TripAdvisor faces ASA investigation after review complaints

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Oneworldplus2

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Heads up for people using TripAdvisor for reviews.

TripAdvisor faces ASA investigation after review complaints

Thousands of hotels claim travel website does not check its reviews and many are therefore misleading, fake or defamatory


TripAdvisor to be investigated by ASA over claims of 'fake reviews' posted on site

As many as five million of the most current reviews on the website could be fake, according to Chris Emmins, co-founder of online reputation management company KwikChex.com
After speeding eight months looking into TripAdvisor, Mr Emmins found that half of the 50 million reviews posted are more than a year old, making them out of date.
And of the 25 million left, up to 20 per cent of them could be bogus, he believes.
 
Thanks for posting, I assume there are a few hoteliers who hold TA in contempt. I do look at Trip Advisor when heading off to unfamiliar territory. I tend to look at it as I do certain types of medical research and consider it as very low level evidence. Unlikely to influence my practice, but worthwhile knowing what's out there :)
 
I have used Trip Adviser for reviews but I do not base my decisions soley on TA. I am about to start a 6 week holiday in Europe and have used Trip Adviser for back ups on some of my choices and ruling out some places. You have to go with your gut instinct.

I have also written a couple of reviews on Trip Adviser for feedback for others. Obviously someones experience could be totally different to anothers. And not everyone will make the effort to give feedback.

And unfortunately there are not always honest and reputable people out there. But you should never just trust one review
 
Plenty of fakes up there (both pro and against a particular hotel). Usually you can pick them. Sometimes I've reported reviews that sound "off" based on when I've stayed at a place, or just can't be true. They tend to get removed pretty quickly.

Quite simply put, the company involved (of course) has a vested interest in getting TripAdvisor to change their ways, so they will campaign heavily (and I won't suggest skew or create stats - make up your own mind!) to ensure it happens. Keep in mind they are a "reputation" company... So they want their clients smelling like roses, and able to control any negative publicity - or make it silently disappear.
 
This story has been around for quite some time.I post reviews on TA.So i guess there are some dodgy ones;).
Like any site you need to sort out the chaff.But if every review is negative then there is reason to suspect all is not well.
 
Need to look for trends, not specific one off issues. Every place has one off issues but if the trend is they have many one off issues :shock: then you can draw you own conclusion.

Matt
 
I have posted reviews on TA and sometimes have found that somehow I don't agree with the general "love in" that has been posted-generally those places have still been fine( just turn out to not be places found in heaven). I believe the site certainly helps me sort the chaff. Reading posts of the "destination experts" in the forum section can be excellent -can be repetitive though when the same questions are asked all the time!
 
Some cities are worse than others - Hong Kong listings for example are rife with fake reviews to either push hotels up the rating list or keep competitors down.

I use TA just for the user photos now, difficult to fake those if a number of diffierent users have posted.
 
The candid photos are generally a very useful tool to see how the hotel actually looks like, rather than how the hotel's professional photographers make the hotel look like.
 
Agreed about the photos.

TA as a business is pretty much stuck between a rock and a hard place. However, I pretty much always consult it to get a better feel for particular places (starting from the photos, then browsing the general tenor of the user reviews) or to get a general sense of what's available in a place I haven't been to before. I'll usually follow that up by going to the source (hotel website etc) and try to find reviews elsewhere to try to balance it out. Have found some absolute gems thanks to TA, and due to the extra research have managed to avoid places that appear too good to be true.

You're going to get fakes and unbalanced reviews wherever you look (both positive and negative). The hope is that, given the open nature of a site like TA, these will generally be sufficiently filtered by the community so that you get a truer overall picture of what's available.

It would be unfortunate to lose TA as a resource - I find it much like Wikipedia: never 100 per cent reliable, but a very useful starting point.
 
I've been using TripAdvisor for researching hotels in new places before I visit or book.

As a rule I ignore any review written by a person with only 1-2 reviews. I also ignore any reviews more than one year old. There are usually enough other reviews to compensate.

Certainly some of the hotels have worked the system to ensure positive reviews - that's the idea - to get happy travellers having good times and then writing good reviews.

This does raise the issue of identification of the reviews. Google+ is pushing to have people use real names. I don't know that I would write reviews (49 so far) if TripAdvisor reviews be directly linked to my movements. Not that I go anywhere interesting, I prefer not to have my competitors know exactly where I am and have been. Even my reviews aren't that interesting but have been of use to some other travellers.

I still get very positive outcomes from using TripAdvisor. Perhaps if some hoteliers spent more time on building their reputation and less on online reputation 'management' then they may not have such an issue.

Alby
 
I'm not too concerned about the fakes. The whole internet information system is full of fakes, but in the tailings is gold and its just a matter of using your own internet savy to tell one from the other - we would all be doing this on our daily internet travels I'm quite sure and barely thinking about it. Not a lot different to taking a straw poll at work about the merits of a local pub - you will be exposed to subjective opinion and, on the odd occasion, just outright lies, but one learns to tune the BS filter hehe.

I will base my travel/stays to unfamiliar places on TA reports and I'm not at all embaressed about that. I start with no knowledge at all, so even subjective opinion is valuable, so long as enough recent reports have been written to have half a statistical chance of getting an overall impression.

Like has been said in this thread, the obvious fakes are easy to spot. Posters with photos are very often high quality. Reading the reports, rather than just flipping through on the ratings (which I find less useful) gives a great insight.

tbh, I've not been disappointed yet, in all these years. I've missed some places that sounded great on the vendors own website yet got canned on TA (so won't know what they were really like), but am comforted by overall great experiences after filting available choices with a combination of vendor sell + TA reports.

After many years of doing this using the service I find that you can usually follow management change via TA. A place opens, does well, management changes, things slide and reports go bad, management changes again and reports start to pick up. but you need numbers of reports to make this service at all useful. Any hotel who's most recent reports are 2 years old and there are only 3 of them may be really really great, but its not worth my trouble finding that out ... I'll go where the outcome is more likely to be a known quantity/quality.
 
I'm a big fan of Tripadvisor if you are able to identify the dodgy/fake/unreasonable reviews. I remember one recently that complained that the hotel had not picked them up from the airport, even though they had not booked transfers! Some of the obvious first-time travellers aren't great, nor are the honeymooners as everything is either terrible and ruined their trip, or amazing and not a single thing wrong.
 
I'm a big fan of Tripadvisor if you are able to identify the dodgy/fake/unreasonable reviews. I remember one recently that complained that the hotel had not picked them up from the airport, even though they had not booked transfers! Some of the obvious first-time travellers aren't great, nor are the honeymooners as everything is either terrible and ruined their trip, or amazing and not a single thing wrong.

Ha!! Sounds like you are quoting Broome accommodation there :) I've just ready almost exactly what you've posted in a few reports on a couple of properties up there.

You are right of course, all these reviews are 100% subjective. You can also glean a lot about peoples social personalities from the reports as well. Pushing aside the outliers though, there are, for most decent properties, a good solid core of relatively balanced reviews which are incredibly useful (I think).
 
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Just doing some research tonight on Da Nang in VN for an upcoming holiday. After this thread I had to laugh at this 'review' by a traveler from Michigan where I think the first language used to be english. Key signs, language doesn't match the home port of the traveler, only 1 review, overly positive and poorly written. A nice and secure hotel

Reading the other reviews on that page, they look dodgy as well! and all co-incidentally have just 1 review.
 
I'm like most others here - I used it to triangulate my choices for out 7 week trip and only 1 turned out to be a hotel to which I would never return (HI Nimes). I've only done one review so far with about 20 to go from our trip - I'd better get around to them.
 
I'm like most others here - I used it to triangulate my choices for out 7 week trip and only 1 turned out to be a hotel to which I would never return (HI Nimes). I've only done one review so far with about 20 to go from our trip - I'd better get around to them.

I think that's pretty common practise. I often use a combination of TA, Booking.com and then the odd review here and there you find via the power of Google...... more often than not you end up getting something that resembles reality.
 
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