Missing New Reviews? Google My Business has Disabled Certain Features

In the past couple of months, you may have noticed a distinct lack of new reviews on your company's Google My Business (GMB) listing. Don’t worry, this isn’t a reflection on your business or a problem with GMB.

In fact, Google made a very strategic decision to disable new reviews, review replies, and new Q&A’s as of March 20. These features will remain disabled until further notice.

Existing reviews, replies, and Q&A’s are still visible.

There are likely a variety of motivations behind Google’s decision to disable certain GMB features like new reviews. Sadly though, it seems the prevailing reason was a rapid increase in the number of unwarranted and sometimes outright false negative reviews consumers were leaving on GMB during the COVID-19 pandemic .

In the midst of the health crisis, recommendations for our communities and businesses changed frequently . As part of this, companies were forced to change the way they were doing business, adjust their working hours, or simply close al together . In response , some consumers took out their (understandable) frustrations via Google My Business reviews. This unfortunate reaction resulted in a sudden increase of negative reviews, many of them unfounded.

At this time, Google has not announced any date or expected time frame for reactivating new reviews, review responses, or Q&A’s. According to Google, its primary focusis currently on the quality and reliability of the information on Google Search and Google Maps.

Even though your customers can’t leave reviews right now, GMB is still a very important tool in your local business’s marketing toolbox.

Consumers can still refer to your GMB listing for past reviews, your location and business hours, and other helpful information aboutyour company.

Now is the time to ensure everything on your Google My Business page is correct and up-to-date. This includes your contact details, photos, and especially your business hours.

Google didn’t just disable GMB features in response to the pandemic. It also added a new feature that allows business owners to list temporary business hours and temporary closures. This is especially useful for companies that experience fluctuating open/close hours due to client demand or staffing.

Learn more about how you should adjust the business hours on your GMB listing here .

At some point, Google will reactivate its disabled features and consumers will again be able to leave new reviews. Until that time comes, don’t miss out on the opportunity for positive feedback. A sk your customers if you can invite them to leave a Google reviewsometime down the road, when the functionality is available .