In the world of business, customer reviews play an instrumental role in determining the overall goodwill and reputation. Feedback plays a pivotal role in helping a business head in the right direction by overcoming the hurdles and improving itself along the way. So whether you are a hotel or any other business, your reputation over the OTA is extremely important for your customers. One of the biggest players online is TripAdvisor. With over 570 million reviews and 490 million unique visitors, TripAdvisor dominates the search results and user ratings for over 7.3 million hotels, restaurants, and activities around the world, as per its top travel trend report (2017-18).
Since TripAdvisor ranks amongst the highly visited OTA sites, reviews on TripAdvisor have a crucial role to play. Again, a review from one user is likely to influence other customers’ decisions to a great extent. For instance, if someone claims that the property is immaculate and the staff service is excellent, you are likely to be drawn positively towards that comment. On the other hand, if someone complains about the property being grungy and staff incompetent, this will generally be a massive turn off for others. After all, 94% of customers avoided a business based on a negative review as per the 2018 survey.
94% of customers avoided a business based on a negative review
While the first step is to boost your popularity ranking on TripAdvisor to get more reviews, it is equally important to stay away from the negative reviews. Everything that a customer writes about a hotel or any other service, to that matter of fact, may not be accurate. It must be kept in mind that a review is more of a subjective opinion after (or not) a first-hand experience which may or may not be the same for everyone. In a nutshell, all reviews are not reliable. Again, a deliberately crafted negative review bringing ill reputation to a business counts as fraudulent behavior. Hence every owner would be concerned about keeping away from such reviews which might have a stronghold over influencing the customers’ decisions in a negative manner.
Since one has no control over the negative reviews posted by the users, one has to opt for a viable solution. Sometimes an owner might just disagree with the content of a review as it might be a little misleading or detrimental to a property’s reputation. After all, there are two sides to every story! Again, it is not so easy to delete a negative or bad review from TripAdvisor just like that.
But the platform has a different policy when it comes to TripAdvisor review removal.
Deleting a review from TripAdvisor is not an option in the first place for any business. Hence a listing business will have to look for different options to tackle the situation.
Based on the scenario, the approach will differ. The following are the scenarios where you can request a review removal on TripAdvisor:
• Resolved Issues
• Fake Reviews
• Reviews Violating TripAdvisor’s Guidelines
• Major Renovation/Change of Ownership
However, it is only in the case of a major renovation or change of ownership that you can request TripAdvisor to remove all the past reviews.
Here is what we mean and here is how to go about it:
TripAdvisor allows a business to remove all the past reviews only if the implemented new changes are sufficiently indicated. Some of these changes include a complete overhaul of the lobby, doubling the occupancy, having a new management, etc.
How to Do It?
These structural changes must be clearly indicated. You can provide the following documents to support your claim:
○ An online press release with the publication’s letterhead documenting the renovation
○ Letter from city officials or Tourist Board verifying the scope of renovation and duration of the closure
○ Building Permit from the local city/government verifying the renovation project.
Process: • Sign in to your TripAdvisor account register and verify it as the new business representative. • Go to your Management Center and hover over “Help and Settings” on the top navigation bar and click on “Contact TripAdvisor.”
Select “Update business information” next to “Please tell us what the issue is” • Select “Report major renovation” next to “What do you want to do?” • Please add the required documents and complete your request via the “Submit” button
[Note: Aesthetic changes like the new carpet, paint or sign do not qualify as major renovation and so will not be taken into account if the review removal request is made solely on this basis.]
You can seek more help in this regard by visiting this page.
Removing a review from TripAdvisor might not be an easy task and might take some time as the site processes over 10,000 reviews per day. But with the right technique and patience, your business will surely see the light of the day in the form of more positive reviews. In fact, one of the best ways to combat negative reviews is to strive for getting more positive ones. Hence it is important to invest in a good reputation management solution that will help ease your worries to a great extent.
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