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
Wednesday, November 9, 2011