Tour Operator Google Reviews Are Missing: What You Need to Know

If you're a tour operator who relies on Google reviews to attract new customers and build trust, you may have recently noticed that some of your reviews have seemingly vanished. You're not alone! Many businesses are reporting the same issue, and Google has acknowledged the problem. But don’t panic—your reviews are not actually gone. Here's what’s happening and what you can do about it.

Google's review glitch: what we know

Google has confirmed a known issue affecting some Google Business Profiles (GBP). The glitch is causing profiles to display fewer reviews than they actually have, but Google has assured businesses that the reviews have not been deleted.



Google's Official Statement:

"We’re aware of an issue affecting some Google Business Profiles, causing some profiles to show lower-than-actual review counts due to a display issue. The reviews themselves have not actually been removed. We’re working hard to resolve this and restore accurate review counts as quickly as possible. We appreciate your patience and will share updates on this thread as they become available."

This means that while your reviews may not be visible at the moment, they are still there and should reappear once Google resolves the issue.

Why do Google reviews disappear?

Aside from this current glitch, there are other common reasons why reviews may go missing, including:

• Google’s Spam and Content Policies – Reviews that violate Google's policies (e.g., fake reviews, inappropriate content, or promotional reviews) may be removed.
• Technical Issues – Sometimes, delays or display errors occur.
• Edits to Your Business Profile – Significant changes, like updating your business name or address, can sometimes cause reviews to disappear temporarily.

If you suspect your reviews were removed for policy violations rather than the current glitch, it’s important to review Google’s guidelines here before reaching out to support.

How to check and report missing reviews

If you believe your reviews are missing beyond the current glitch, here’s a step-by-step guide to addressing the issue:

Step 1: Check Google's Guidelines

Before reaching out to support, confirm that your business is not in violation of any Google policies. For example, businesses listing their service area as “United States” rather than a local radius have had reviews flagged or removed.

Step 2: Contact Google Support

1. Log in to your Google Business Profile account.
2. Go to Help & Support and search for "reviews not showing up."
3. Click on the article titled Understand Missing & Delayed Reviews and read through it.
4. Scroll to the bottom and click "Contact Us."
5. Follow these prompts:

• Be concise and accurate in your explanation.
• Select the Email option and provide as much detail as possible.
• If possible, list the names of missing reviewers to help Google locate them faster.



Step 3: Follow Up via Email

After submitting your request, Google will send a confirmation email. At the bottom of this email, you’ll see a small note stating you can reply if you need further assistance. This is your opportunity to escalate the issue and get matched with a support representative.

Pro Tips for Effective Communication:

• Keep your email clear and concise—avoid long, rambling paragraphs.
• Use Google’s exact language when describing your issue (e.g., "missing reviews," "service area update").
• If your case is escalated, be patient and kind—it helps move things along.
• If Google calls you, answer! A direct call can resolve the issue much faster than email.

Step 4: Track Progress and Stay Organized

• Keep screenshots of your reviews before they disappear.
• Maintain a record of emails and responses.

If reviews are reinstated, monitor them to ensure no further issues arise.

Final tips for tour operators

• The email request should come from a manager of the business profile.
• Do not CC multiple people in support emails—it can confuse Google’s system.
• Keep detailed documentation of past reviews, emails, and support conversations.
  

Stay ahead of the curve

While this Google glitch is frustrating, the good news is that reviews are not permanently lost. Google is actively working on a fix, and in the meantime, you can take steps to ensure your reviews are reinstated if necessary. By following the guidelines above and engaging with Google Support effectively, you can recover missing reviews and maintain your business’s credibility.

Staying on top of Google Business Profile updates can be time-consuming, especially when unexpected issues arise. If you want a team that manages your GBP and stays ahead of these changes for you, book a call now to see how we can help.



Stay patient, stay proactive, and keep an eye on Google’s updates for further developments.