Question about missing review

[Glass]

A customer left me a review two weeks ago. She is a local guide with over 150 reviews and over 80 photos. The review was genuine, I performed a service for her, she was very happy, she left a glowing review. There was nothing in it that broke any Google rules.

I noticed that my review count was one lower today and I looked through the reviews to find that hers is not showing. When I opened the email I originally received from Google telling me she left a review, I could click through to read the review. It takes me to Google maps which still shows her review. I never responded to it so I tried responding to it today, and it took the response like normal. But the review is still not showing.

Is this some type of soft filtering?

 

[Skande]

Frustrating and exactly the same issue I ran into earlier this week. Four reviews suddenly disappeared and one of them has now reappeared (without asking Google Support)

The reviews did not violate any guidelines and are still visible when I click the link in the email. The review count are still the same as before. I would also like to understand what is going on.

 

[keyserholiday]

Grab a screenshot of the email confirmation and contact support. If that doesn't work, post for help in the forum.

 

[Jason Wortham]

As part of our daily audits across millions of Google Business Profiles, we’ve identified a pattern where certain reviews are no longer visible in the public review list on a listing or on the contributor’s profile, while the overall review count and average star rating remain unchanged.

Key details from what we’re seeing in our data:

• The review does not appear in the visible review list on the business profile.
• The review also does not appear on the contributor’s public profile.
• The review is still present in Google Maps and continues to factor into the listing’s average star rating.
  

After detecting this internally, we corroborated our findings by checking multiple local SEO and Google Business Profile communities (Reddit, private forums), where agencies and business owners are reporting the same behavior on their own or their customers’ listings.

Current interpretation (no official Google confirmation yet):

• This appears consistent with an automated Google process (spam review, indexing, or reprocessing) temporarily suppressing review visibility without fully removing the review.
• It does not appear to be tied to listing-specific enforcement actions or policy violations.
• In similar past situations, reviews have often reappeared once Google completes internal processing.

 

[Skande]

Grab a screenshot of the email confirmation and contact support. If that doesn't work, post for help in the forum.

Do you perhaps know the reason for this? Or is this a normal procedure?

Google removed a few reviews, yet it is still accessible to us via the link in the email, and the total number of reviews has not decreased.

In the meantime, I also contacted Google. I received a response quickly stating that they cannot find the data in their internal tool, even though I have clear screenshots.