To the Google Maps Team and the Local Guides Community,
I am writing this as a Level 8 Local Guide. For years, I have dedicated my time and effort to providing high-quality contributions—sharing photos, answering questions, and writing honest reviews to help users worldwide make informed decisions.
However, today I have decided to permanently stop providing any further contributions to Google Maps.
This decision comes after one of my honest reviews was removed following a ‘defamation’ complaint by the business owner. I find it unacceptable that Google allows business owners to use the reporting tool as a form of censorship to silence legitimate, negative customer experiences.
As a high-level contributor, I have always acted with integrity. Seeing my voice erased without a proper investigation into the facts—simply because a business owner cannot accept a critical review—undermines the very foundation of trust between Google and its voluntary contributors. If Google’s policy prioritizes protecting a business’s image over the freedom of speech and the truth of the experience, then the entire review system loses its public value.
I will keep my Google account for personal use, but from this moment on, I will no longer provide any voluntary data or feedback. A system that fails to protect the people who build it with quality content is a system that loses its credibility.
Hi @Giacomo1
I am sorry about your experience, that is unfortunately caused by the fact that Google in Germany has to follow the Laws of the country, also about defamation.
Many businesses are trying to take advantage of this, asking to take out for defamation all the review that they don’t like.
However, as according to the same law the business has the burden of proof, it is possible to have the review republished by following the steps mentioned here by @MortenCopenhagen : How to appeal when Google takes down your German reviews
Normally, after responding to the email that Google sent to you, if you have enough evidences that you’ve been there, the review is reinstated.
After that, it’s up to the business going to an expensive legal trial against Google and having to prove that your review it is indeed defamation
Thank vou for the detailed explanation, but I have decided not to take this any further. Honestly, I no longer wish to waste my valuable time on Google Maps under these circumstances.
I find it absurd that a user. who contributes for free to improve the olatform, must then deal with bureaucratic hurdles or leaal 'battles just because a business tries to erase egitimate criticism by exploiting local aws. Gooqle already possesses all the necessary evidence: my review was written while I was physically at the ocation, my location history confirms my presence, and I even uploadec original photos taken on-site,
If Google’s algorithm and databases are unable to cross-reference this data to automatically protect an honest contribution, then the system is deeply flawed. It makes no sense for me to provide further proof of a truth that Google already has on its servers. My journey as a Local Guide ends here: I find no motivation in dedicating time to a service that. when faced with the claims of an unfair business, fails to protect its users and instead demands more work from them."
Hi @Giacomo1 ! I’m sorry about what happened. However, I would make one last attempt, the one @ErmesT suggested. First of all, if they approve the appeal, your account will benefit, too. Secondly, if many loyal users take the extra step of appealing after a review isn’t published, it’s very likely that Google’s algorithm will also be activated to check the business owner’s comments and conduct. I understand the frustration, but it’s in times like these that we can best consolidate our LocalGuide mission. And as you can see, if you need help, there’s always someone here on Connect ready to lend a hand and offer further suggestions.
I fully understand your frustration, @Giacomo1 , and I fully agree with you.
The provide a detailed explanation about the issue, and how to appeal.
I think you should not give up, and appeal as mentioned in the above link, to continue to raise the attention about this abusive activity taken by the businesses.
My hope is that in the future Google will change the approach, asking to the business to provide an evidence of what they declare, not to the customers.
Hi everyone! I see so many of you encouraging me not to give up—thank you for the support! I’ve decided to follow your advice and I just filed an appeal. I’m posting what I wrote below, hoping it works out!
Subject: Appeal against Review Removal – Evidence of Authentic Customer Experience
To the Google Maps Support Team,
I am writing to formally appeal the removal of my review for the restaurant XXXXXXX X.
The business owner has flagged my review for “defamation.” However, I wish to clarify that this claim is entirely false and serves only to suppress a legitimate, fact-based customer experience. I would like to highlight the following points:
Proof of Visit: Contrary to the owner’s false claims, I was a customer at this establishment. Attached to this appeal, you will find a copy of my payment receipt (EC card transaction), which clearly verifies my visit on 30.03.2025.
Compliance with Guidelines: My review does not contain offensive language, personal attacks, or any violations of Google Maps’ policies. It is an honest account of my experience as a consumer.
Misuse of Reporting Tools: The business owner has provided false information to Google by claiming the review is defamatory. This is a clear attempt to manipulate the rating system and hide genuine feedback.
Request:
I kindly request that you reinstate my review. Furthermore, I urge you to investigate and issue a warning to the business owner for providing false statements and abusing the reporting system.
I have attached the proof of payment to this communication. Thank you for your time and for maintaining the integrity of Google Maps reviews.
Thank you @Giacomo1 for taking action about that.
It’s great that you have a receipt, because the classic statement by the business is “you were not our customer”.
Please keep us updated
Hi again, @Giacomo1
Thanks for flagging as a solution my previous reply. However, as it’s not the “solution” for your issue I want to inform you that I am removing it.
Feel free, once your review will be published, to flag as a solution the suggestion to appeal, because this may help others with the same problem.
Google finally reinstated my review! I was about to give up after the owner’s false defamation claim, but the amazing community at Google Maps Connect gave me the strength to appeal. I proved I was there and that my review was true. I hope Google starts sanctioning those who abuse the system. Thank you all for your support!
I think, this is the most important point to remember, @Giacomo1: Whenever planning to write a review, make sure to keep the bill and/or other proofs you really did visit that place and when.