to think threatening trip advisor. ..

(52 Posts)
softlysoftly Tue 14-Jan-14 13:41:12

... makes you a wanker?

Either send the complaint directly to an establishment or say it on the visit and give them an opportunity to deal with it.

Or if you feel aggrieved and unheard or think others need to know about the issue then do a tripadvisor review.

Sending threats about "welll this happened what you going to do about it tripadvisor beckons I think...." (ps the additional dots ups the wanker factor)

Basically translates as you want something for nothing.

Oh and saying "I'm going to report you to tripadvisor" is possibly worse, it's a review site not the fucking police hmm

annielouisa Tue 14-Jan-14 13:55:08

I think it depends what the something that happened was. Lots of people use trip advisor to choose accomodation and I think will be able to sift out the undeserved complaints if they are surrounded by good reviews.

If I have had issues with a hotel I have usually complained at the time but a couple of times have been totally exasperated by people being unwilling to supply what I paid for. My argument has usually be conducted with the travel agents/ tour company though.

Scrounger Tue 14-Jan-14 13:57:19

Most people reading the review will think that they are a wanker too. They should raise it at the time, politely.

TA does have its place but it is misused by some people. I look at the pictures for the condition of accommodation and it has put me off some places. Maybe TA should look have a better appeal process and remove unfair reviews.

What happened?

volestair Tue 14-Jan-14 13:58:22

Message withdrawn at poster's request.

softlysoftly Tue 14-Jan-14 14:00:16

I totally agree tripadvisor has its place I use it.

What I don't agree with is issuing a threat to a company. Ie x happened and I might do a TA review....."

The .... usually meaning give me something free or else.

No if you feel it need to review then review don't go issuing threats.

volestair Tue 14-Jan-14 14:00:16

Message withdrawn at poster's request.

volestair Tue 14-Jan-14 14:00:58

Message withdrawn at poster's request.

themonsteratemyspacebar Tue 14-Jan-14 14:06:02

I think that unless you work or have an association with a setting that can be reviewed on trip advisor, some people can be a little naive about how frustrating it is that people do not contact the place they have a problem with directly.
i say this as my parents take trip advisor reviews as gospel, no matter how much i explain it is not.

I recently wrote a complaint to management of a company and explained that i have never complained before (true) and i did not want to go through TA as i feel its an unfair platform to discuss issues in. He was extremely greatful and dealt with the issue impressively, and he appreciated that i hadn't took that route.

softlysoftly Tue 14-Jan-14 14:07:36

I've seen it a few times. I'll give an example:

Guest x comes to a restaurant without a booking, told they can have a table in 1 hour.

Guest x then says "well noone said I had to book I can't believe this if I don't get a table I'm reporting you to trip advisor"

Guest x gets no table so reports.

To me guest x is a wanker using a review site as a blunt instrument to get something they want and in revenge when it doesn't work.

Trills Tue 14-Jan-14 14:10:18

I find TripAdvisor very useful - when booking accommodation I always look at the poor reviews.

If the people giving 1* reviews sound like twats, or like they just have very different ideas of what constitutes a "good hotel" it can influence my decisions more than a big pile of "very nice 5*".

OTOH I think you may be a bit unreasonable - I think some establishments need to be reminded that the news of poor customer service can spread very fast and very far.

volestair Tue 14-Jan-14 14:16:02

Message withdrawn at poster's request.

ephemeralfairy Tue 14-Jan-14 14:16:57

grin at 'ups the wanker factor'

softlysoftly Tue 14-Jan-14 14:25:02

I agree vole some businesses are appaling at responding to complaints.

We have 90% recommend and mostly 5/4 * 4 bad 2 of which we accept as was in the early days precisely because we try to be perfect and respond when we aren't.

So when we get threatened actually it turns your complaint from one that I would have taken seriously toone that earns you a big (polite) fuck right off.

fluffyraggies Tue 14-Jan-14 14:25:38

I would imagine idiots saying this sort of thing are in the minority, surely. Like the annoying folk that think shouting about trading standards will get them preferential treatment in everyday unavoidable situations. Like a long queue.

As for Trip Advisor it's self. I love it! Some of the reviews are unintentionally hilarious. Like ''waiter smelt bad and slapped my wife'', and ''too much water came out of the taps; i would only give it 3 out of 10''.

I go on for a quick look at an hotel and end up on there for ages lolling.

CosyTeaBags Tue 14-Jan-14 14:28:54

I use TripAdvisor to plan all my travels, I find it very useful. It's usually easy to filter out the unreasonable complainers from the genuine reviews.

e.g. I was looking at a hotel in Egypt, which had lots of great reviews and one with 1* - the review was slagging off the weather, the egyptians, the country in general, not one word about the hotel! So the poor hotel has a bad review against its record because the reviewer didn't like the country it was in... hmm

With the example you give above softly - what's the worst they can say? "I wanted to eat at this restaurant, but they were full. I subsequently did not eat at this restaurant".. anyone with common sense will just look straight past a review like this, since it says nothing about the restaurant (other than the fact that they're popular!).

One thing I do find useful is when the proprietor responds to the reviews - both good and bad. so with the example above, you could respond "Thank you for your review. We strongly recommend that people book a table during busy times, as we do experience high demand (positive spin!). As you had not booked, we did advise you at the time that there would be a table available for you in one hour. You chose not to take us up on that offer. Should you wish to visit in the future, we would gladly book a table for you if you would telephone in advance. We take reviews very seriously, and will therefore be making it very clear that booking is essential during busy times" - That way, the reviewer is firmly put in their place, and anyone reading can see that you have given a sensible response.

Other reviewers will complain about genuine things e.g. decor is old fashioned, room is small etc - but I just weigh it up and think 'is that important?' and decide accordingly.

Those who run decent establishments shouldn't fear TripAdvisor in my opinion.

volestair Tue 14-Jan-14 14:31:12

Message withdrawn at poster's request.

enriquetheringbearinglizard Tue 14-Jan-14 14:34:56

I always go to the bad reviews first and make a judgement about both the negative points and the writer.
If they seem ignorant, expecting too much and/or complaining about insignificant things then I ignore.
If they seem to be well expressed, genuine and balanced then I would take a poor review into account.

On Trip Advisor the owner has a right to respond and some of those are very telling too.
I've seen some dreadful rambling rants and I've seen some skillful replies as well.

My favourite ever was a measured reply to the points raised (which seemed to address and negate the complaints) with a final comment along the lines of 'perhaps the unexpected arrival of your wife and children' had a major impact on your and your friend's enjoyment of the weekend experience, however, we felt it would have been inappropriate to intervene ... grin

CosyTeaBags Tue 14-Jan-14 14:36:49

Either send the complaint directly to an establishment or say it on the visit and give them an opportunity to deal with it.

I too disagree slightly with this - yes, of course if it is a genuine complaint, then complain. But TripAdvisor isn't just about complaining, it's about describing what a place is really like

So if a room is small, old fashioned, musty, has traffic noise, difficult access or whatever - none of that is anything to complain about, since the proprietor can't do anything about it - but it is something to note on a review so that people can make an informed decision.

I have chosen to stay at plenty of places that have bad reviews, but they might be cheap. or whatever, and so I go knowing about the potential bad points, but accepting them. So when you arrive you don't get a nasty surprise when its not as it was described on the proprietor's website.

Sorry, I realize I've veered off from your original question OP - yes, threatening to 'Go to Tripadvisor' as if they're the police is definitely wankerish.

softlysoftly Tue 14-Jan-14 15:01:52

I think I should have separated the "or" so go straight tothe establishmentor tripadvisor as the 2 options rather than threaten.

I think as a business you get to the point where at first every bad review is like a gut punch. Honestly really upsetting but you steadily get to a point where you have to try and be objective and as long as you did your best if there is nothing constructive there all you can do is ignore. TA reporting service is pointless, yes you have a right to reply but there is no influence on your rating which directly affects income it really does.

One of the bad reviews was openly racist, yet tripadvisor ignored any reports and while people who read it can see through it that doesn't hinder the fact that you drop in the rankings and it just shows as a black Mark on those skim assessing.

Boreoff456 Tue 14-Jan-14 15:50:21

My business is on trip advisor. Its good and bad. One groups of customers told us they would give us a bad review if we did not gibe them free drinks. We refused. They put on 3 reviews, then a week later another review under a different name.
the problem with trip advisors is that its difficult to get a bad review removed. Even though another customer saw the reviews and reported to trip advisor that they had witnessed them threatening us.
We had another complaint we cooked on a BBQ, even though our name states we are a BBQ restaurant.

The upside is that most people who come in, that have seen these reviews, think the people who did them are wankers. We are a busy restaurant and the bad ones didn't seem to effect us.

Most people will take the overall rating and judge the tone of the bad reviews. Overall we have 4.5 stars on over 500 reviews. That matters more than a few shitty reviews.

I have seen reviews on there that have complained that an Italian restaurant (in Italy) had no English waiters and all sorts of crap. Normal people recognise these idiots.

We generally respond to all reviews including negative ones.

magimedi Tue 14-Jan-14 16:04:28

I use TA & take many of the reports with a hefty pinch of salt as it's usually obvious who are the moaning tossers.

Boreoff - I am always impressed when owners take the trouble to reply, it shifts the establishment up a notch or two in my own ratings.

Boreoff456 Tue 14-Jan-14 16:10:50

Thanks magimedi I think its important, to interact with customers and when complaint is genuine it needs assessing.

Just to point out, you shouldn't believe all the goods one either. A couple of restaurants close to us have been placed at the bottom of the list because TA believe their reviews are fake. Don't know if its true or not but fake positive reviews do happen.

Taking the overall view and rating is a better idea.

softlysoftly Tue 14-Jan-14 16:18:48

I agree and we are thinking of starting to respond to reviews, one partner has been adamant we shouldn't so a bit of debate!

Also agree re the good ones, the 2 top restaurants in our area are clearly putting on fake reviews there are 5 with the exact same phrasing! You do need to pick through.

Awareness wise it works though, tourists to an area will go through the top maybe 10-20 restaurants to choose an option, they aren't looking by name which means clearly fake reviews not handled by TA are galling.

Boreoff456 Tue 14-Jan-14 16:23:17

One of the restaurants near is had a review that finished with 'come and see us and you will be impressed'.
TA still didn't take it down.

NewtRipley Tue 14-Jan-14 16:38:01

I find TA useful, but you can spot the twats with ridiculously high standards and unreasonable complaints, so I do take it all with a pinch of salt. And yes, they are probably the ones you are talking about OP

NewtRipley Tue 14-Jan-14 16:39:43

Agree with Cosy, basically

softlysoftly Tue 14-Jan-14 16:40:44

I know so obvious!

BrickorCleat Tue 14-Jan-14 16:47:27

I agree that any owner who responds makes the establishment seem more proactive and professional.

I would dismiss anyone giving a spiteful review because they couldn't get a booking as a disorganised petty twat.

It's not why I use TA.

KhunZhoop Tue 14-Jan-14 16:54:41

I used to be a holiday rep, and, whenever I was threatened with being "reported" to Watchdog (it was a long time ago), I just used to respond with "Zed, Aitch, Oh, Oh, Pee". And when they asked what the hell I was on about, I used to reply "That's my last name, I want them to spell it right if it's going on the telly".

Sadly, I never actually got my name on the telly, because all the people making threats were self-important wankbuckets complaining about shite like the weather, and being served plates full of onions and tomatoes when they'd ordered a dish off the menu called "Onion and Tomato Salad".

dontcallmemam Tue 14-Jan-14 17:05:31

I'm a big fan of TA but I agree that you need to sift the reviews. Expectations are so varied.
I travel to the Carribean a bit and the hotels there tend to have a lot of US reviews in the style of "thanks to Brad in the bar for the cold beer, Sally for making our towels into swans and Betsy for the fun Jenga competition". The Brits seem to bang on about the weather.
I use the forums to ask direct questions.

volestair Tue 14-Jan-14 17:08:42

Message withdrawn at poster's request.

dontcallmemam Tue 14-Jan-14 17:11:47

volestair, put that look away, I am in a very cold house too , wearing thermals with no chance of a palm fringed beach for a very long time

volestair Tue 14-Jan-14 17:16:34

Message withdrawn at poster's request.

Boreoff456 Tue 14-Jan-14 17:36:39

People putting fake goo

Boreoff456 Tue 14-Jan-14 17:36:40

People putting fake good rev

Boreoff456 Tue 14-Jan-14 17:37:02

Oppp

Boreoff456 Tue 14-Jan-14 17:45:29

Sorry my phone is being a silly bastard.

Op don't worry about local businesses putting fake good reviews up. If they are doing it, it means they have no confidence in their business and are usually shit. Within a few weeks people start going and realise its shit and start posting reviews that are realistic.

In the 3 year we have been here I have seen this 6/7 times and the businesses usually close down.

I think you should respond. The trick is to respond to good and bad. I like to take the very calm approach with the negative ones and politely point out why I believe they are wrong. The negative ones that are genuine, I tend to take it on the chin apologise and attempt to rectify it and tell them thank you for letting us know.

2 couples that are our most loyal customers complained the first tome they came in. But were so happy with how we handled it, they are here most weeks.

StepAwayFromTheEcclesCakes Tue 14-Jan-14 18:04:38

one of the things I look for on TA is whether the company respond, so if wanker says place was awful, no soap, bad smell staff hairstyles awful etc etc and company says... we gave them a soap dish, the smell was actually the guests themselves, and the staff were bald through no fault of their own and actually the guests were told this and still made fun of them etc etc then I think better of them tbh. some people are just wankers!

BoneyBackJefferson Tue 14-Jan-14 19:00:44

I use Trip Advisor to look up pubs and clubs for a night out.

Any that say we couldn't get past the doorman (on multiple posts) we avoid.

Kundry Tue 14-Jan-14 19:01:58

I love Tripadvisor and post a lot of reviews. We use it a lot when planning holidays.

However you can always spot the bonkers reviewer. We ignore any complaints by Americans about the size of bathrooms as they often seem to think that your cosy romantic hotel in a historic building should have similar facilities to a giant new build hotel. Plus air con and underfloor heating.

I would really encourage you to respond to reviews though - it's nice as a reviewer to be thanked and makes me more likely to go back. And as long as you are factual (and don't do a bonkers rant yourself) it shows up the made up shit reviews nicely - 'you turned up 3 hours late for your reservation, were obviously under the influence of alcohol and gave racist abuse to staff when they declined to serve you more' for example. I love these responses and it makes the hotel/restaurant manager look v professional as well grin

jamdonut Tue 14-Jan-14 19:31:58

I think some people have ridiculously high standards. I've posted reviews about some Travelodges I've stayed in. I always try to be honest ,but I've never had cause for complaint because I don't expect a 5 star hotel when I stay in one. They are not meant for luxury holidays, they are for overnight stays or business.
One reviewer complained she had "run out screaming and crying" from her room, because it was so "disgusting". She stayed at that particular Travelodge the same time as me,apparently, and honestly ,it was busy and a bit worn around the edges,but what you would expect for such an establishment on a motorway, and the cheap price?

It's the people who complain of a few hairs in the sink or shower that really worry me! So what...wash them away!!

softlysoftly Tue 14-Jan-14 19:38:27

In which case I might post fact respond to one by saying

"I appreciate your disappointment at the size of 1 portion in your 9 course menu, we hadn't wanted to over face you. Though considering the 10 bottles of wine and 2 bottles of whisky you got through I must compliment you on your memory!

I would like to note that while I understand your frustration at us losing your reservation we did in fact, open up a private room with one on one wait staff for you despite the fact we had email confirmation of your booking for the previous day, I appreciate the difference between Friday and Saturday can be confusing.

Finally I totally agree the private room was "quiet" with no other guests and if you hated it I'm sorry, though it didn't stop you sneaking in 3 "mates" who weren't on the booking and didn't actually pay for anything. I understand our staff didn't challenge you on this or the fact that you refused to leave until 2 hours after we closed our doors. I must reprimand them based on their "lack of customer satisfaction".

I do hope you visit us again, we have a special "twat" badge for you to pick up".

Ok maybe not smile

Tryharder Tue 14-Jan-14 19:39:21

Tripadvisor is hilarious.

Boreoff456 Tue 14-Jan-14 19:43:35

I like that response. :D

AnUnearthlyChild Tue 14-Jan-14 19:47:24

No, I think you should post that reply.

It would make me want to visit!

Kundry Tue 14-Jan-14 19:52:06

With the exception of the 'twat badge' line you should totally post that review.

The key is 1) to post some lovely comments on good reviews as well about how pleased you are people enjoyed their stay and 2) allow the reader to award their own 'twat badge' on the bad ones grin

Boreoff456 Tue 14-Jan-14 19:58:38

My dh usually wrights them as though he is reviewing the customer. A funny one can attract lots of customers.

Twat badges should be available everywhere.

Boreoff456 Tue 14-Jan-14 20:00:33

Wtf? Wrights? I meant writes. Obviously.

TheGonnagle Tue 14-Jan-14 20:04:25

I use TA all the time, and post a lot of reviews. I also report the reviews I read which are blatant fakes/wankery. And once I gave a gentleman doing exactly that in one of my favourite cafes (Hmmm, shall have to report you to.....) a bit of a bollocking.
Don't worry, you can spot the nasty bastards a mile off, and I always take them with a pinch of salt.

ZillionChocolate Tue 14-Jan-14 20:23:30

I think defensive responses are counter productive, but well done ones would encourage me to stay.

I left a good review once but mentioned there was an early check out (10am) and it was quite expensive for rooms above a pub but competitive for the local area, and the proprietor got quite shirty and mentioned how they'd sent a friend who'd stayed in another room their forgotten iPhone charger. I had been factually accurate (I suppose apart from relying on my experience of normal check out times and room prices) so their response would have put me off a decent place.

ajandjjmum Tue 14-Jan-14 20:35:30

I use TA - especially the forums - and often leave reviews. When looking at reviews, I tend to ignore those who only have one posting - being an old cynic, I always assume it's either the owner (if good) or the competition (if bad).

Crowler Tue 14-Jan-14 20:41:36

I'm a badged reviewer (polishes crown).

I frequently get very nice emails from the hotels I've reviewed.

But to the OP's point... is it not true that these wankers would equally depress TripAdvisor rankings across the board and so they are a non-issue? Sorry if this has been asked and answered.

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