Google changed the rules on reviews. What operators need to know.

Better reputation should come from better experience.

Review programs create risk when they selectively encourage only positive customers to post publicly. A more durable approach gives eligible customers a consistent opportunity to review while using private feedback and real-time service recovery to improve the experience itself.

Build for authenticity

• Use the same public-review invitation logic for eligible customers.
• Do not condition the invitation on a positive sentiment score.
• Resolve service issues because the customer matters, not merely to suppress a review.
• Track response quality, recency, and operating themes alongside rating.