Anger grows against TripAdvisor following Cutting Edge documentary
The TV show looked into the affect 'nit-picking and abusive reviews' can have on the owners of hotels, B&Bs and restaurants by interviewing some of those who have been at the receiving end of negative comments and putting them face-to-face with their online critics.
Business owners featured, such as Colin and Sarah Bowett of The Olde Forge Seafood Restaurant in Thursford, Norfolk and Bev of the Hollies B&B in St Ives, questioned why critics fail to make their feelings known during their stay or meal and showed the impact negative reviews posted on TripAdvisor can have on their livelihoods and own wellbeing.
"They say they had a lovely time to your face and then go away and write a nasty review," said Sarah.
Campaign
Following the programme, many restaurateurs, hoteliers and B&B owners, already unhappy with the way some businesses are treated by TripAdvisor, spoke out on Twitter to share their feelings and thoughts on its representation of the industry.
"What TA misses is they don't encourage people to take up there (sic) moans with owners etc first. If u went to the butchers and had a not so good bit of meat, you tell the butcher, you don't run off to the nearest PC to complain," said @theswanbampton.
"Didn't even scratch the surface, showed what we are up against but didn't show how sinister TA are by doing nothing to help," said @Cock_Bull, the Scottish restaurant considering a lawsuit against TripAdvisor for failing to remove a potentially defamatory review.
"Disappointed TV never shows the great things hotels do 24/7 or the great professional service it delivers" said @experiencecoach.
"The industry has got to mount a campaign aimed at bringing TA to account for publishing reviews that can destroy lives." said @MikePem.
Impact on business
A statement from TripAdvisor said the documentary was 'clearly a portrayal of extremes indended for entertainment purposes' but said the company recognised the impact reviews could have on a business and had measures in place to help businesses deal with them.
It said: "We do appreciate the impacts that reviews can have on properties and for this reason we have numerous mechanisms in place to allow hotels and other businesses to address reviews they feel are false or unfair.
"For instance, we offer a management response tool that allows hoteliers to respond to specific traveller reviews. This gives business owners the last word. We strongly encourage business owners to take advantage of this feature; according to a recent Forrester survey commissioned by TripAdvisor, 71 per cent of travellers think seeing a management response to reviews is important.
"TripAdvisor was founded on a core set of principles - to give travellers a voice to share their experiences, promote consumer choice and encourage a level playing field for everyone in the industry – all within a free, open and honest forum. This remains our mission.”
