Navigating Google Reviews: Why Some Disappear and Others Don’t Belong

Dealing with Google reviews can feel like a roller coaster for business owners. Positive reviews can be a huge boost, but what about when they suddenly vanish? Or when a completely random, irrelevant, or even malicious review appears on your profile? It can be frustrating, confusing, and sometimes harmful to your reputation. Understanding why this happens—and what you can do about it—can help you better manage your online presence and maintain trust with your customers.

The Case of the Missing Good Review

So, a customer wrote a glowing review, but now it’s gone. Why does this happen? Google’s review system relies on automated filters to detect spam, fraud, and policy violations, but sometimes, legitimate reviews get caught in the net. Here are some of the most common reasons why a positive review might disappear:

1. Google’s Spam Filters Mistakenly Flag It

Google’s automated review detection system works hard to prevent fake reviews, but it isn’t perfect. Some common phrases can mistakenly trigger spam filters, even if they come from a real customer. Examples include:

• “Working with [Your Business Name]’s team was great!” – The wording might resemble an employee review.
• “[Your Business Name] always does a great job.” – Sounds like an internal endorsement rather than a customer testimonial.
• “[Your Business Name] is the best!” – Overly enthusiastic and generic language might make the algorithm suspicious.

2. The Customer’s Google Account Raises Flags

Certain customer behaviors can cause their reviews to be removed:

• New or Inactive Accounts – If a reviewer has little to no prior activity on Google, their review might not be trusted.
• High Review Volume – If a customer posts multiple reviews for different businesses within a short time, Google may suspect spam.
• Location Mismatch – If a reviewer’s location is far from your business, their review might be flagged as suspicious, especially if they haven’t visited the location before.

3. Reviews Containing Prohibited Content

Even well-intentioned reviews can be removed if they violate Google’s policies. This includes:

• External Links – Any review that includes a URL may be considered promotional and automatically deleted.
• Personal Information – If a customer includes private details (like a phone number or email address), Google might take it down.
• Inappropriate Language – Profanity or discriminatory remarks can cause a review to be flagged and removed.

The Mystery of the Weird Review

Equally frustrating are the strange, irrelevant, or even harmful reviews that show up on your Google profile. Where do they come from, and why do they exist?

1. Mistaken Identity or Google’s Algorithm Errors

Google’s system sometimes mixes up reviews between businesses, especially if they have similar names or are in the same industry. This can result in a review meant for another company appearing on your profile. While rare, it does happen.

2. Fake Reviews and Competitor Sabotage

Unfortunately, fake reviews—both positive and negative—are a common problem. These can come from:

• Competitors trying to damage your reputation with low ratings and negative comments.
• Disgruntled Former Employees who leave a bad review as an act of retaliation.
• Trolls or Bots that post irrelevant or nonsensical reviews simply to disrupt businesses.

3. Reviews That Are Harsh but Still Allowed

Sometimes, a bad review feels unfair but doesn’t necessarily violate Google’s guidelines. For example:

• A customer complains about your pricing, even though your prices are clearly listed.
• Someone criticizes your policies or hours of operation rather than the service itself.
• A person gives a low rating but doesn’t provide any explanation.

What You Can Do to Manage Google Reviews

If a Positive Review Disappears:

• Ask the Customer to Revise and Resubmit – If they included any URLs, personal details, or excessive promotional language, suggest a revision.
• Check Google’s Policies – Ensure the review complies with Google Business Profile Policies.
• Contact Google Support – If you believe the review was removed unfairly, you can request Google to investigate.

If You Receive a Fake or Malicious Review:

• Flag the Review – Click the three-dot menu next to the review in your Google Business Profile and select “Report review.”
• Respond Professionally – If Google doesn’t remove the review, leave a polite, factual response that addresses the issue and signals to potential customers that the review may not be legitimate.
• Gather Evidence – If a competitor or former employee is behind the review, document proof and escalate your complaint to Google support.

If You Want to Protect Your Reputation:

• Encourage More Real Reviews – The best defense against fake or missing reviews is a steady flow of authentic, high-quality feedback from satisfied customers.
• Monitor Your Reviews Regularly – Check your Google Business Profile frequently to spot suspicious activity.
• Educate Customers on Writing Helpful Reviews – Ask them to be specific about their experience, rather than using vague or promotional language.

Final Thoughts: Navigating Google Reviews with Confidence

Google’s review system plays a critical role in shaping a business’s reputation, but it’s not without flaws. Reviews can disappear, fake ones can appear, and the system can sometimes feel unpredictable. However, by understanding how Google’s algorithm works and taking proactive steps, you can minimize the frustration and maximize the impact of your online reviews.

If managing your online reputation feels overwhelming, our team is here to help. Contact us today to develop a strategic approach to customer reviews and ensure your business maintains a stellar online presence!