Client has 2 locations across the street from each other, 1 of them doesn't show up in Google Maps anymore unless you type its specific branch name. Help

[jaimeurteaga]

Client has 3 locations in NYC...

1 is on the east side
2 of them are a block apart on the west side (52nd & 51st street).

When you search the business name, you only see 2 of the 3 listings - 1 on the East side and 1 of the 2 on the West side.  On the West side only the one with more reviews shows up.

The semi-hidden location still exists.  You can find it if you type in the exact full name of the branch (it has the brand name + Midtown West vs its neighbor a block away that's brand name + Hell's Kitchen).  Otherwise, it's invisible.

The Hell's Kitchen location that appears has 3000+ reviews.  The hidden one (Midtown West) has only 250+ reviews.  In the past, all 3 would show up.

How do we get all 3 to show up again, at the initial, zoomed out view?

[MiriamEllis]

Dear Jaime,

What you're seeing may well be the result of a filter like Possum that is causing Google to filter out the weaker of the two locations that are only a block away from one another. Particularly if zooming in causes you to be able to see that 2nd West Side business appear, I suspect a filter. I can't say without seeing the query for myself, of course, but that would be my guess based on your description.

As you've mentioned, the filtered location has a weaker review signal, and it could be that it has other weaker signals, too (maybe fewer links to its landing page, less accurate citations, etc.). So, that may be all the explanation needed as to why Google is showing one West Side location over the other. You can invest the time/money in building up all signals for the filtered location, but what you can't do is guarantee to the client that Google will then unfilter the location. That's up to Google, not you and not your client, so be sure you set correct expectations surrounding this.

Given that your client is multi-location, if they are worried about this scenario, I would ask them to perform an exercise. Ask them to manually search for whatever the keyword is in question from a device located at that filtered location. Given Google's bias towards searcher proximity, it may well be that customers near the filtered location are actually seeing it appear, whereas you - using a tool or a proxy - are getting a view centered in a zip code or at some other point on the map. If nearby customers are seeing the location nearest to them, then there's really no cause for concern.

Hope this helps!