How to ask for reviews without breaking Google’s rules

Asking for reviews is allowed and good practice. What Google doesn’t allow is manipulating them. When reviews break its policies, Google can remove them and place restrictions on the business profile. Here are the basics, based on Google Maps’ content policies.

What you can do

• Ask every customer for a review, kindly and without pressure.
• Make it easy with a direct link, a DSB Card or a QR code.
• Reply to every review, good and bad, politely.

What you can’t do

• Offer something in return: discounts, gifts, prize draws, free drinks or money for leaving a review. That includes “5★ review = 10% off”.
• Filter who you ask (known as review gating): for example, asking “did you enjoy it?” first and only sending the people who say yes to Google.
• Review your own business, or ask your staff or family to do it.
• Buy reviews or pay third parties to post them.
• Ask someone to change or delete a negative review in exchange for something.

At DSB we run promotions (like the discount in our Llama Run game), but never in exchange for reviews: they only apply to DSB card purchases.

Phrases that work

• “If you enjoyed your visit, a Google review would really help us. Just hold your phone here.”
• “We’d love to hear how it went. Your review helps other travelers find us.”
• “Got a minute? One tap here lets you share your opinion — whatever it is.”

What to do about a negative review

1. Take a breath and reply publicly, calmly, without arguing.
2. Thank them, acknowledge the issue and offer a fix through a private channel.
3. If the review is fake or abusive, you can report it to Google from your profile.

A 4.6 rating with lots of recent reviews often builds more trust than a 5.0 with very few. What matters is consistency.