Published on Wednesday, November 9, 2011

TripAdvisor launches hotline for disgruntled hoteliers


Travel review site TripAdvisor has beefed up its customer care in the UK following criticism from accommodation owners that it's guilty of unfairly damaging their reputations.

The site is facing legal action from one UK hotelier for defamation and the Advertising Standards Authority is investigating a complaint from online reputation management firm Kwikchex about the level of defamatory comments on its site.

TripAdvisor said today it had appointed a customer care manager to lead a new European unit to support registered business owners and managers, who will be given a dedicated phone number.

Hoteliers who believe users have posted unfair or defamatory comments on the site will be able to call the number to complain. Accommodation owners who have been 'red flagged' by TripAdvisor for allegedly posting favourable reviews of their own properties will also be able to use the direct line.

The new customer care team will be led by Sue Worth, who has joined TripAdvisor from a division of Invensys Operations Management, a FTSE100 company specialising in carbon and energy solutions, where she led their customer experience unit. She was previously guest relations manager for the Gloucester Hotel in London and has been responsible for implementing customer experience programmes for a number of companies in the technology and hospitality sectors, including Gulf Air Holidays.

“We're delighted to have Sue on-board,” said director of customer care John Dila.  “Her years of industry experience and her natural inclination toward superb customer service delivery will be integral in developing excellent customer care for the EMEA region, an integral part of our global operations for success.

This appointment, along with our new dedicated customer support number sends a strong message about our commitment to delivering quality customer care for accommodation owners.”

In a further attempt to stave off mounting criticism of its review site, TripAdvisor is inviting acommodation owners to learn more about the organisation and online reputation management. There will be an event in Liverpool on November 15 and in Exeter on November 17.



By Linsey McNeill


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  • Just corporate sound bytes

    Quote "Trip Advisor said today it had appointed a customer care manager to lead a new European unit to support registered business owners and managers, who will be given a dedicated phone number." registered with whom? Why not put a complaints phone number(sorry Public relations)for unhappy business owners on the web site? Or would that make it too easy for people to complain or do they not really want to listen and just issuing sound bytes?

    By Paul Davis, Thursday, November 10, 2011

  • Could have cleared it up at the time

    The hotelier who put her B&B up for sale after a bad review was guilty merely of leaving a slightly dirty toilet brush in the bathroom. She plainly pointed out that a polite "excuse me, I think you missed this, please could I have a clean toilet brush" would have solved the problem, rather than damaging her reputation by publishing one little slip all over the internet. Lets be honest, who actually uses the toilet brush apart from the cleaners anyway? Its insignificant to most of us, but people will assume the rest of the hotel is dirty too. And as for the guy who said he was bullied at school and never felt important until now, well its people like him who should be removed. Damaging other peoples' reputations just to make himself feel 'worthy'. The crime by the hotel he visited, by the way, was to bring him the wrong mixer with his vodka.

    By Claire Gerrard, Thursday, November 10, 2011

  • It does make a difference!

    If you have a negative review on trip advisor. I watched recently a television programme on people who self appoint themselves as reviewers. I suspect they do it to get a reputation and go after the freebies. One hotelier was so devastated by one bad and very unfair review she put her place up for sale. These reviewers are not professionals within the industry, but self appointed busy bodies looking for a few minutes of fame. Expedia openly admit that they get a huge amount of business from this site (which they 0wn) sadly I cannot find the entry or I would put a link up on a face book page where one silly woman openly admits her nephews put false reviews up on trip advisor of their mother's (her sister's) motel in Florida. I question the ethics behind the web site. But none the less on my message board members openly admitted it could affect their decision of where they stayed or ate.

    By Paul Davis, Thursday, November 10, 2011

  • Tighten the rules

    A couple of options, 1) charge people for leaving a review, that might weed out those sad 'professional' reviwers as seen on the Ch4 programme. 2)All reviewers have to scan in their hotel,B&B receipts, include their real name,room number and dates stayed. For TA records only, they should also have to leave their address and phone number. Such requirements should help 'tidy up' the review 'industry'

    By Keith Standen, Thursday, November 10, 2011

  • About time!!

    At last the behemonth Trip Advisor is taking action - if only prompted by legal challenges. Would it would do the same here in the USA. Kimberly King, The Green Cat Guest House, Poulsbo Washington State

    By Kimberly King, Thursday, November 10, 2011

  • Manage your hotel, not your PR

    If hotels spent more time managing their hotel than worrying about what the occasional, random customer said on TripAdvisor, they wouldn't need an arbitration service. The occasional malicious report is easily identifiable by consumers for what it is.

    By Mark Williams, Thursday, November 10, 2011

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