Review Gating

The pattern works like this: a business sends an SMS or email after service asking "How was your experience?" Customers who reply positively get a follow-up link to leave a Google review. Customers who reply negatively get a feedback form that goes only to the business owner.

It sounds logical to the business owner — why amplify negative experiences publicly? But Google's policy is explicit: review acquisition must be neutral, and selective solicitation violates the Conflict of Interest provision. Profiles caught review-gating face review removal, profile demotion, and in repeat cases, suspension.

Google's detection has improved significantly in 2024-2026. The algorithm watches for skewed positive-review rates from specific channels, unusual conversion patterns from review-request services, and demographic signals on the reviewer pool. Businesses with sudden 5-star spikes from "verified buyer" channels are flagged for manual review.

The legal alternative is universal solicitation: ask every customer for a review, the same way, at the same moment. Use a QR code at the bill or table. Send the same SMS to every customer 24 hours after service. The conversion rate is lower than gating, but the practice is sustainable, policy-compliant, and produces reviews that survive scrutiny.