Zašto u Njemačkoj nestaje toliko online ocjena?

In Germany, a growing number of online reviews have been removed from Google Maps due to complaints over defamation, according to a recent survey conducted by the German Press Agency (dpa). The study examined more than 3,700 restaurants and hotels in several German cities and found that between 11 and 30 percent of these businesses had deleted reviews. The proportion was particularly high in major urban centers such as Frankfurt, Berlin, and Cologne, where nearly one-third of the surveyed establishments reported review deletions. Jürgen Benad, managing director of the Dehoga national association representing hotel and restaurant operators, emphasized the importance of online reviews for many businesses. “Online reviews are an essential part of how businesses present themselves to customers,” he stated. He noted that while constructive criticism should remain, businesses often remove reviews that contain defamatory content, fake ratings, or false factual claims. This practice helps maintain trust in rating platforms, which rely on distinguishing legitimate feedback from misuse. The issue extends beyond Germany within Europe. According to data from the EU Transparency Database under the Digital Services Act, over 756,500 posts were removed from Google Maps in the first half of 2026 across the European Union. Remarkably, almost 99.9 percent of these removals occurred in Germany, highlighting the country's unique position in this trend. Many businesses reported that they only file complaints against reviews they deemed fabricated, insulting, or entirely invented. Some establishments mentioned instances where individuals attempted to exert pressure through threats of poor reviews. These tactics, however, are generally considered unethical and are typically rejected by business owners who prioritize transparency and fair treatment. Google has introduced a transparency measure to inform users when a profile has had reviews removed. This notice appears directly beneath the review section in a business’s Google listing. The company explains that this feature is intended to increase clarity, especially in Germany, where a large volume of complaints related to defamation under local law have led to frequent removals. Google defines defamation broadly, including untrue factual assertions or opinions not substantiated by facts. Businesses can also claim that the reviewer was not a genuine customer. While some businesses argue that removing reviews could negatively impact their visibility, Google maintains that the presence of this notice does not affect search rankings or local search results. Instead, it aims to provide users with information about potential biases or issues with the review system. According to the dpa survey, approximately half of the affected businesses reported deleting between one and 20 reviews. About 20 percent had deleted between 21 and 50 reviews, while a smaller group had deleted up to 250 reviews. Many businesses cited reasons such as spam, bot-generated reviews, or false statements as justifications for their actions. Some operators also mentioned that they would report hate speech or inciting remarks to Google, as these types of comments violate community guidelines. Several businesses stressed that they believe honest, factual criticism should remain visible, as it contributes to service improvement. They argued that allowing constructive feedback helps them better serve their customers and maintain quality standards. Despite these efforts, the debate over the balance between free expression and protecting businesses from harmful misinformation continues to shape the landscape of online reviews in Germany.