My Business
1.8K members online now
1.8K members online now
Follow threads that discuss the latest tips on how to get your business online… for free!
Guide Me
star_border
Reply

Google Search / Maps venue missmatch

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭
Hi,
I'm the IT Manager for Liverpool and Merseyside Theatres Trust, we own and manage two theatres in Liverpool (UK).
We have the Everyman Theatre - which is on 5 - 11 Hope Street, L1 9BH
and The Playhouse Theatre - Williamson Square, L1 1EL

We are having a pretty big problem where customers particuarly from outside of Liverpool are getting the sent to the wrong venue when searching for the name of the theatre they want to go to.

As an example, searching Google for "Liverpool Everyman" the information pannel to the right of the search displays images and map info for the Playhouse - a bit of wikipedia information relevant to the Everyman, and reviews for the Everyman.

Searching for Liverpool Everyman in Google Maps also takes users to the Playhouse.

I have check over (and over) again our account information and addresses for our venues and everything seems correct.

We are getting lots of upset customers who are turning up at the wrong venue and not getting to see the show they have booked for, or missing the begining as they have to treck accross the city to the correct venue.

Can anyone help please, or point me in the right direction of correcting these search results?

Thanks

Mark Dennison -

PH search.PNGEv search in Maps.PNGev search.PNG

1 Expert replyverified_user

Re: Google Search / Maps venue missmatch

Top Contributor
# 2
Top Contributor

@everymanplayhouse

Hi Mark

I'm sorry you have this mismatch issue and thanks so much for providing pretty convincing facts and screenshots.

 

I have no good advice how to fix it soon.

But I think there are two actions possible:

 

what can you do?:

contact business support:

The best way to contact business support:
https://support.google.com/business/contactflow?hl=en

Ask then to change the wikipedia based (or missmatched) knowledge graph by an orderly created knowledge graph for your existent verified business page of the Liverpool Everyman Theatre

 

what will I do?:

I will escalate it to our communcation manager here and hope she will find the right folks at Google  to fix it asap

Regards

 

 

 

_________________________________________________________________________
Helmut Geissler, Google My Business Top Contributor   |  my G+ profile

Re: Google Search / Maps venue missmatch

Top Contributor
# 3
Top Contributor

@everymanplayhouse

Hi Mark

 

good news.

Heard a word from Google back and they confirm being "on  it"

While I can't give you any ETA for a fix they told me

"we'll get back to you as soon as we have confirmation of it being completed"

 

Fingercrossing though

_________________________________________________________________________
Helmut Geissler, Google My Business Top Contributor   |  my G+ profile

Re: Google Search / Maps venue missmatch

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭
Hi Helmut,

Many thanks for all of your help - it's really appreciated! :)

Mark

Re: Google Search / Maps venue missmatch

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
After talking to Google - they have suggested that this happens ue to page ranking - and because the Playhouse page is more popular - The knowledge graphs gets it information or the Playhouse rather than the Everyman and there is nothing we can do about it. They suggested we get the Everyman page rank higher - but then when people search for the Playhouse it will take them to the Everyman. I'm a little surprised by this explanation as there are plenty of large firms with multiple venues who dont appears to have this problem.

Re: Google Search / Maps venue missmatch

Top Contributor
# 6
Top Contributor
I'm not convinced the response you got from support is good & appropriate.
But as alreasy said:

I escalated it my way to the GoogleTeam and got a word they are "on it"

So let's wait on better feedback from the GoogleTeam.
_________________________________________________________________________
Helmut Geissler, Google My Business Top Contributor   |  my G+ profile

Re: Google Search / Maps venue missmatch

Top Contributor
# 7
Top Contributor
got a second word back from Google:

They're still working on it and they will try to resolve ASAP.
So please be patient.
_________________________________________________________________________
Helmut Geissler, Google My Business Top Contributor   |  my G+ profile

Re: Google Search / Maps venue missmatch

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭
Many thanks Helmut :)

Re: Google Search / Maps venue missmatch

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭
Hi Helmut - things seem to of got a little worse -
The search results have been changed, but they now point searches for both the Playhouse and Everyman theatres to the Everyman Theatre in Baltimore USA. So rather than being in the wrong street in Liverpool (UK) they are now in the wrong country! :(
I was wondering if this had anything to do with what the GoogleTeam where doing as mentioned above?

Thanks

Mark

Re: Google Search / Maps venue missmatch

Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭

We have also now had customers complain that search on their mobile devices has led to them calling Baltimore for show times etc.

Directions to the the "Liverpool Everyman" from Liverpool are "slightly off" also

googlemaps.jpg