Can a Googler please help with technical support - Google Map Reviews

Google Maps tips & tricks
1

Hi all, seeking a Googler who can help me with an issue when posting on Google Maps.

I’ve just spent an hour with Google Support to try and resolve the issue: Case Number 6-6520000029966

Over the last 3-4 weeks, any Review that I post is automatically and instantly flagged as private.

They’re all quality posts and abide by all of the ‘Prohibited and Restricted’ guidelines. It doesn’t make sense and obviously there is a flag at a profile level that is causing this that needs some further investigation please.

History:

In January, I found out that Reviews could be centrally flagged as private.

I manually compared my public profile on incognito mode and my private profile on google maps. It took hours to go through ~2,000 reviews but I was able to identify 84 reviews that were set as ‘private’. I copy and pasted the reviews and venue names into an excel spreadsheet.

After going through the list, there were a small segment (maybe a dozen) where I had been over zealous in describing how good food was with a couple of mild swear words. Overall, not too bad for 4-5 years of posting to have a small segment set to private.

However, the trend occurring across the rest is that they were all blocked when back dating reviews from trips in the recent past. For me, this included my trip to Japan, Melbourne, Lebanon and Newcastle etc…

Super frustrating because they are detailed reviews with quality photos attached. I went and deleted all of these reviews because what’s the point of posting if they’re flagged as private especially when I pay for drive space to store these photos on GoogleMaps.

The problem has since recurred.

2 weeks ago, I was visiting the Sofitel in Sydney. I posted a quality review with images only for it to be blocked immediately. I deleted the post, changed the text and the same thing occurred - instantly!

Last week, whilst I’ve got some time up my sleeve, I was backdating some reviews from my trip to Myanmar in February. There were about 12-16 reviews left over a couple of days and Google Maps blocked ALL of them!

Something is right here and would appreciate some support to investigate especially considering that the reviews abide by all the guidelines. I also have updates to post for my trip to Malaysia and local experiences but hesitant to do so until there is an explanation/guidance on this issue as well as removing the private flags for the recently posted, quality reviews that don’t breach any of Google’s ‘Prohibited and Restricted Content’ Guidelines.

Cheers

-David

I documented all of my 'private' flagged reviews in January. You can observe that they are quality based on the amount of text in each row left as a review.
I documented all of my 'private' flagged reviews in January. You can observe that they are quality based on the amount of text in each row left as a review.1872×1142 1.37 MB
The current comparison between public and private profiles and the difference in review volumes due to reviews being automatically and instantly flagged as private.
The current comparison between public and private profiles and the difference in review volumes due to reviews being automatically and instantly flagged as private.1094×1386 349 KB

16 Likes
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Hi @davo_dw

While is of course possible to have a reviews flagged as private, if violates Local Guides program rules, Local Guides community policy, and Maps user contributed content policy

BTW, due tu the actual worldwide situation, is very possible for your review not to be immediately visible on the POIs. Please read UPDATED: Temporary product changes in Google Maps

This is a decision taken by Google My Business due to the reduced number of personnel at work and the need to prioritize services related to the unprecedented COVID-19 situation.

As you can see on the update "new ratings, reviews and photos are being published on Google Maps.

Since our last update, we have been working to restore the ability for people to contribute to Maps. This functionality will be made gradually available in a limited number of countries and categories.

We greatly appreciate the patience and positivity from our entire community, and we hope you all continue to stay healthy and safe."

So it is very possible that your reviews will restart to appear soon

3 Likes
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Thanks @ErmesT that is super helpful - maybe Google Support should also be equipped with this knowledge to save them time :slightly_smiling_face:

Would still be curious to investigate why chunks of reviews - ie Japan, Lebanon, Melbourne and Newcastle were moderated in the past especially when they don’t violate any of the guidelines BUT I have a feeling that this is a lost cause. A shame because a lot of time went into collating these reviews into lists etc

Appreciate you taking the time to respond and note to self to check T&C updates…

2 Likes
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Hi @davo_dw at the moment all reviews, edits and photos go for moderation. They will get posted eventually. I’ve had some things go through over the last couple of days so they’re still working, just not as efficiently so please don’t be discouraged and keep contributing.

By Google Support - do you mean Google One or Gsuite Support?

Paul

1 Like
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Thanks @PaulPavlinovich , this explains the short term issues. Would still be curious to explore why complete chunks of reviews were moderated over the last 12 months - Japan, Lebanon, Melbourne and Newcastle - but I don’t foresee this getting resolved.

I connected to a Google Expert via my ‘Google One’ access - found it when I was poking around in my profile screens. Didn’t even realise it was a thing before today.

Stay safe and thanks again - Happy Easter

1 Like
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I can’t really answer those ones @davo_dw but if @ErmesT hasn’t already done it I will ask for a Googler to review your profile. Be patient though, the review might have to wait for quite some time. Can you please DM me a link to that spreadsheet where you’ve documented all those that were made private?

Paul

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Hi @davo_dw

If your reviews are long that increases the risk for the AI filters to flag your reviews as spam => set to private.

Most often it is the AI filter that is the problem. Fortunately, if you remove the words that triggers the filter the review turn public immediately (don’t know if that is still the case currently). But some iterative steps where you remove and add back parts of your text can reveal the triggering words.

At least it is worth a try.

Keep a copy of your full review text while playing with the filter.

Hope this helps.

Cheers

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Thanks mate @PaulPavlinovich , it would be great if you could. The incidents in the past are isolated, exclusive and I also deleted the posts.

Currently have ALL the time in the world. Thanks for your help.

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Thanks for your feedback @MortenCopenhagen Out of 2000 reviews, 84 isn’t too bad over a life time of posting.

Because the vast majority are related to times I’ve backdated reviews, as I’ve been on holidays, this seems to trigger the block rather than any length of post issues or breaches of content guidelines. Probably, getting flagged as spam…

It’s also only happened over the 18 months so I’m sure there is something with the Filter that has been changed and now interferes to my detriment. For example:

‘This cafe is set in the most beautiful area of Kyoto. As you walk along a beautifully green, shaded canal, with giant carp fighting the slow tide, you come across this random cafe offering cake, cookies and coffee. The owner is super friendly and the treats are nice (and apparently home made)’

I am open to suggestions on how a review like this triggers a flag to be set as private…? 95% of the flagged reviews are around this length and use the same language which is no different to any other post I leave…

In some instances, I copied and posted the exact same text that was flagged for the same venue, deleted the review and reposted without issues.

Another learning - if you’ve had a flagged review on a closed business, there will always be discrepancy between your private and public review count - it is killing my OCD…

Cheers and Happy Easter

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Hi @davo_dw

I don’t see what should trigger the filter in your text.

But please be careful with copy pasting text since reusing text (and photos) across places is a known no-go.

And you are right 80 out of an impressive 2000 should not trigger your ocd. Just let it go. At least as long as Google is not providing us with better tools to find private reviews we can certainly relax.

Cheers

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Thanks @MortenCopenhagen to be clear, I wasn’t copying across places and recycling the same content across different reviews. It was simply to test the same review on the same venue which is what highlighted that there’s an issue outside of the contents of the content… in other words, the content is not triggering the block flag.

Better tools come from understanding user experience and feedback so I hope my findings can be taken into consideration for future enhancements :slightly_smiling_face:

I am glad that it is going to be easier to find private reviews, you and I had this conversation at the time, but it took HOURS to sort through them. The side benefit was that I created a whole heap of lists from places that I visited before lists were introduced - Turkey, China, Mongolia and Malta - ahhhh how I miss travel!

So hello to our Australian Princess in Denmark if you see her!

1 Like
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All is good, @davo_dw

The Tassy princess lives only about 300 meters from here, but I never run into her though!

Cheers