RaveReplyReview gating is asking customers how they feel before you show them the review link, then sending only the happy ones to Google. Google's own contribution policy bans it — “selectively solicit positive reviews” — and the FTC has treated hiding negative reviews as deceptive, with a $4.2 million settlement. The customer can still post directly on Google without using your request link.
About this guide. We make RaveReply. This guide explains the actions you can take and links to Google’s guidance. A reply cannot delete a review.
What review gating looks like in practice
Ask how they feel before showing the review link. It shows up three ways.
The pre-screen (what the software sells)
A text or email asks “How did we do?” with a thumbs-up / thumbs-down, or a 1–5 rating. Thumbs-up gets the Google review link. Thumbs-down gets a private “tell us more” form. The bad experience never reaches Google — or so the pitch goes.
The two-list
No software. The office only sends review requests for the jobs that went well.
The tech-only ask
The tech asks on the driveway, but only when the customer seems happy. Same filter, no tool.
Google's wording, below, covers all three. Gating is also the sixth thing owners try after the five workarounds on can you turn off Google reviews? — and like those five, it is a rule you break, not a switch you flip.
What Google's policy actually says
Google's Maps contribution policy, in its Rating Manipulation section, lists this under “We do not allow merchants to:” — “Discourage or prohibit negative reviews, or selectively solicit positive reviews from customers”. “Selectively solicit positive reviews” is the pre-screen, written out as a rule.
The next sentence in the same section covers the driveway ask: “When soliciting reviews, merchants should not require or pressure users to leave ratings or write reviews while on the premises, nor should they request that specific content be included.”
Google added that Rating Manipulation section between 15 and 22 February 2026, and two of its new lines matter to a trades shop, quoted exactly: “Merchants requesting that staff solicit a certain number of reviews” and “Merchants requesting that staff solicit reviews that include specific content, including content that identifies a staff member.” Both are about instructing your staff — the staff review quota — not about what you say to a customer. The customer-facing version is the “on the premises” sentence above.
Google's own get-more-reviews help page catches the upsell the same vendors bundle in: “Offering incentives, like free or discounted goods or services, in exchange for customers to post reviews, change reviews, or remove negative reviews is considered fake & misleading content and is strictly prohibited.” A “$10 off for a review” step is a second violation on top of the gate. The rest of the policy, in plain English, is on Google's review policy, in plain English.
What Google does allow, from the same section: merchants may “Solicit or encourage the posting of content that does represent a genuine experience, without offering incentives to do so or attempting to influence the rating or the contents of the review.” Ask everyone. Offer nothing. Steer nothing. That is the whole permitted list.
What Google does about it
Google's restrictions page, in its own words: “Businesses that violate our Fake Engagement policy may be subject to certain restrictions if we determine violative activity on their profile(s).” It then lists three examples, exactly as written:
“Business Profile will not be able to receive new reviews or ratings for set period of time”
“Business Profile’s existing reviews or ratings will be unpublished for set period of time”
“Business Profile will display a warning to let consumers know that fake reviews were removed”
The first two hurt. The third is the expensive one — a public label telling every searcher that fake reviews were removed, on a business whose reviews were real. The page adds the process: “We will notify business owners via email if we plan to apply a restriction to their profile.” And there is recourse: “Businesses have the ability to appeal our decision.”
One honest footnote. That restrictions page is written against Google's Fake Engagement policy, and until February 2026 the gating line sat inside that section (the Internet Archive's 15 February capture has it there). Google then split a Rating Manipulation section out and moved the line into it; the restrictions page has not been rewritten to name the new section. So read the three restrictions as what Google says it does to the family of violations gating belongs to — incentivized and fake-looking reviews — not as a promise either way. How often Google applies them is unpublished. The cited page does not give an enforcement frequency to apply to your profile.
Is review gating illegal? What the FTC says
“Illegal” is the wrong word for most of it. Four different things, worth keeping apart.
1. Google's policy
A platform rule, not a law. Breaking it costs you standing with Google, not a fine. That is the section above.
2. The rule that names incentives — 16 CFR § 465.4
It makes it “an unfair or deceptive act or practice” for a business “to provide compensation or other incentives in exchange for, or conditioned expressly or by implication on, the writing or creation of consumer reviews expressing a particular sentiment, whether positive or negative.” The key words are “conditioned on sentiment”: a gate with a reward on the happy path — “leave us a review, get $10 off”, shown only to the thumbs-up crowd — is inside the rule. A gate with no reward attached is not what § 465.4 covers.
3. The rule about hiding reviews on your own site — 16 CFR § 465.7(b)
It bans a business misrepresenting that the reviews displayed on its own website or platform are most or all of those submitted, while suppressing reviews by rating or negative sentiment (16 CFR § 465.7). Google reviews live on Google, so (b) does not reach a Google gate. But if the same tool also feeds a “testimonials” widget on your website that shows only the fours and fives, check whether the display misrepresents the reviews submitted. Showing selected testimonials alone does not establish every part of that rule. The other half, § 465.7(a), covers threats used to get a review removed — a different problem, not gating.
4. The FTC's guidance, written before the rule existed
From the FTC's own guide for marketers, verbatim: “Don’t ask for reviews only from customers you think will leave positive ones.” And: “If you offer an incentive for a review, don’t condition it, explicitly or implicitly, on the review being positive.” Guidance is not a rule, but it tells you how the agency reads the law it enforces.
The case that made it real. The FTC's first case over hiding negative reviews was Fashion Nova, January 2022. The company, in the FTC's words, “used a third-party online product review management interface to automatically post four- and five-star reviews to its website and hold lower-starred reviews for the company’s approval”, and it “will be prohibited from suppressing customer reviews of its products and required to pay $4.2 million”. That was reviews on the retailer's own website — the § 465.7(b) situation, two years before § 465.7 existed. The same release carried a line aimed at the tool vendors: “The FTC also announced that it is sending letters to 10 companies offering review management services, placing them on notice that avoiding the collection or publication of negative reviews violates the FTC Act.”
The ceiling: violating a trade regulation rule — which Part 465 is — carries a civil penalty of up to $53,088 per violation under FTC Act § 5(m)(1)(A), listed at 16 CFR § 1.98(d). That figure is adjusted for inflation every January. It is a per-violation ceiling rather than a fine you should expect in the post, but a gate with a reward on it is not a free bet.
Why it does not work anyway
The customer who tapped thumbs-down still has a phone and still knows where the review box is. You did not delete their experience — you removed your chance to hear about it privately, fix it, and answer it in public. Some will post anyway, now with a story about being screened out.
A wall of five-stars with nothing under four reads as filtered to anyone who has hired a contractor before. Buyers read the two-star review and the reply under it.
And the data runs the wrong way. In one vendor's study of 335,520 deleted reviews across 22,292 profiles, 89.1% of the deleted reviews in that sample were 5-star and 5.9% were 1-star, with a median gap of 78 days from a business reply to deletion among deleted reviews with replies. These are shares within one vendor’s deleted-review sample, not the chance a review of any star rating will be removed. Google says it blocked or removed over 292 million reviews in 2025 by its own count. The deletion counts do not establish that a gating flow caused any particular deletion. The deleted-good-reviews data is on why good reviews disappear.
What to do instead
Ask everyone, the same way, after every job
Not just the customers who seem pleased — all of them, same wording, no reward tied to sentiment. That is the one thing Google's policy explicitly allows. The mechanics, link and QR, are on how to ask for a Google review.
Reply to the bad ones, in public, within a day
A public reply lets other readers see how you address the concern. The service problem itself still needs follow-up. Google's own rules for it are on how to respond to a bad review, with copy-paste wording for the trades on review response examples.
Flag only the ones that actually break policy
Fake, paid, off-topic, conflict-of-interest, mass-posted. A negative rating alone is not a removal ground. Google’s stated policy on removed violations is: “Reviews removed for policy violations won’t be restored.” The cited Google help pages do not give a success rate for flags — none, not even a range. What removal really involves is on what Google review removal really involves.
Use an honest request process and answer concerns rather than promising a rating outcome.
Nobody gets filtered away from the box. Every review gets a reply.
RaveReply drafts a reply to every review in your shop's own voice — dry, specific, and yours to approve by default. Automatic sending requires your explicit opt-in in Settings. It never screens a customer away from Google; selective positive requests break Google’s policy.