Trip Advisor Tips on Handling Hotel Reviews
Trip Advisor tells owners how to react to criticism.
We strongly encourage hoteliers to address negative reviews. We often hear from travelers that how a property responds to criticism has more influence on their booking decision than the criticism itself. A management response is the hotelier’s opportunity to apologize and to let both that traveler – and all potential guests who are reading the reviews – know how they have remedied any problems. It’s an indication that an owner is invested in improving their establishment, and that they take customer service seriously.
April Robb, TripAdvisor
What Trip Advisor has to say is hardly earth-shattering – any owner worth their salt knows that (s)he should react positively to legitimate criticism, acknowledge shortcomings and take action where necessary.
So what a shame that Trip Advisor is guilty of ignoring its own advice:
- Trip Advisor rarely responds to specific owner concerns, preferring instead to issue automated messages which frequently miss the point
- Trip Advisor frequently censors and removes posts on its “Owners’ Forum” if someone dares to criticise Trip Advisor or mention its shortcomings
- it does so without warning or explanation.
For as long as I can recall, owners have been complaining about how difficult it is to get a proper response from TA. Frequently all they get is a series of automated emails instead of a considered reply. This lack of communication continues to irritate and frustrate owners.
A TripAdvisor rep should be the last person to lecture owners on communication and how to react to legitimate criticism. It borders on corporate hypocrisy.
*Full article by Daniel Ward Craig