The General Manager at The Queens Hotel and Spa has written to customers concerned over Trip Advisor reports as follows:-
It would be my pleasure to inspire you with more confidence in choosing The Queens Hotel & Spa in light of your recent encounter with Trip Advisor.
While I embrace the concept of a being able to inform travellers of the merits of various destinations Trip Advisor credibility is poor. Being in the industry I am awash with horror stories of Hotel clients using Trip Advisor for blackmail, of rivals destroying their competitors’ reputations, and of PR companies being employed to enhance totally unsuitable properties, the list of abuses is extensive.
Further to the flaw of questioning the integrity of the review on Trip Advisor, this is made easier since comments can be posted in total anonymity.
It may be of interest to you when an utterly obvious and unfair remark has been posted by someone who quite clearly has not stayed at the Hotel, Trip Advisor will not remove the offending review and instead the establishment has to respond using the message forum. This means the illegitimate comment stays on the site.
Duncan Bannatyne described Trip Advisor as ‘despicable and cowardly’ when they refused to remove a review made about his 5 star luxury Charlton House spa resort in Somerset, when it was referred to as being similar to Fawlty Towers.
I will reiterate how highly I regard customers having information to help them with their choice of booking a holiday or making a dinner reservation, I dine out and take holidays too! Nevertheless, the unscrupulous nature in which Trip Advisor is operated and is manipulated by establishments and the absolute power it gives has tarnished its usefulness