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An update on how we moderate Google Maps reviews

Googler

Caption: An illustration of a person leaving a review for a business on Google Maps.Caption: An illustration of a person leaving a review for a business on Google Maps.

When you write a review on Google Maps, a lot happens behind the scenes to ensure that what is shared is reliable and adheres to the Maps content policies. With more than 1 billion people turning to Google Maps every month to navigate and explore, we want to make sure the information they see — especially reviews — is reliable and helpful for everyone.

 

Our content moderation consists of trained machine intelligence and humans. You can learn more in The Keyword article “How reviews on Google Maps work.” We’re constantly improving our moderation system to keep policy-violating content off the map. However, that comes with certain challenges.

 

In the last few weeks, our protections took down more than expected policy abiding reviews from a set of Local Guides. We’ve also closely followed the conversations on Connect around unpublished reviews and we acknowledge that this change has affected a lot of your accounts.  

 

As part of our efforts to resolve this situation, we have launched an update to our protections to fix them. We will also automatically reinstate the policy abiding reviews over the next few weeks if we determine that we made a mistake. If your policy abiding reviews were not reinstated and you'd like us to take a look, please submit a request through this form. Please keep in mind that some reviews may remain private if the content violates our policies

 

In the meantime, please continue to share reviews as usual. Whether positive or negative, as long as they describe your genuine experiences respectfully and in your own words, they have their place on the map. Your ongoing contributions bring value to everyone while helping us improve Google Maps.

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