Long and controversial discussion on the effect TripAdvisor has on businesses, opinions on both sides.
It would be a good thing if all the businesses that have been unjustly slandered by TA could get the word out...could we come up with an anti-Trip Advisor Slogan which would indicate how useless TA is rated by Hospitality Professionals? The only other suggestion is to join as many blogs as you can and give Trip Advisor a dose of what they are doing to us...let everyone know how TA is not "Telling the Truth"...we should all show them that we can play their game...but we ARE telling the truth! Give examples of how TA has promoted a lie...all the time hiding behind a law that will soon be challenged...I hope there is an investigtion into how they do business...wouldn't you love to see them shown for what they really are?
Join those blogs...and get the word out!
Reply to this Hi Fairreviews
I had the same problems when trying to post a managers response. They sent it back to me saying that it did not meet their criteria. 4 times I reworded it, twice I had the same response and on the 3rd go.....nothing......I too tried to find out what had happened to it but they said they had not received it. I sent it again........nothing........I contacted them again, well I tried to, but they don't reply.
No, this is not fair. Not when any maliciously minded individual, whether or not they have actually stayed with you, can write exactly what they like making blatantly libellous comments and ruining owners hard worked for businesses. If these comments were true, why did the so called customer not say something whilst they were supposedly staying and why are they so scared that they have to call themselves some ridiculous name. I know if I had a complaint, I would want to try and get it sorted straight away, I wouldn't wait 'til my holiday was over.
Trip Advisor( it galls me to write their name and give them more publicity ) need to be investigated properly. When I contacted Mass Gov Consumer Complaints I was just told that my complaint would be added to the list. Lists don't stop these type of people.
I will say that after bombarding TA regarding a comment made by someone who did not even stay with us ( evidenced ) and threatening them with court action, miraculously the comment was removed. It doesnt make the situation any better because the same person has written another one.
I have decided to ignore all comments, good and bad, and only take note of comments made on our customer feedback forms and in our comment book. At least that way I know the giest has stayed. If viewers can't look at anything other than a bad comment and say it helped them decide not to stay with you then maybe they are not the sort of guest you really want staying with you.
I wish all posters here the very best in their businesses and fingers crossed that we all have a successful 2009.
Reply to this Rubyjas,
I know exactly what you are talking about. In the last week I have sent TripAdvisor over 10 emails. They have only responded to one email saying they will "investigate", however, we will not be notified of the investigation details or their decision. What??!!! It is so frustrating. They have stopped responding to the emails. I am unable to reach them by phone or fax. What kind of business is this? You can't even talk to a real person.
I have thought about threatening them with legal action, however, I am worried that doing so will cause more problems. I have read other posts saying that TripAdvisor removed all of the good reviews, leaving only bad reviews. We are trying to ignore the reviews, but that is also difficult when we have people calling daily about reservations and they bring up the horrible reviews on TripAdvisor. How do you respond to that? You're right, maybe they are not the sort of guest we want staying with us if they are so worried about the reviews on TripAdvisor, but we cannot let this ruin our business either.
I did file a complaint with the FTC and I was thinking about filing a complaint with the BBB, but I am worried this would cause more problems with TripAdvisor. Do you have any other suggestions?
Reply to this What do you have to lose...it is actually liberating...we have a 4.5 rating but yet we are placed below the 3's (because we challenged them)...after they took off the 5 excellent reviews and replaced 1 of them after the author proved who she was (she was a reviewer from a B&B website)...we still have a 4.5...if people cannot see this how this system does not jive...then they deserve to stay at the inferior places. Do you really want any of those people who can't see past the facade? I am glad they are staying at my competition...let them drive them crazy...there are enough savvy people to go around...and we are actually doing better than before!
Look at it this way...what kind of person actually brings up a bad review...do they think that you are going to say, "Yes, all those terrible things that fake person wrote about us are true." You are also a consumer...would you actually say that when you call up a business? Do you want a brazen wacko like that in your rooms?
We found some "seeds" after this NY couple checked out...of course, this jerk complained on TA that we didn't give him breakfast at 5:30 am and didn't like the towel warmer in the bathroom...he was so lucky we didn't call the police on him...see what I mean...people that use TA are not the kind of people we want at our place.
And now they can't try to use TA as a threat when they want to cancel because "their cat got sick"...go ahead! Now they have no leverage.
We have not had 1 single person ask us about the reviews on TA...I think when anyone spends any time on the site they figure it out...and who wants to waste all that time trying to figure out which reviews are real and which reviews are fake? When we travel, we can tell right away from the photos and quality of a website what the place is all about. You can tell the quality of just about everything from the pictures.
I have not been on the site in 4 months, but what a joke when you read the bazaar reviews about an economy motel...what did they think they were going to get...did they really think the low price wasn't indicative of the quality?
We have had our place for 6+ years and built up our repeat customer base to 35% in our off season...so we know what kind of place we have and so do our "valued" guests...the guy from NY really needs to stay in NY...he isn't welcome here...we do keep a list. Maybe if TA did their job, the people writing the reviews would have to prove they stayed there before they wrote a scathing review. Most of the bed and breakfast websites enforce this policy...so you see very honest reviews...most of them are not rave reviews but speak about specifics. One of our competitors got bashed on one of those sites and since the person proved they stayed there...the reviews stays on...of course...this particular place is #1 on TA...dah...who is writing all those rave reviews on TA?...dah!
I still believe TA's days are numbered... the legal arena hasn't kept up with technology, so the laws are antiquated...just a matter of time before the vail that TA hides behind gets ripped away...soon I hope!
Reply to this I am having horrible problems with TripAdvisor.
The last two reviews posted against my company were seriously flawed. The reviewed mentioned things in the review which we knew to be false and when we pointed this out, TripAdvisor said we could not make accusations directed at the reviewer.
How does one write a response against "wife beating" when one does not beat one's wife? It looks as though you do and you are defending yourself and this is the position they have put us in.
When I query them on their support forums. the Administrator simply deletes the posts!
I want to know if anyone can tell me where and how to file a complaint against TripAdvisor
Reply to this Read this: http://connect.phocuswright.com/2009/07/tripadvisor-needs-to-move-to-a-no-stay-no-say-approach-to-reviews-to-protect-brand-and-online-reviews-generally/
Very enlightening!!! We need more articles to expose TA...so keep the heat on!!!
And, remember how I stated that we were doing even better? The 2 top inns in our area (according to TA) have been virtually empty!!!! We are kicking a... Gee...do you think EVERYONE but TA realizes what a joke the site is???!!!
Reply to this Here's an article about a company which was fined for writing fake reviews.
http://www.oag.state.ny.us/media_center/2009/july/july14b_09.html
Reply to this Here's proof that tripadvisor permits fake reviews for its TA award winners. Check out the ridiculously high number of reviews for Rock Cottage Gardens in Eureka Springs Arkansas. Query: How is it possible that five (5) little cottages could generate 403 reviews, all of which are 100%!p(MISSING)ostive. Nothing is ever posted that could detract from the B & B. Not even the fact that it is on a busy throughfare, or that it is across the street from a hospital.
Compare that with the 550 room Fairmont Chateau Whistler -- it has 190 mixed reviews.
Also, check out the number 2 B & B in Eureka Springs -- Evening Shade. It is trying to overtake Rock Cottage Gardens with an unbroken string of rave reviews.
I called this to the attention of TA. Needless to say, no response was forthcoming.
Reply to this Sadly many travellers mistakenly see Tripadvisor as some form of bible and until that changes it will continue to present a skewed view of any property. Where laterooms and booking.com only invite reviews once you have stayed - you can join Tripadvisor any time and leave any review on any property without any proof of visitation. I personally know of properties that leave negetive reviews on competitor sites and positive reviews on their own - these guys are clever and hiding their tracks from tripadvisor, but that is pretty easy anyway! For my part I have had a customer post a bad review and then remove it for a "fee". I paid them off and the review came down and I am happy to stand in a court room and prove it becouse the reviewer was so stupid and greedy everything is in emails! I am now seriously thinking of starting an anti-tripadvisor and happy to pay for it. Would get some serious traffic and PR, I think! On another level Tripadvisor and their "reviewers" need to keep in mind how else onwers can use the reviews. I know of some owners who have used a review as a foundation document for disciplinary and dismissal cases where the staff member was named in a review. I am an owner and happy to take the slings and arrows of Tripadvisor, they are a powerfull and formidable force!
Reply to this Dear Iani,
You read my mind. I was thinking also of having a website where owners can respond legitimately to fraudulents posts on TripAdvisor.
TripAdvisor holds up the First Amendment which -- according to their rules -- applies only to themselves and the reviewer but not the owner who is prohibited from categorically stating that the review is false.
Therefore, me thinks, there ought to be a similar TripOwnerAdvisor website where owners can freely post their management responses.
Terry
Reply to this Thanks Terry. I have actually just registered a new .com domain and will get my PR and web guys to start a campaign. I am a really small beer owner with a couple of hotels in scotland and a consultancy business but I see this investment as really worth while and I imagine the traffic could be pretty strong. I'll post with progress.
Cheers Ian.
Reply to this Hi Iani
Would you post on here when your anti TA is up and running.
I am based in East Yorkshire
Jas
Reply to this I was a guest in a property in Ieland that where a drunken guest returned keys to the B&B that he had earlier removed and returned them in a very abrupt and agressive manner, later the landlord contacted me and asked me to read a review that this person had written on the tripadvisor.com site, I was HORRIFIED at how this man was allowed portray this B&B twist and turn an incident into a very defamatory review and I wrote a review stating that I was a visitor that was seated in the garden on that evening and had seen nothing as referred to in this review and my review as posted for about 10 days and then removed at the request of this horrible man, I then wrote to Tripadvisor and was informed that this man was entitled to his opinion whether or not it was the truth and that they were not responsible, my husdand and I both sent our account of what happend which proved that this review was untrue and defamatory, yet they refused to remove the review, they removed our reviews and when we wrote on their forums about why are reviews were not posted they closed our accounts. Now I see the review is still in place on their site but a legal advisor to the B&B has posted a management response which contradicts the review so why are tripadviosr so adamant that this review remain on the site when they have had to publish a contradiction. I believe that they must pay for bad reviews. By the way 33 people have indicated that they have read this review and have indicated that it is unhelpful, a compliment from another member states that they have viewed CCTV and find that the review is untrue. What have Tripadvisor gained from that review except to damage the business of a very good B&B, my husbands and my reviews were not posted and we know of another couple who made contact that did not have their review posted either. Tripadvisor said they did not their guidelines, but the one posted breaks at least 3 of their own guidelines. There motto "get the truth - then go" is a false motto. details of the property can be had by emailing or messaging me privately as I do not want to cause further insult to the landlord by publishing the details here.
Reply to this just been contacted by smiling irish eyes about this forum, I am delighted to add our piece to this forum - we too were staying at the B&B referred to in the above message - the review is totally untrue this man was out of his mind with beer had taken the keys stating he intended to stay then rang the lady and cancelled and refused to bring the keys back so when they suggested collecting the keys for the purpose of security, he lost his cool and then without due consideration for other road users drove on the public road to return the keys driving in a very erratic fashion onto the property disposing of the keys out of the car window telling the landlady in full view and earshot of us guests who were seated on the patio where to stick her f---king keys, and then driving off like a lunatic I cannot think the reasoning as to why Tripadvisor have allowed the review and then the rebuke obviously when contacted by the legal advisor of the B&B as it is a legal advisor that posted the rebuttal, I have submitted a review but am advised it is against there guidelines probably because it is true, the other couple who are from the west of ireland but now also live in the UK both submitted reviews and got the same response, I emailed Tripadvisor and received a response that this man was giving his side of the story, and was entitled to his opinion, when is anyone entitled to post such, scurilous, libelous untrue statements and get away with it? Tripadvisor need to be made aware of the damage that they are doing to good businesses by allowing this type of crank post a review, I just could not believe the way what happened was put into a review, I called to their office in Mass. when in the states in April and was told that they always leave negative reviews because they get more clicks and the clicks on their site are what make it the most popular travel site. So how about that for making youself popular Damage anyone else in the process!!
Reply to this I read the last two entries and sympathise greatly. If you are passionate about what you do or form a real attachment to a particular property, it is heart breaking to see it hammered in full public glare. However I'm afraid you're missing the point entirely, Tripadvisor is a hard core business, it has no interest in being a public service. It wants hits, traffic and click throughs - end of story! There is no mystery as to why it offers direct links to hotels.com, expedia, lastminute, laterooms, travelrepublic and of course the massive range of partners (advertisers) - this is a big global business!
As it happens I do not think they are paying for reviews at all, good or bad. It is so much easier and cheaper than that. They only create this brand image that says they are here for the consumer, make it easy for anyone to abuse it one way or the other, then sit back and watch the mayhem and clicks roll in.
What is necissary is convincing the public that Tripadvisor is only a business and not worthy of their reviews or opinions. This may inevitably mean giving the public an alternative and that may mean promoting/approving other booking sites that have a review mechanism with intergrity. Not all operators want to pay those commissions or see their room rate compromised too much, so perhaps not a solution to all.
Ian
Reply to this Exactly...it is a business using any means possible to boost its ranking and thereby getting more advertisers... and so on. I had a lawyer send a letter to them at the cost of over $700.00 to make them aware of our inn's particular situation...their answer is that they are protected by law and are just posting the opinions. Yet, when owners try to post a reply, they will not post anything that even HINTS that it is not true....I guess our opinions don't count???!!!! Again, I ask, how can a business correct a problem, if it isn't even a REAL problem?
We were actually contacted by PAII who was actually offering a web seminar of how to work with Trip Advisor! Why would any professional organization suggest that we support a site that slanders us?
When are the lawmakers going to get on the ball and start protecting the rights of businesses? After all, aren't we the ones who keep this economy going? You would think, now more than ever, small businesses should be helped to stay in the black.
Again, I must say that we are still kicking butt over the top TA B&B's in our area....what does that tell you...I think the public has figured out that TA isn't worth their time and no one is really using it...except, perhaps, the crazies and competitors trying to hurt another business.
In my humble opinion, I believe it is all about karma...it all comes back...one way or another. Our good karma is shown in the huge repeat customer base we have. This year they are staying not just for 2 or 3 nights, but 6 & 7 nights at a time. The CEO of TA and all his cronies may be raking in the money now, but just like all the other crooks (many who have been in the news lately), they will get theirs...whether it is in their personal life or professional life(did I really call them professionals??? change that to job)... they will eventually reap the negative consequences (in this life or the next),
I am looking forward to the day when I am no longer a business owner, afraid of any bad press, so I can blast them out in the open!! That day is coming...and I am sure there are many of us out there! Watch out Trip Advisor!!!
Reply to this I've been asking TripAdvisor for about two months now for the address for their UK office and they are point blank refusing to give me the answer. They keep saying "post a reply in accordance with our guidelines".
Does anyone have a UK postal address for them?
Reply to this I have found a listing on 192.com for Tripadvisor Ltd @ 7, Soho Square, West Central, London, W1D 3QB telephone
Hope this helps.
Maybe all the UK establishments that have had false and libelous reviews made should contact this office. I am sure there must be laws in this country that don't allow them to print this type of comment.
Regards to you all
Jas Reply to this If this TripAdvisor is the same company as TripAdvisor.com then it would be subject to UK laws.
Reply to this 
