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Google My Business rep refusing to correct errors in description

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# 1
Visitor ✭ ✭ ✭

I'm an agency helping a hotel with its Google My Business listings, and we ran into a wall with GMB support. The following listing:

 

GullWing Beach Resort

Address: 6620 Estero Blvd, Fort Myers Beach, FL 33931
Phone: (866) 873-5527

https://plus.google.com/+GullWingBeachResortFortMyersBeach

 

has an incorrect "Hotel details" portion in the right-hand panel that shows up when you do a Google search for "GullWing Beach Resort". For example, that "Hotel details" text includes the phrases, "free Wi-Fi" and "complimentary parking" and icons below that say "Free Wi-Fi" and "Free Parking".

 

But since wi-fi and parking are included as part of a resort fee, they're not really free. If a prospective guest sees this incorrect information, they could complain that the hotel owner is being misleading or dishonest.

 

We contacted GMB support to ask how we can correct it, and their response was:

 

"Right now there is no such feature to edit the description from dashboard directly. We are working on it though to improve the service of Google My Business. Business details displayed on Google come from a variety of different sources and are meant to provide customers with the most complete and up-to-date information possible. The details associated with your business come from the information you provide when creating and updating a verified business listing, reports from users, and other sources."

  

Apparently the "Hotel details" portion is automatically generated by an AI, and cannot be edited by a GMB employee or the owner of the hotel, even if the owner has a verified GMB listing.

 

I find that surprising. It's harmful to customers, harmful to Google, and harmful to the hotel owner for there to be incorrect information shown in that panel.

 

Does anyone have similar experiences, or advice on what to do in this situation?

 

Thanks,

1 Expert replyverified_user

Google My Business rep refusing to correct errors in description

[ Edited ]
Top Contributor
# 2
Top Contributor

Hi @Dan L

I don't know the wording of your request to the Google Support.
Asking  how you can edit it the given answer is obviously correct as you can't edit it. (btw its the same thing  as you can't provide it through your GMG dashboard)

 

But Google Support should be able to correct wrong displayed amenities as well as other wrong stuff like bad created "editorials" or similar.

Its their job

 

I therefore recommend to contact again business support requesting  from support they should correct any wrong stuff displayed in the knowledge graph.


EDITED: 

Note the owner of the listing should contact the support .

 

In case you are managing the hotel listing in your own dahsboard this would be fine.

But contacting somhow the support  based on "just helping the hotel" is not suffient IMHO

 

I recommend getting in touch with GMB support via one of these options and ask for help in getting corrected

Talk to a specialist

Facebook

Twitter

If they again refuse to correct obvious bad content please request a case ID from Support and  come back to here 

 

I will then escalate your issue bit higher up the ladder.

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

Google My Business rep refusing to correct errors in description

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Yes, someone from the hotel with GMB Manager access is doing the requesting, so that shouldn't be the issue. We'll ask again and get a case ID if we don't get anywhere.

 

Thanks, Helmut!

Google My Business rep refusing to correct errors in description

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

Helmut,

 

In case ID 7-2340000015528, on January 31, 2017, the hotel emailed a Google rep to correct certain words in the misleading description. The email came from an address with Manager access to the GMB listing.

 

For example, the hotel asked to change the word "kitchen" to "kitchenette" and the word "hotel" to "resort". There were other small changes, but that gives you an idea. Let me know if you'd like me to list all the changes in this thread.

 

After several emails back and forth, the changes are still not made.

 

Please let us know if there's anything we can do.


Thanks for your help,

Google My Business rep refusing to correct errors in description

Top Contributor
# 5
Top Contributor

reading your response I feel not very confortable to escalate your issue.

 

While I agree the support should be obligated to correct wrong or false information of the "description" I get from your post the impression there is skind of ome hairsplitting between owner and support about choosing better or slightly different wording  ("kitchen" versus "kitchenette" or similar)

 

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

Google My Business rep refusing to correct errors in description

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭

Helmut,

 

The reason I described the changes as small was not to make them seem insignificant (to some guests, a kitchen is a significantly different thing from a kitchenette), but to emphasize that we're not trying to re-write the description from scratch, which Google support told us we couldn't do.

 

If escalation is not an option, what should I recommend to my client?

 

Thanks again for your help,