Comments on: The nagging curse of Tripadvisor

By: Gillian Pritchett

Gillian Pritchett — Wed, 28 Dec 2011 00:30:29 +0000

I meant pleaded with not pleased with,,,, oh dear must remember to use spellcheck !!

By: Gillian Pritchett

Gillian Pritchett — Wed, 28 Dec 2011 00:29:08 +0000

I once wrote a review for Cambridge Bed and Muffin (a B & B in Cambridge, Mass.) and the owner reckoned my favourable review and photos did more for her occupancy rates than her own marketing efforts over several years. I stayed again a year later but Tripadviser rejected my review as I’d already written one.
I then got to thinking that a forum with a thread for each hotel would perhaps be better then peple could discuss aspects of a property and this might give a more balanced view. Some times what one person thinks is a smal room, or a noisey location may not be the view of the majority.
To your point about being pleased with for reviews – I agree this would be a total turn off even if I loved the place so on principle would decline to write one.

By: Ray

Ray — Mon, 14 Nov 2011 15:53:25 +0000

I agree that there are pros and cons with review sites. My personal method is to eliminate the glowing positive reviews and take a close look at the negative reviews. Most can be filtered easily to look for specific issues (problem with rodents, bad water pressure, restaurant closed, etc.). Each of us has different priorities. If we are looking for a beach vacation then of course the comments related to the quality of the beach and snorkeling are going to be much more important than the quality of the towels or room size.

The more information you have at your finger tips the better when it comes to vacation planning and TA is just one of the tools.

By: Kerry

Kerry — Thu, 10 Nov 2011 16:45:01 +0000

I think you also have to realise that these smaller places take every bad review like a stab in the heart. It hurts them on an emotional level as a bad review is normally a review on their own home, not a larger building just run for the purpose of making a profit.

I think they also battle with the internet. It’s new ground for them, and they don’t realise that one bad review amongst 10 shining ones, doesn’t really have an impact on business.

However, I have also heard terrible stories from some of these small places (I work with small B&Bs and guest houses). I have heard a few stories about customers trying to bribe them, saying that if they don’t offer them a discount they will purposely leave a bad review on TA. I can imagine it’s a bit overwhelming for them, and that’s why they are so desperate to try get more good reviews. You’re 100% right on the exceptional service though – I don’t think they would have to worry so much if they followed that path.

By: Heather

Heather — Tue, 08 Nov 2011 20:46:08 +0000

Very interesting post and good food for thought. I agree reviews are important for both the provider and the customer, its when they are censored or ‘bought’. Hostelworld.com doesn’t seem to be SO effected by this. What do you think?

By: AdventureRob

AdventureRob — Tue, 08 Nov 2011 20:23:03 +0000

Trip Advisor is certainly a doubled edged sword. It’s quite easy to play their system and also easy to have your business destroyed from a few irate lying guests.

Concept is good, but unfortunately like a lot of these businesses you end up having to read between the lines and rather than save you time trying to find the best place locally, you spend more time going through the top 10 trying to work out what’s going on and what’s honest. Painful for all involved.

I tend to not bother as I book through hostel websites so review on there if I get a reminder email to do so and feel my stay was any side of ‘as expected’.

By: Andy Jarosz

Andy Jarosz — Sun, 06 Nov 2011 22:50:07 +0000

Hi Abhijit, I’m hoping to go to Iceland in March – late enough that it’s not so cold, but early enough so that we can still see the Northern lights. I’ll let you know how we get on

By: Abhijit

Abhijit — Sun, 06 Nov 2011 13:15:15 +0000

You mentioned Reykjavik. I am curious – are you planning a winter trip to Iceland? Would love to know more about it..

By: Phil, B&B owner in Normandy, France

Phil, B&B owner in Normandy, France — Sat, 05 Nov 2011 08:47:00 +0000

The finger can also be pointed at TripAdvisor itself rather than the owners. TA advises owners to ask guests to post reviews (well, it would, wouldn’t it) and even provides online and offline “marketing tools” to “Get More Reviews”.

It offers 250 “business cards” free to give to guests: “Business-card-sized reminders you customise with your property’s name and address. First 250 cards are free”.

It tells owners to download a TripAdvisor flyer – “Download and print this free flyer to distribute to your guests.” which says “When you get home please rate us on TripAdvisor”.

Then there are the widgets for websites (packed with hard links to benefit TripAdvisor search engine rankings, BTW) and links to put into emails. “86% of respondents use travel sites to gauge other travellers’ opinions before choosing their accommodation – so the more reviews you have, the better! Place one of these widgets on your website, or add a link on your website and in emails to encourage your guests to write a review on TripAdvisor.”

Personally, I would rather live in a world without TripAdvisor (all this replying to reviews and managing online reputation takes precious time that I’d rather spend on guests and working on the gardens) . As its here I’ve got to make the best of it but I’m never going to beg for a TA review!

The owners who go OTT are a small minority who’ve been brainwashed by all the hype over online reviews. They need your sympathy, not your disdain!

Phil

By: Andy Jarosz

Andy Jarosz — Fri, 04 Nov 2011 19:21:52 +0000

Thanks to all for your opinions and personal experiences. I have come across a couple of places that have gone over-the-top (for my liking) in asking repeatedly for a review – in person while checking out, and again by email at regular intervals. Nothing as bad as Kate’s experience, which I suspect would try anyone’s patience.

In the big scheme of things it’s probably not a big deal, as Jeremy and Sam have argued, to get a single simple request. After all, one guest house owner I spoke with has no marketing spend, relying solely on their excellent Tripadvisor reviews – and they’re very busy. Perhaps a clue to John’s hotelier who couldn’t care less about the guide book review.

That said, there is still for me a admirable (and highly sustainable approach) where the little places just offer you a mind-blowingly good experience. Most customers will come thanks to TA reviews and will automatically be more inclined to leave their own comments, thus building on the business’s reputation – all without saying a word. It can be done as a few places do demonstrate.