Google Maps Review Removal Controversy Explained

A woman was banned from reviewing restaurants in Europe on Google Maps after she left a one-star review. For her, the situation is especially personal, but many users have voiced similar complaints. The issue boils down to how Google Maps handles negative reviews, particularly in Europe and specifically under German law. Recent changes offer more transparency, but still leave much to be desired.

The Unchecked Power of Low Stars

Google Maps has had a longstanding issue with businesses challenging low star ratings by claiming reviewers never visited the premise. This prompts Google to delete the review preemptively. Users complain that it pumps up averages to four-plus stars, hiding the true duds. The situation has escalated, with some users like jmKettle being banned from reviewing businesses in Europe. Google Maps has responded by showing how many reviews have been removed due to complaints. They display messages like, "We received a complaint that your review is defamatory. Your review is removed for now. The German courts have set a low threshold for businesses to challenge reviews as defamatory." However, the threshold for what constitutes defamation appears to be disproportionately low. Google Maps removes reviews based on such complaints, even when the allegations are not so clear-cut. Even with increased transparency, users are still left in the dark. Google Maps still does not provide a clear explanation for why certain reviews are removed. As a result, the platform leans too far in the favor of businesses.

Why Europe's Online Speech is at Stake

Google Maps faces a unique challenge in Europe, especially in Germany. Defamation laws tend to lean in favor of the accused, i.e., businesses. The European Union's General Data Protection Regulation (GDPR) and Germany's NetzDG law have made it even easier for businesses to challenge negative reviews. GDPR and NetzDG require websites and social media services with 2 million or more users in Europe to remove illegal content within a certain time. In some cases, that's as short as 24 hours. The laws make it easier for businesses to claim that reviews are defamatory. That gives Google Maps a very low threshold for removing reviews, even when they have crossed no legal lines. Google Maps has this issue in America as well, where defamation laws are stricter. But the issue is exacerbated in Europe by strict censorship laws. As such, Europe serves as a bellwether for how Google Maps handles problematic reviews in America as well.

What Defamation Claims Look Like

When a review is removed due to a defamation complaint, Google Maps will show a new notification. This notification reads, “We received a complaint that your review is defamatory. Your review was removed for now because the courts have set a low threshold for businesses to challenge reviews as defamatory.” Google Maps is notifying users, but they still face a steep climb to regain their ability to post reviews. Defamation complaints are more prevalent in Germany, but they are not limited to the country. Users who have been banned from posting reviews in one area may be temporarily or permanently banned in other areas. If a review is removed due to a defamation complaint, users will see a different notification. That notification informs users that a complaint was filed, and the review was removed for now. However, users are not given any information on how to appeal the decision.

How Many Reviews Are Being Removed

If a review is removed due to a defamation complaint, Google Maps will show a notification stating, "Over 250 reviews removed due to defamation complaints." Users can see a visual breakdown of how many reviews were removed. Google Maps indicates how many reviews were removed due to defamation claims. However, they don't provide a clear explanation for why a certain review was removed. That makes it hard for users to know if their reviews are at risk of being removed. The situation could have been far worse in the past. By showing how many reviews were removed, Google Maps is at least providing a small level of transparency.

The Fight For Transparency

Google Maps now shows how many reviews were removed and the reason for their removal. That is a step in the right direction, but it may be too little, too late for some reviewers. However, the visibility given to defamation complaints shows that Google Maps is finally acknowledging that they have a problem to fix. Google Maps users are still left in the dark when it comes to why a review was removed. Google Maps may also still remove reviews that are not defamatory. The issue remains stubborn, but at least users can now see how many reviews are being removed.

The Lasting Impact on Google Maps

Every move Google Maps makes in Europe will have lasting effects on the platform. Even if they are careful, they will always be a step behind. This is a problem for users as well, since Google Maps is the largest mapping service in the world. The effects of this issue will be felt across the globe. Google Maps will always have this issue in Europe, but they can take steps to mitigate it. As Google Maps continues to update their transparency policies, users will demand more. That demand will grow as Google Maps continues to expand. The service will have to evolve to meet the growing needs of its users, especially in Europe.