Your review has not been published. Do you know why?

[ErmesT]

When the message first appeared in my contributions, and I received an email saying "Your review has not been published because: Google’s moderation systems and processes have identified content that could be fake engagement" my reaction was a mix of confusion and consternation. After years of explaining the rules in the community, I found myself being accused of the most vile thing: writing fake reviews.

Anyone who knows me knows that I’m not a person who complains, nor a person who gives up: instead of writing here to complain, I tried to study the problem, and to understand what could be the reason for that message, or rather, the reason that had led an algorithm to act in this way, not only towards me, but towards those of many others.

Excluding that “Everyone at Google was incompetent” and that “Google hates me” the reason had to be different, and it didn’t take long to figure it out.

A few weeks later I was adamant that reviews would be completely removed from all online service providers. I mean ALL the reviews, the new ones and the old ones, and I thought the “write a review” button would be gone.

Do you know why?

To understand this we need to understand the power that our reviews have. How many of us, before going to eat in a new place, read the reviews and look at the photos? How many of us choose to buy a product based on reviews?

Our contributions help others make choices. How many times have we heard that?

What if the contributions aren’t true? What benefit would untrue reviews bring to a business? Or what disadvantage, if they were made against a competitor? All Local Guides active in this community know it, many have reported it. Many times these things are so naive as to even appear pathetic. Businesses filled with reviews by people who have written a review or two at most.

But when are the reviews made by users with dozens of reviews? Then we’re probably going to think they’re authentic, aren’t we?

Well, a quick web search would tell you that reviews aren’t always authentic, and that the problem isn’t just Google Maps. Try looking at the screenshot below. The numbers are impressive

We also have to keep in mind one thing: in many countries fake reviews are illegal, because they cause undeserved damage or benefits to businesses. Furthermore, the legally responsible for these damages is considered the owner of the platform that hosts the reviews, in our case Google Maps.

Well, if you were responsible for Google, what would you have done? I have already written what I would have expected Google to do: “I was adamant that reviews would be completely removed from all online service providers”.

The Google Maps solution

A first explanation of the problem can be found in this post by @MortenCopenhagen , where he shared an article posted on the Google blog:How we kept information on Maps reliable in 2021, followed by a post in Connect in which Google explained the new policy, which could be summarized as: we block everything that looks suspicious, and then we analyze (and release) the content of the appealers: An update on how we moderate Google Maps reviews.

Furthermore, recently Google is starting to improve a more detailed communication system, in which we are informed of every single blocked review, and we have the possibility to directly ask for an operator’s verification for that review. The improvement is rolling out in several countries.

I wrote about that on Dec. 9, 2022: Finally a bit of help - Are you aware of your review status?

This does not mean that the other rules no longer exist. On the contrary, there will continue to be blocked reviews based on the “classic” rules of reviews, but we must also be aware of this new situation, and act accordingly.

How to behave?

First of all by understanding that the problem is not with those who block reviews, but with those who provide fake reviews. Have you ever been contacted by someone inviting you to write reviews for places you don’t know? I know for a fact that it has happened to many, here in Connect or in other places.

• Reporting anyone offering money, or discounts, in exchange for fake reviews could be a first step.
• Discourage our friends, or anyone we know, who may have been asked to do untrue reviews.
• Report inappropriate reviews on business listings.
• Flag Businesses who ask for positive reviews in exchange for a discount.

As Local Guides we have our honor to defend, and whoever acts in that way, in addition to damaging the business, also damages us and our credibility.

Our account is valid, and above all it is not for sale!

[ArmyOfNobunaga]

Best post I’ve seen in this space.

I’m a lowly level 8 reviewer but my family and my have made this a side hobby the last 3 years.

I am very computer savvy… and I’ll say this…

The google review referee algorithm is TIGHT. You have to really figure out what characters and words and numbers and actions trigger it to withhold your review!!!

I see the good and bad In it. The good is they only allow quality. The bad is the algorithm really screws with us that are altruistic in our hobby.

example….

family went to a hotel. I took a lot of photos. Wife took some when I left camera in the room and texted me the photos. I do a review. It’s great. Then wife gets a hotel app text asking for her to review the hotel. Yep… she uses one of the same photos.

we got google LOCK DOWN lol. I explained to her that she can’t do that because it looks like we took photos from another review service. But damage was done.

so I did what o typically do, delete the last ten or so reviews we worked hard on… and after a while my account became un-shadow banned again.

google don’t play around folks. Use some numbers for prices for example. They will lock you down.

goodness , NEVER leave a link haha.

DONT UPVOTE YOUR OWN STUFF

DONT HAVE A FAMILY MEMBER OR FRIEND UPVOTE UOUR OWN STUFF!

we are not smarter than a.i , folks.

[ErmesT]

Haha, that’s true @ArmyOfNobunaga

Thanks for sharing your interesting story

[Defence1]

Ja das mag alles sein. Aber selbst wenn ich meinen Tierarzt bewerten will wird mir eine gefälschte Rezension vorgeworfen. Wenn ich ein Museum bei uns im Ort in der Burg bewerten will wird mir eine gefälschte Bewertung vorgeworfen. Wenn ich ein Naherholungsgebiet bei uns bewerten will und sogar Fotos hinzufügen wird mir eine gefälschte Bewertung vorgeworfen. Am besten ist glaube ich, ich versuche einfach nicht mehr irgendetwas zu bewerten. Denn wenn ohnehin 90% der bewertungen abgelehnt werden macht das alles keinen Sinn mehr.

[Amiran]

Thank you dear @ErmesT for writing this post. As I see, by adding that description in the reviews section, the number of complaints here on Connect is increasing and a reference post will be helpful for users.

[Xentix]

Stimme ich dir vollkommen zu, erfahre gerade genau das Gleiche. Egal was ich Bewerte wird alles abgelehnt und muss Einspruch einlegen. Das ist so ein Quatsch geworden. Wenn das so weiter geht höre ich damit auf, habe das eigentlich sehr gerne gemacht, aber so macht das einfach keinen spaß mehr.

[Defence1]

Richtig. Und vor allem werden die Einsprüche ebenfalls entweder gar nicht bearbeitet, oder man bekommt nur die Antwort “wurde nicht gepostet” erneut mit der gleichen Begründung. Ich werde definitiv nicht damit anfangen für jedes Restaurant oder Geschäft das ich gehe als Nachweis Quittungen vorlegen. Entweder Google will Leute die rezensionen schreiben - oder eben nicht, wonach es für mich aussieht.

[Xentix]

Jap same. Das ist totaler nonsence, sie sehen doch in der Zeitachse mit den GPS daten, dass ich da war. Und ich poste eigentlich zu jeder Review ein Foto. Aber trotzdem gehen sie auf nicht published. Jetzt bekomme ich täglich E-Mails das alte Review heruntergenommen werden. Also wenn sich hier nichts ändert bin ich leider raus, ist mir die Mühe nicht Wert.

[TassiloK]

Hi @ErmesT

thankyou for your post. That explain Something but not everything.

I give Google my Geodata. Google knows when and where I am. My Timeline is accurate.

Every Review I wrote is added by Photos with GPS data.

I write the Reviews almost within 24h when I left the place.

So Google should have enough data to see that I am not writing fake stuff.

Then a little AI of my Interactions with Maps since 2014 and a Maschine should be able to identify me as a normal LG and not a bot.

I am still disappointed. A lot of LG will leave Maps, cuz this is not the way, they want to be treated.

As a result Maps is free of fakes, but also free of content that helps really.

I hope that Google noticed the importance of that issue.

Best regards

Tassilo

[Gezendunyali]

Hi @ErmesT , it is one of the most beautiful articles I have seen, and there have been a lot of complaints in my country lately, especially by purchasing Spam accounts and commenting on businesses. This really does have a demoralizing effect sometimes, but the guides to the real place try to resist it rather than give up. One of my most important suggestions in this regard is to rank the guides according to their level while listing the comments. Because when we look at it, SPAM accounts are only at level 1. But the interpretations of the guides at the tenth and ninth level who have really worked will be more realistic.In fact, Google should provide more organization in these countries, for example, when I look at Turkey, the Google office does not take any action on this issue, and it is even impossible to reach the office. I believe that an application most used by people traveling in the world at the moment should be more organized, and even as here, they can be helped when selecting moderators on Google Maps and examining Spam accounts.

[Ann-MarieS]

@TassiloK I agree with you. I am also a little dissapointed on this recent situation on the reviews. Google has all my data. I have posted a lot of reviews, pictures added places and knows my location I have gone through all the reviews that have not been posted and do not see anything that would not meet thier policy.

I get that they are trying to reduce spam (which has also been A LOT lately!) but it should be done in a better way because know I and many other will not give good content because it is just a waste of time.

I hope it gets fixed soon!

[ErmesT]

Thank you for your reply, @Defence1

The purpose of this post is not to complain, but to understand and propose.
Understand why at this moment all online review platforms are blocking reviews, and propose better methods of analysis, which allow to better distinguish fake reviews (and unfortunately often written very well) from genuine ones. I agree perfectly with you on the basis of what you wrote, which I think I can interpret as follows: who benefits from my review? If this is not a business, why should my review qualify as false? Who would pay for the fake review of a playground, or a museum? I think this should be the first discriminant: distinguish between:

• Reviews at Claimed Businesses
• Reviews to Non Claimed Businesses
• Reviews to public places, parks, parking lots, museums, etc. where there is no economic interest involved

The first reviews that were blocked, in my case, were related to points of interest (fountains, gardens) within the Palace of Versailles).
I think this is the first fundamental step: understanding who the review is intended for

[ErmesT]

Yes indeed, @Amiran

Many people is just realizing now that they have hidden reviews, as you may see in my recent replies in several conversations.

Many are angry, and don’t understand the true extent of the problem. An issue that has very little to do with reviews from Local Community Guides, but a lot to do with a global problem (not just Google’s) about how fake reviews can affect businesses.

My post certainly isn’t pleasant or even funny, but I hope it sheds some light on the problem

[ErmesT]

Thanks for your feedback @Xentix .

It would be great if you tag, using @, the person you are responding to, making in this way easier to follow the conversation.

Considering the actual situation, clearly explained in the post, what would be your suggestion to Google for keeping the good reviews and fighting the fake ones on the same time? I believe that to be proactive may help Google to understand how to improve, instead of just complaining. Don’t you agree?

[I-am-Q]

Well written, thanks for sharing your report @ErmesT

I have to admit that the way Google behaves appears to me as a deeper philosophical issue than just finding fake reviews. According to your post (between the lines), the intention is to prevent incorrect reviews and protect GoogleGuide’s honor.

If it was about the honor of GoogleGuide (GG), then it would have been all reviews of a suspect GG and not a randomly selected review, from a GG here and there.

Of course, Google can choose to examine randomly selected reviews from basically all GGs regardless of level, but then it would be difficult to use it as an argument for supporting the honor of GG.

In both cases, there is a possibility to implicitly interpret that Google is not trusting its own GG program especially the set conditions to elevate a GG to the next level.

I understand the points you are making in your report, but it seems to me that the critical issue is the criteria for becoming a GG (maybe a trusted one). Therefore, I believe that the pursuit of the occasional fake reviews will erode the mutual trust that exists between both parties.

[MortenCopenhagen]

Hi @ErmesT

Thanks for sharing your thoughts on the current problems with hidden reviews.

I have read it twice now, and I think you are too kind and understanding towards Google Maps on this issue. It is a delicate balance between blaming the spammers, blaming Google’s spam filter, and openly suspecting honest Local Guides for fake engagement.

With the amount of very negative and outraged posts from long-time Local Guides in the past week, it is very clear to me that Google missed the balance of fighting spam vs. appreciating and protecting the volunteers who share authentic reviews on Google Maps. It has become very clear that Google Maps care more about fighting spam and protecting businesses than they care about the volunteers!

Ermes, you did a great job explaining and legitimizing the problems with spam and but you also indirectly cast quite a bit of blame on Local Guides. I’m not convinced that the current state of the spam filter and all the currently hidden reviews can be attributed to Local Guides not following the guidelines for reviews. Personally, all my authentic reviews have been hidden for 4+ months despite filling out the form on hidden contributions twice and the Google Moderators’ kind attempt to remind the relevant team to get my reviews released.

I’m sure that the spam filter is still overly sensitive so a lot of perfectly good reviews are still taken down. And the form provided to get hidden photos and reviews released is not working as we rightfully can expect based on the information provided.

Last time I put words on the outrage felt by a lot of Local Guides in the post called Hidden reviews: Do something, Google it got a lot of traction in a series of Google Business Profile media, etc. And @Rodrigo_P felt the need to respond by posting An update on how we moderate Google Maps reviews. In this post, Google admitted the following: “In the last few weeks, our protections took down more than expected policy-abiding reviews from a set of Local Guides.” And the new form related to hidden contributions was introduced as a countermeasure.

I think we are now in an equally critical situation. More and more Local Guides are giving up and announcing they will stop making reviews on Google Maps because they are offended by the way their contributions are treated and how they are discredited and being suspected of making “fake engagement” when they are not. The new feedback system is accentuating the problem, but that is not the core of the problem. In my opinion, the spam filter is to be blamed. It removes way too many legit reviews - and now more people are made aware of this.

If needed I can start collecting the desperate posts from Local Guides giving up on Google Maps, but anyone regularly reading posts on Connect will already know this.

I believe your explanation of the severity of the spam problem cannot stand alone because you are indirectly blaming Local Guides for violating the guidelines. There needs also to be a clear message to Google, that the spam filter has gone crazy again. And until it is under control enough staff should be allocated to respond to form submissions on wrongfully hidden contributions so the wait will be less than a week.

I hope Google will act swiftly to help and retain trustworthy local guides. Motivating volunteers demands a minimum of admiration and respect.

Cheers

Morten

PS: On a personal note: So far I have found a lot of joy in helping Local Guides with Maps issues. But the negative responses over the past week and knowing that there is nothing they can do is really demotivating.

[I-am-Q]

Thanks @MortenCopenhagen

I couldn’t hardly say it so clear

[ErmesT]

Dear @MortenCopenhagen , dear @I-am-Q

I did I assure you I didn’t mean to indirectly blaming Local Guides for violating the guidelines, and please kindly let me know where I did it, so I can correct my post.

My intention, on the contrary, was to point out that innocent Local Guides are part of a much larger mechanism, in which Fake reviews (reviews paid for by businesses and written by fake Local Guides) risk putting EVERYTHING at risk the review system, not just those of Google Maps. I believe that the screenshots I posted speak for themselves, both of the numbers involved (we are talking about millions of fake reviews) and of the platform involved (Google, Amazon, TripAdvisor, Facebook, eBay are just the most famous) and of the legal actions that some countries are already predicting.

A review market where both those who write honest reviews, in our case Local Guides, and those who host them, in our case Google Maps, are the victims.

This is exactly where my post comes from, from inviting people to think, and to understand that there isn’t a war here between the poor Local Guides and the bad Google. Here’s a battle where Google and Honest Local Guides are both under attack from those who, with paid reviews, are trying to force review platforms to shut down.
This is the honor of Local Guides that I want to defend. The honor of those who are honest, and are in this situation because of dishonest companies that sell reviews and dishonest companies that buy them.
But if this is not clear please tell me what I can change so that the reader understands better.

[DENIT33]

Grazie @ErmesT ,
Posso capire l’algoritmo o i tentativi di eliminare le false recensioni con misure restrittive, ma qualsiasi cosa pubblico nelle ultime 2 settimane viene bloccata, e nello stesso tempo mi vengono poste domande sui posti recensiti rifiutati. È un controsenso!
La mia domanda è: si può fare qualcosa? O questo sarà il futuro?

[ivanos]

Fighting fake reviews? Google can’t even identify totally plagiarized reviews.

There is a live case of a LG whose reviews almost totally plagiarize others. Every word from the beginning to the end. And his profile is still alive now, adding a few reviews every now and then, with all those plagiarized reviews remaining intact there. He has totally 563 reviews, with only 84 reviews hidden as of current moment.

Google can’t even identify those existing plagiarized reviews or even that account, but keeps taking action toward numerous genuine ones. This is pathetic.