Your a business owner and have spent seven years building up 90+ Google reviews. Then one day, they all disappeared without warning… Yes, this is happening.
The problem isn’t isolated – Over the past few days we have seen businesses of all types – from healthcare providers to online stores – are losing their Google reviews and in large quantities.
Google’s recent Business Profile algorithm updates have caused thousands of legitimate reviews to vanish from business listings and it seems to be continuing (to date).
Update Feb 12th: Google Have Released A Statement
“GBP Review Count Known Issue Update Known Issue
Victoria Kroll, Google Employee Said –
We’re aware of an issue affecting some Google Business Profiles, causing some profiles to show lower-than-actual review counts due to a display issue. The reviews themselves have not actually been removed. We’re working hard to resolve this and restore accurate review counts as quickly as possible. We appreciate your patience and will share updates on this thread as they become available.Before reporting missing reviews, please note that there are several reasons why reviews may be removed from maps. Usually, missing reviews are removed for policy violations like spam or inappropriate content.
Read more about our Review policy guidelines here before proceeding. You can also refer to the Help Center Article for more information.”
Benjamin Paine – Managing Director of Digital Nomads HQ marketing agency said this: “As of today we have seen some companies start to regain some of their “lost” google my business reviews – whether this is due to submitting an appeal or that Google is reversing the actions… we are unable to tell currently”.
Why Google Reviews Suddenly Disappear
Google changed its review system in November 2023. The company switched to continuous updates instead of announced rollouts. Many businesses across the globe soon noticed their review counts dropping suddenly.
Recent Algorithm Changes
The new algorithm now values quality over quantity, prioritising authentic and detailed reviews. Google’s improved filtering system now checks all reviews automatically before they show up. Reviews can disappear anytime if the system flags them as suspicious.
Common Policy Violations
Reviews that break Google’s content guidelines don’t last long. Here are the main violations that lead to removal:
- Spam or fake content from multiple accounts
- Reviews containing URLs or promotional material
- Content with profanity or harassment
- Reviews from current or former employees
- Incentivised or paid reviews
- Reviews posted from business locations
Technical Glitches
Reviews can vanish due to technical problems too. Changes to business profile details like address updates or profile mergers can hide reviews temporarily. Reviews might also disappear when profiles get suspended or during system updates.
Businesses that lose their reviews should start by appealing through Google Business Profile support. All the same, getting new authentic reviews works better than trying to get old ones back. Google’s team usually responds to appeals within 48 hours.
Check If Your Reviews Were Removed Correctly
The first step to get back lost reviews is to check if Google removed them properly. Businesses need to look at two significant parts of their profile.
Review Google’s Content Guidelines
Google’s spam detection algorithm automatically removes reviews that don’t follow their policies. The platform enforces these guidelines strictly to keep feedback trustworthy and helpful. Google will not bring back reviews that break their policies.
Key violations that trigger review removal include:
- Reviews from the same IP address as other reviewers
- Multiple reviews from one person on different dates
- Blank Google profiles with no other activity
- Reviews offering or mentioning incentives
- Content containing URLs or promotional material
Verify Account Status
Profile status problems often cause review visibility issues. Business owners should check their Google Business Profile status regularly. Profile statuses include:
- Suspended: Profile breaks Google policies, making reviews unavailable
- Pending Verification: Verification process incomplete
- Processing/Pending: Successfully verified but listing unpublished
- Disabled: Profile disabled for quality violations
When reviews vanish even after following guidelines, submit an appeal through Google Business Profile support. Support teams process reports within 72 hours. You should focus on getting new, authentic reviews to maintain your online presence.
Note that Google doesn’t step in when businesses and customers disagree about facts. Reviews are removed only when they break policies, not because of personal disputes about customer experiences.
Steps to Recover Lost Reviews
Google launched a dedicated form in early 2022 to help businesses recover their missing reviews. This new system provides a well-laid-out approach to review recovery.
Contact Google Support
The recovery process starts with Google’s support form. Here are the steps you need to follow:
- Visit support.google.com/business/gethelp
- Select your business from the dropdown menu
- Type ‘Missing Review’ in the help field
- Choose ‘Review Missing’ under issue description
- Complete the required form fields
Submit an Appeal
Google takes 7-10 business days to assess most cases. Businesses should follow these guidelines:
- Wait at least three days after the original report to submit an appeal
- Include the reviewer’s Google account name instead of customer names
- Keep communication professional and highlight policy violations
- Send review screenshots when responding to rejection emails for internal escalation
Document Your Case
Strong documentation helps strengthen your case. Ask reviewers to follow these steps for filtered reviews:
- Open Google Maps App
- Click the ‘Contribute’ button
- Select ‘View your profile’
- Take screenshots of their review
Your next step after 10 days without resolution is to create a new thread in the Google Business Profile forum. Make sure to include your case ID, business name, Maps URL, and review screenshots. Businesses with reinstated suspended profiles have a few weeks to ask for review recovery.
Note that Google’s algorithm updates affect review visibility. While working on recovery, you should focus on gathering new, authentic reviews to maintain your online presence.
Prevent Future Review Losses
Your online reputation depends on how well you manage reviews. Businesses need to adapt to Google’s evolving review system to keep their digital presence strong.
Follow Review Collection Best Practises
We focused on getting real reviews through proper channels. Google uses advanced filtering systems to fight fake and spam reviews. Here’s how to keep your reviews legitimate:
- Don’t collect reviews from your office IP address
- Send review requests to customers’ personal devices
- Never offer incentives for positive feedback
- Skip asking friends, family, or employees for reviews
- Document genuine customer interactions
Research shows 93% of consumers expect businesses to respond to their reviews. Quick and professional responses to feedback build your reputation and encourage others to share their experiences.
Monitor Review Status Regularly
Regular review monitoring helps you spot problems early. The Reviews Management Tool in Google Business Profile lets you:
Track review status with detailed verdicts:
- Decision pending: Flagged reviews awaiting assessment
- Report reviewed – no policy violation: Checked reviews meeting guidelines
You should segment reviews based on customer satisfaction and service areas to find trends that need attention. This helps you improve service quality and maintain a strong review profile.
Review visibility needs constant attention. The Google Review Management Tool helps businesses track flagged reviews and their status. Your responses to reviews show customers you value their feedback, which can motivate future customers to share their experiences.
Note that you should check your business profile often since inactive listings can affect review visibility. These preventive steps create a green approach to review management that protects your online reputation.
Conclusion
Google’s Business Profile algorithm updates have recently deleted legitimate reviews from thousands of business listings. These changes affect businesses of all types, and learning about why reviews get removed can help create a strategy to get them back.
Missing reviews? Check if your business follows Google’s content guidelines first. You can then ask Google Business Profile support to review your case. Getting new, authentic reviews works better than waiting to recover the ones you lost.
Here’s what you need to do to keep your future reviews safe:
- Don’t collect reviews from business IP addresses
- Skip incentives for feedback
- Keep records of real customer interactions
- Use Google’s Review Management Tool to check review status often
Your review collection and management process needs to stay consistent. Instead of worrying about lost reviews, focus on building your review profile with genuine customer feedback. Good record keeping, regular checks, and following Google’s rules will help your business stay visible online despite any algorithm changes.
