Concern About Review Moderation – Was My Honest Feedback Wrongly Filtered?

Dear Local Guides community and Google team,

I’m writing to express my concern about Google’s moderation policies after my recent review was hidden by automated filters. I believe it was a fair and honest account of my personal experience, and I’d like to understand why it might have been flagged.

The review in question was about a local business where I witnessed an employee mistreating an animal (a dog walker kicking a dog). I clearly stated it was my firsthand observation, avoided direct accusations or threats, and simply shared my opinion to warn other pet owners. Moreover I have photo proofs of that, however did not post it to public and can share only to business owner if they request it for internal investigation. I’ve reviewed Google’s guidelines, including the Common Review Violations post, and I don’t see how my feedback violates them. It was not offensive, exaggerated, or baseless—just an honest warning based on what I saw.

As a long-time Google Maps user and Local Guide, I’ve contributed many reviews—both positive and negative—across different countries, always striving to be factual and fair. This situation makes me question the transparency of Google’s moderation: if genuine, non-violating reviews are hidden, how can users trust the overall reliability of reviews on the platform?

I’d appreciate any clarification on why my review was removed and whether this aligns with Google’s stated policies. I care deeply about maintaining trust in the review system and hope Google does, too.

Thank you for your time and attention.

2 Likes

I’m having a similar issue. My review, which was posted by the Google team, was removed after the company’s lawyer called me. There is no response to my review from the business.

1 Like

Yeah, seems like all reviews which are not aligned “with a general party line” will be hidden. Such a non sense

The issue @weterock is that although you experienced the event, you are not a customer of the business so your review is not valid.

Paul

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Sorry in the guide I have not seen a point that I must be a customer to leave a review. But it is completely true and I did not try to hide it. However as I can see in your policy review should be based on personal experience which pretty much so and again want to highlight I have a proof of my words as a photo. Sorry, I do understand google and why it wants to restrict non customers reviews, however that was pretty sensitive for me as I hate animal abusers but in Dubai I am just a tourist so not sure what legal actions I can take against this firm. But google review can be a driver point for them to change an attitude to personal they hire. As I violated your policy there is nothing I can do more and it is pretty sad. In any case thank you for clarification

The comments I have made to businesses I am a customer of have also been removed from publication many times. It’s hard to relate it exactly to that.