews are great, a mix of ratings (e.g., 4 and 5 stars) with well-written feedback appears more credible.
4. Verify User Location
   Politely remind customers to review businesses they’ve genuinely visited and ensure their accounts are geographically aligned with their activity.
5. Ask for Visuals
   Suggest that customers attach photos of the product or service to their reviews. Visual content adds authenticity and makes reviews less likely to be flagged.
6. Avoid AI for Reviews
   Authenticity is key. Ensure that all reviews are genuine and written by actual customers. Using AI-generated content for reviews is against Google’s guidelines and could lead to penalties.

What to Do If Your Reviews Are Deleted

If you suspect Google has removed legitimate reviews, don’t panic—there are steps you can take to appeal and potentially restore them:

1. Screenshot Reviews Before Posting
   Encourage customers to take screenshots of their reviews before submitting them. If they are removed, this documentation will prove their legitimacy.
2. Submit a Review Reinstatement Request
   Google provides a Review Reinstatement Request Form for appealing the removal of legitimate reviews. To do so, you must provide detailed evidence, such as screenshots and contextual information about the review.
3. Reach Out to Google Support
   Use the Google Business Profile Help Centre to communicate your concerns directly with Google’s team. Persistent follow-ups often yield better results.
4. Encourage Repeat Reviews
   If a customer’s review was removed, politely request that they resubmit it with more details or visuals. This can help pass Google’s stricter review guidelines.

The Impact of Reviews on Your Business

Online reviews are critical for today’s businesses. According to BrightLocal’s research, 91% of consumers read online reviews before purchasing. Losing legitimate reviews can tarnish your reputation and deter potential customers. You can maintain a robust online presence by implementing strategies to safeguard your reviews and acting quickly when issues arise.

If your business is struggling to maintain a strong online reputation, working with an experienced PPC advertising agency can help improve your digital marketing efforts and balance your review strategy with other lead-generation tactics.

Moving Forward

Google’s review system aims to prioritise authenticity, but the occasional removal of legitimate feedback is a side effect of this process. You can protect your business’s reputation by fostering detailed and engaging reviews, promptly addressing concerns and appealing unjust removals.

Remember, every review tells a story. Take control of your narrative by staying proactive and informed.