Why unhappy customers still get asked for a review

Some platforms ask how your visit was, then send the positive answers to Google and quietly divert the negative ones to a private form. It is called review gating.

Google prohibits it, and venues have had listings penalised for it. We will not build it.

Everyone who opted in gets the same invitation, whatever they said. In practice that produces a rating people trust, and an occasional poor review answered well does you more good than a wall of suspiciously perfect ones.