At Google Maps, we are committed to delivering trustworthy and reliable information to the billions of people who use it every day. User-contributed content about local businesses plays a big part in helping people decide where to go, so it's important that businesses are reflected by genuine reviews.
Why a Review Might Be Removed in Germany
Like other review platforms operating in Germany, Google Maps is required to remove reviews that are deemed defamatory under German law. German courts have set a low threshold for businesses to challenge reviews as defamatory. Businesses can simply claim that they cannot verify that you were a customer (for example, they have no record of a transaction) and unless there is evidence to the contrary, the courts would generally order platforms to remove the review.
The majority of defamation removal requests we get cite this "not-a-customer" argument. If you receive a notification that your review was removed for defamation, it is important to understand this does not necessarily mean the business has proven your content is fake or defamatory. Rather, it is likely that the business claimed you were not a customer, and we need additional evidence confirming your genuine experience with them.
We value all genuine reviews—positive and negative—as they are beneficial to consumers, businesses, and the ecosystem as a whole. If you believe your content should remain published, we strongly encourage you to submit an appeal and provide us with information that substantiates your review is based on a real experience. Below are some suggestions to strengthen your appeal.
What to include in your appeal
A detailed description of your experience. Provide as much information as you can to confirm your review is based on a real experience. This may include:
- The date and time of your visit or interaction
- Specific observations you made (such as the interior design of the place you visited or interaction with staff members)
- A summary of your interaction with the business
- Any potential witnesses ("I was there with my friend")
Proof of your experience (Highly Recommended). This is the most effective way to strengthen your appeal. Helpful examples of proof include:
- Receipts, bills or invoices
- Membership numbers or contracts
- Screenshots of order confirmations
- Appointment records (such as a confirmation email) or interaction history
- Photos or videos you took at the location or of the product or service
More information about Google's legal removal processes can be found here.