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Hotel Knowledge Graph missing Star Level

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Follower ✭ ☆ ☆
# 1
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Hello,

 

One of my clients, Hotel S...., has had its star level disappear from the Knowledge Graph:

 

strata kg.png

Typically the star level is displayed under the orange review stars, as it is here:

 

nikko kg.png

The GMB support rep I spoke with was clueless about the issue. Has anyone had experience resolving an issue like this? Any suggestions are greatly appreciated!

 

Thanks,
Aaron

 

2 Expert replyverified_user

Hotel Knowledge Graph missing Star Level

Top Contributor
# 2
Top Contributor

@Aaron H

 

I checked the website http://www.hotelstrata.com/ and couldn't even find any stars there as well.

Am I suppose to know about waht missing star level you are talking about and from where Google should gather it from?

 

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

Re: Hotel Knowledge Graph missing Star Level

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# 3
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Thanks for checking, Helmut. Typically, right below the orange review stars, a hotel KG will say "3-star hotel" or "4-star hotel." I believe Google pulls that information from other travel sites, Expedia, TripAdvisor, Orbitz, etc. If you look at any other hotel's KG, you should see the star level right below the orange stars.

Hotel Knowledge Graph missing Star Level

Top Contributor
# 4
Top Contributor

Sorry @Aaron H

I very well know what Google "typically shows" for hotels.

But in order to help you I need any source of the missing stars on the web

and not any sources but "typical sources" (I you can  imagine what I mean)

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

Re: Hotel Knowledge Graph missing Star Level

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# 5
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Sure thing. Links below include star/class rating, which is what I believe Google would reference.

 

Expedia: https://www.expedia.com/San-Jose-Silicon-Valley-Hotels-Hotel-Strata.h23486.Hotel-Information (3.5 stars next to the name)

 

Travelocity: https://www.travelocity.com/San-Jose-Silicon-Valley-Hotels-Hotel-Strata.h23486-p4.Hotel-Reviews (3.5 stars next to the name)

 

Tripadvisor: https://www.tripadvisor.com/Hotel_Review-g32761-d223311-Reviews-Hotel_Strata-Mountain_View_Californi... (3.5 stars below the photo/booking widget)

 

Booking.com: http://www.booking.com/hotel/us/holiday-inn-express-suites-mountain-view-town-center.html (3 stars next to the name)

 

Hotels.com: https://www.hotels.com/ho151567/hotel-strata-mountain-view-united-states-of-america/ (3.5 star rating below address)

 

Hotel Knowledge Graph missing Star Level

Top Contributor
# 6
Top Contributor

ok  

have you contacted Business support about this lack on star rating?

 

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

Hotel Knowledge Graph missing Star Level

Follower ✭ ☆ ☆
# 7
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I have, the rep I spoke with seemed clueless about the issue, and the only solution she offered was that the algorithm may sort it out eventually.

Hotel Knowledge Graph missing Star Level

Badged Google Partner
# 8
Badged Google Partner

First, Love Hotel S...  5 star reviewed by me in the past.

 

Google Hotel reviews do come at times from TRUST YOU, 

https://support.google.com/business/answer/4801187?hl=en

Hotel review scores

Some hotel scores are licensed from TrustYou, a third party. TrustYou creates review summaries and aggregates scores using reviews from across the web.

 

If you look at the Aggregate reviews rating that you even posted above, they are below a 4 rating level.

 

But as you show the issue is that their currently is No Rating at all. I wonder if the issue is with TrustYou as they seem to be the ones passing Data to Google....

 

One other recourse is to use the Feedback Button underneath the KG result ... If you are also registered the website with the Webmaster tools/ Search console for the  google associated email account, you should be granted special Feedback powers as it would recognize your Login as being associated with the Official Owners/ Representatives of the website.

 

Because I love Hotel S...., and because everything posted here will be index and searchable On Google, I would ask you and I assume you would concur, that this thread should be removed or at least edit out the Hotel S data,  as not to show up in normal search results for an Awesome Hotel.  Make sense?

 

Hotel Knowledge Graph missing Star Level

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# 9
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Thanks for the suggestions, Eric, all makes sense, and I appreciate the kind words about Hotel S. Re: editing the post to remove the hotel's name, I will definitely do so once I get this figured out.

 

I'm familiar with TrustYou, my company actually partners with them. I know that they provide the review stars and review summaries for hotels, but I do not believe they provide hotel class information, which is what the KG is currently missing for this hotel. I've tried going the submit feedback route, while logged in with the appropriate account you mention above, but was unable to specify anything to do with the hotel's class/star rating.

 

Re: Hotel Knowledge Graph missing Star Level

Badged Google Partner
# 10
Badged Google Partner

@Tim Capper    any idea's

 

Aaron,

 

Yup it does appear that the KG- Business page feedback only goes to the MAP edit.

 

I used the Feedback button at the bottom of the search results- footer, to submit feedback ( long long long shot)

 

Hopefully Tim or Helmut might have some other Ideas

 

@Mike Blumenthal  Idea's