Feb 21, 2023
Missing review and star rating
We are a small travel agency concentrating on the travelers 50+ years old. Google reviews are very important to us and not an easy task, since most our clients are 60+ years. Recently we had a great group of travelers that are willing to write reviews of the service they have received, but the reviews are not showing up on our Google Business profile. We have received an email from Google 02.15.23 saying that we have received a 5 star rating, but when I open our companies Google business there is not rating there. Find the attached email.
Moreover, another client wrote a long and thorough review and posted some photos on 02.15.2023. The photos are showing up, but the review is not. Please, find attached screenshot from her account, showing that the review is not approved. I have read your guidelines and tips from the community, but non of the solutions are working. I was wondering if you can help me to get the reviews showing?
Our business name is Thaiplus AS
Address: Longebakke 40, 4042 Hafrsfjord, Norway
Google maps address https://www.google.com/maps/place/Thaiplus+AS/@58.9569117,5.666208,15z/data=!4m2!3m1!1s0x0:0x91db449583ee0b14?sa=X&hl=en&ved=2ahUKEwie8qn7qaf9AhVZlGoFHfViAFwQ_BJ6BAhrEAk
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Thaiplus
Thanks for your information.
Here is Google's statement on your missing reviews:
Google aims to protect you and your customers as well as to provide a fair environment for business owners and users. To achieve that, Google removes reviews that violate its policies, such as reviews that contain inappropriate content, advertising, are abusive, off-topic, or have a conflict of interest.Learn about our review policies and our Maps user generated content policy .
Google also reserves the right to temporarily disable user created content for business profiles and business categories to prevent abuse. These measures help ensure that reviews on Google properties are relevant, helpful, and trustworthy. Further information on how review moderation works.
****
I have escalated your case. As the next steps, it'll be reviewed and I'll share an update as soon as I hear back from them with a decision. Thanks for your patience!
Mike
PS If you found any of these answers to be helpful or would be helpful to other readers please "recommend" them. Thanks.
Original Poster ThaiPlus AS marked this as an answer
I will try one more time.
Original Poster ThaiPlus AS marked this as an answer
All Replies (4)
Mar 1, 2023
Thank you so much for your help. I have asked Bente to remove the pictures. She did it few days ago, but the review is still not showing up. Do you have any other suggestions? Thank you. I truly appreciate your help!
Best regards,
Indre
Mar 1, 2023
Mar 2, 2023
Thaiplus
Thanks for your information.
Here is Google's statement on your missing reviews:
Google aims to protect you and your customers as well as to provide a fair environment for business owners and users. To achieve that, Google removes reviews that violate its policies, such as reviews that contain inappropriate content, advertising, are abusive, off-topic, or have a conflict of interest.Learn about our review policies and our Maps user generated content policy .
Google also reserves the right to temporarily disable user created content for business profiles and business categories to prevent abuse. These measures help ensure that reviews on Google properties are relevant, helpful, and trustworthy. Further information on how review moderation works.
****
I have escalated your case. As the next steps, it'll be reviewed and I'll share an update as soon as I hear back from them with a decision. Thanks for your patience!
Mike
PS If you found any of these answers to be helpful or would be helpful to other readers please "recommend" them. Thanks.
Original Poster ThaiPlus AS marked this as an answer
Google has advised me that your review issue has been "resolved". I am not seeing that your reviews have been restored. Sorry about that.
Mike
Mar 7, 2023
Initially when I started the conversation I was concerned about one missing review from Bente and one missing five star rating from Jan Arild.
On 02.15.23 we have received two emails from Google saying that we have received a 5 star rating from Jan Arild, and another saying that we got 2 pictures from Bente but when I opened our companies Google business profile there was no rating there.
Bente has contacted us after she wrote the review and asked if we saw it, that's how I knew about missing review, on the other hand Jan Arild didn't say anything, so I haven't realized that he wrote something.
Yesterday I have contacted both customers and it appears that both wrote and submitted the reviews on the same day. I think you got the message "resolved" because they have reinstated the review from Jan Arild. Now it is showing on our profile. Thank you for that!
But Bentes review is still missing. She has edited the review and deleted almost all pictures. Will that help?
Is it possible to try it one more time?
Can it help if she will delete her old review and write it one more time?
I appreciate you helping us :)
Thank you!
Indre
Mar 7, 2023
I will try one more time.
Original Poster ThaiPlus AS marked this as an answer
Mar 8, 2023
Thank you so much for your help!!! Both reviews have been reinstated and showing on our profile.
Truly appreciate your time and effort.
Indre