Anyone ever had a problem posting of TA?

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Hillbilly's picture
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10/22/2011

My family and I went on vacation last month and stayed at a place that has great reviews! Nothing below a 4 rating! I know that they are a paid advertiser on TA! We didn't feel the place was as great as everyone said! We didn't find it to be true! I wrote a review that was 3 rating and i received a email back stating my review would not be posted. This is what it said! ....Hello,

Thank you for contacting TripAdvisor.

It appears that your reviews have been caught up in our automatic filters and editorial processes, which will remove a post from our site if it is deemed suspicious for any reason. Unfortunately, I cannot go into detail about what triggered the removals, nor can I re-publish your posts.

However, we do want your opinion for other travelers to see. I highly encourage you to re-send your post for publication on our site. You may wish to review our guidelines for traveler reviews in case your original review needs editing: http://www.tripadvisor.com/help/our_guidelines_for_traveler_reviews

We apologize for the inconvenience, but hope that you can appreciate that TripAdvisor works hard to ensure that the information on our site is unbiased and pure.

Best Regards,
Meg
TripAdvisor Support Team

So I sent it again and said some nice things with the same rating!
Guess what ?!??! Same email back! Do you think they filter bad reviews for paying customers?

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Hillbilly

 

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Trip Advisor is the worst thing to happen to the lodging industry.  It is utterly impossible to speak to a human being, they are dictatorial and inflexible in the extreme.

To wit: We recently had the guest from hell.  She stood in our lobby and threw up (verbally) all over the place, going on and on about nonsense in front of other guests...  we almost had to call the sheriff.  Finally someone in her party came in and pulled her out.  She proceeded to write TWO blistering one-star reviews on TA, obviously changing her name.  In the second "review", the subject content was the same, verbiage was the same, and the second "reviewer" had only 1 review and joined the same day.  I appealed to TA pointing out these facts and they said "Go pound sand"... (in essence).  No amount of emailing, calling, etc would sway them.  So now, we have TWO "terrible" reviews from a toxic guest and there's nothing we can do about it.  I hate them with a passion.

Generic's picture
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02/24/2011

If you are a member of the PAII, see if they can help. If you can't, point out the problem repeatedly on their site. And reply to the review. Use the reviews as a way of promoting your business while straightening out what was there. I haven't read the review but something like "We are sorry that you felt that we were unaccommodating. We tried, but the barrage of verbal abuse and threats left us very little room to show you how lovely our rooms were, how beautiful our breakfast was or even how lovely the scenery and peacefulness of the accommodations."

Or method two is to reply in such a way that everyone realizes that this was the guest from hell. "We are sorry that your felt this way. We would have liked to have the sheriff here to discuss the matter, but one of your friends pulled you away before he could arrive." Basically discredit her.

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Eric Arthur Blair wrote:

And reply to the review. Use the reviews as a way of promoting your business while straightening out what was there.

Or method two is to reply in such a way that everyone realizes that this was the guest from hell. "We are sorry that your felt this way. We would have liked to have the sheriff here to discuss the matter, but one of your friends pulled you away before he could arrive." Basically discredit her.

I did that on the first review, but when I wrote a response to the second, bogus review, TA refused the response because I was calling attention to the fact it was bogus.  GOD how I hate them.

Generic's picture
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Post the EXACT same response. It should draw attention to the fact that it was the same person.

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Eric Arthur Blair wrote:

Post the EXACT same response. It should draw attention to the fact that it was the same person.

Great idea!

Madeleine's picture
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09/29/2011

tar4heel2 wrote:

Eric Arthur Blair wrote:

Post the EXACT same response. It should draw attention to the fact that it was the same person.

Great idea!

Make sure it's a short and sweet response. No one will read a long one. Long responses always make it look like the reviewer had a good point in complaining.

Write it down and then sit on it for a day. If you've got some pals in the B&B biz ask them to look it over. You're writing for the NEXT guest, not the PITA that posted.

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Madeleine's picture
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Eric Arthur Blair wrote:

Post the EXACT same response. It should draw attention to the fact that it was the same person.

Better still. Then it looks like a duplicate post as well.

Madeleine's picture
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09/29/2011

tar4heel2 wrote:

Eric Arthur Blair wrote:

And reply to the review. Use the reviews as a way of promoting your business while straightening out what was there.

Or method two is to reply in such a way that everyone realizes that this was the guest from hell. "We are sorry that your felt this way. We would have liked to have the sheriff here to discuss the matter, but one of your friends pulled you away before he could arrive." Basically discredit her.

I did that on the first review, but when I wrote a response to the second, bogus review, TA refused the response because I was calling attention to the fact it was bogus.  GOD how I hate them.

It's tough to go up against Goliath. Which means we, the innkeepers, have to be nimble little Davids. Altho reviewers routinely break the rules, their reviews are not reviewed by anyone. Our reviews are gone over with a fine toothed comb. SO, you have to think outside the box.

You got your one response in, hopefully short and sweet and explaining what happened. For the second review you cannot say anything that calls the reviewer a liar or any other appropriate name. But you do have this second opportunity to respond and point out things like the reviewer has only one review to her name and look at all the wonderful guest reviews from people with tons of reviews to their name.

If she complained about something, turn it to your advantage. Whatever she found as a neg, spin it positively. I had someone complain I didn't provide her with a complimentary drink on arrival. I used that to show we do not have tons of disposable plastic bottles because we are a certified green inn. And pointed out we DO have filtered water, hot and iced tea, hot cocoa, milk and coffee. But no 'sugary soft drinks in plastic bottles'.

We've all had the flaming idjit come thru the door. Most of us have at least one review that is beyond the pale. Spin the bad review. Of course, that does nothing once TA goes thru and recalculates your standing based on those 2 false reviews. We're still struggling to regain lost footing.

Another thing you can do is to write mgmt responses to the last 5-6 good reviews to make it look like you always respond and not just to the bad reviews. Again using the responses to thank guests for pointing out the wonderful amenities or pointing them out yourself.

Highlands John's picture
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04/16/2010

This is the problem not just with TA but many on-line companies, they hide behind their website and automatic processes and you can't get a sensible answer out of a human.

We had a horrible review a couple of years ago and every time I posted a management response it got rejected, but no-one would tell me why other than “it breached ta guidelines for management responses”. In the end I had to submit it 6 times before it was posted, turned out I was not allowed to direct quotes.

I've had a similar issue with Pa yPa l recently. Someone booked a two night stay for January and paid the deposit through our website. Very quickly the payment got put on hold and I had an email from pa yp al saying that the  transaction was suspicious and would be investigated. 10 days later I get an email to say the transaction has been reversed. 

I've tried to talk to someone but I just get the run around on automated telephone and email systems. Why would anyone use a fraudulent card to pay a deposit 4 months in advance of their arrival, chances are that by the time they check in the card owner would have noticed the transaction and all I then have to do is alert the police once they are here. I put all this on the case but the payment still got reversed and no-one will even talk to me, let alone tell me what the problem is.

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Nope.  I've posted quite a bit on FB and not all of my reviews are good.  In fact, I have a couple that are pretty honest. Try again from a different location.

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06/24/2008

I agree with the others here.  Try again elsewhere with a different email address. 

 

Breakfast Diva's picture
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05/26/2009

Like Maddie, I think it's your e-mail/ip address issue. Try doing it from a mobile device and see what happens.

Madeleine's picture
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09/29/2011

No. We used to pay and we got a 'terrible' review, so they don't filter because you pay. Try a different email address and a different IP address (go to your local library or Starbucks instead of doing it from home).

If you stayed somewhere near where you live and you are trying to do this from home, they may consider you to be a competitor trying to post a bad review. (Because your IP address will be on file if you have ever claimed your TA account or written a mgmt review.)

It's also why we rarely see guest reviews when they were written on site here.

Generic's picture
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02/24/2011

I think Maddie is right. It's likely your IP is flagged or your email address. I post frequently.

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