negative reviews removed from tripadvisor

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  • Updated 8 months ago
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how is it possible that tripadvisor removes NEGATIVE reviews???? i've been following a thread now about my brother/sister's trip - and all, and i mean ALL of the reviews 3stars or less disappear. if this is possible, what is the point of the reviews on tripadvisor? this is ridiculous. there are tons and TONS of threads/ forums on tripadvisor talking about this very issue. there needs to be some kind of response to this issue.
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lynda.nguyen

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Posted 6 years ago

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Sara, Employee

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Hi Lynda,

Thanks for asking this question.

We do not remove reviews that meet our guidelines. As long as a review meets our guidelines, we will post it whether it’s positive or negative. Our guidelines for reviews are here:
http://www.tripadvisor.com/help/our_g...

Regarding the section called "Written by actual travelers," we dedicate significant time and resources ensuring that the content on TripAdvisor reflects the real experiences of real travelers. We have quality assurance specialists who have brought a wide range of professional experience to enhance our prevention methods and our team spends thousands of hours every year ensuring the integrity of content on TripAdvisor. We also use automated tools that help flag questionable content for review, and our large and passionate community of millions of travelers keeps an eye out on our site as well.

You can read more about Fraud Detection and Review Moderation here:
http://www.tripadvisor.com/help/posti...

Keep in mind that if a member asks us to remove a review he/she wrote, we will remove the review. If you want to know why one of your reviews was removed, please contact our user review support team via this form:
http://www.tripadvisor.com/UserReview...
Note that for privacy reasons we cannot tell you why a review was removed unless you are the author of the review.

Regards,
Sara
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Skippy

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Babs -- she want s LEAVE your site. Not go use your Kafkaesque processes. She wants not to have a relationship with you guys. Surely that's OK?
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, Employee

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if a listing is still in business they will not be removed from TripAdvisor.
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alex saporetti

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That's not a fair thing... one should have the choice of being listed or not. Is that legal by chance?
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alex saporetti

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Lots of companies and properties do not want to be listed on a web site that just posts lies and libelous reviews from anyone that can post unvalidated reviews. TripAdvisor refuses to remove any properties, again, ‘cos they are so arrogant and stuck up!
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lynda.nguyen

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Hi Sara -

Please look into this company: Hawaii Food Tours, Honolulu by Matthew Gray.

My sister posted a 3star (3 stars!!!) review, and he sent her this email:

As a hard working individual that doesn't give money away to just any business, my wish is the others like me will learn to stay away from businesses that have poor customer service skills and like to bash their customers.

This is the awesome email I received 1/3/10 after posting a honest, civil 3 star review. I recently took it down to change it to a 1 star review. The review is pending to be posted. Please look at my other forum posts for the original review.

Aloha Jennifer,

Given the fact that we all had a nice time together on the tour, we are totally disappointed that you didn't have the decency to communicate with us directly about your thoughts and concerns.

Negative reviews happen very rarely, but most reasonable people would, at the very least, and as a courtesy, contact us directly and say something about their experience. You didn't seem like the type of person who would stew in your misery for months without letting me or Keira know what you were feeling. And, alas, we have had the distinct displeasure to learn from your negative review on Trip Advisor instead of directly via email in a nice, sweet, and hopefully private way.

You state also (incorrectly, I might add) that we advertise on our site that you are going to get certain foods (on the tour), but had you looked more carefully you would have noticed that we say your foods "may include" such & such, etc...

If I am unhappy or not completely satisfied with a product or service I will tell an owner, chef or manager at the time (or very shortly afterward) about my displeasure. This leads to greater satisfaction for the customer, and allows the business to correct their actions.

We're not calling you a total hater, but we believed you to be a different kind of person.

Learning about your displeasure in this public forum sucks, Jennifer! And it may even hurt our business. We hope you're happy now.

Matthew Gray

Not only is this CRUEL, but he attacked her character. This lead us to investigate why there are ONLY 4/5 star reviews of this tour. We found many OTHER reviews (which were negative), that had been REMOVED!!!!!!! We contacted the reviewers, and they too were contacted by the owner, Matthew Gray, and were threatened!! My assumption is Matthew is flagging all of these reviews, and getting them removed. None of them deem his character and follow guidelines.. so how is it possible that he is getting away with this???

Please see these forums where members discuss their treatment from the owner of this business:

http://www.tripadvisor.com/ShowTopic-...

http://www.tripadvisor.com/ShowTopic-...

http://www.yelp.com/biz/hawaii-food-t...

I have additional email threats from the owner that I'd be MORE than happy to send you, but perhaps not in this public space. Feel free to contact me directly. As a business manager myself, this is absolutely ridiculous - and the fact that this owner has been able to get away with threatening reviewers for THIS long on YOUR website, is even more shameful. Y

Thanks.
L
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Ashley Archman

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Trip Advisor is modern version of Mafia in travel industry; you have to pay them "protection money" by using their paid services or they will solicit negative comments from public (as above) to be posted against the hotel.
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alex saporetti

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I'm starting to believe that's the case, TA is a mafia!!! They don't care about inumerous complaints we file, they just ignore the users! It's unacceptable!
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lynda.nguyen

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Interesting.. now ALL of the forums regarding this topic on TripAdvisor have been closed. What is really going on here? Is it because this company is an advertiser?? I've also posted a comment to your rep on Twitter, who has yet to respond.
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Sara, Employee

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Hi Lynda,

As a policy, we will not discuss moderation decisions on an open forum. However, I can tell you that we have thousands of advertisers on our site and we have NEVER made a moderation decision based on a client relationship. Our sales team respects our need to moderate with fairness toward every poster.

I believe our forums support team is looking into this and has been in touch with you. If not, please send them an email describing your concerns by clicking the contact us link on this page:
http://www.tripadvisor.com/help/are_t...

I don't know the details of this specific situation, and will not discuss them on an open forum, but I suggest you read our posting guidelines in their entirety. Specifically, you may wish to look at the sections entitled "TripAdvisor forums are for travel-related discussions. They are not chat rooms."; "No misrepresentation of TripAdvisor's staff, policies, or procedures."; and "Post carefully and respectfully."

Please note that we often close threads when the dicsussion is getting off-topic or has stepped outside of our guidelines. Rather than remove a thread containing valuable information, we simply close it to new replies.

Sara
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kasi

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I totally agree to the original post! Tripadvisor removes negative reviews and post. I posted a review which was negative about Caracol hotel in Camague, Cuba and it was removed in about 1 week.

The review had no reason to be removed. It basically detailed that the resort has a lot of mold problems, that the beach and water close to shore is full of coral pieces, you need watershoes to walk close to shore.... That staff steals food in plain view from the buffe and takes it back to the kitchen area when the chef does not see it..... and there is no meat left after the first 1h of lunch....

Here is the link to one of the forum posts, where negative comments are NOT removed from people who give good reviews and bully people giving bad reviews:

http://www.tripadvisor.ca/ShowTopic-g...

Looking at the reviews for Hotel Caracol, it is a wonderful place, and the truth is very far from it!

I will attach here the original forum post, which was considered offensive and removed. You decide!

-----------------------------------------
To make the record straigh, Caracol is not a nice hotel. Chep - yes. Nice - no. Beach - not very good. Food - bad; the Italian chef is a good guy and he makes the best of the few and not best quality ingredients he gets. The people in the kitchen steal as much as they can! I was eating in the kitchen, and the kitchenstaff filled plates for themself and took it back to the kitchen when the chef was not in sight! Ok, I got that the Cuban people are not in the best situation... but to have no respect to the tourists who actually end up paying for their wages which is much better than the average.....

The guy making the cafe looks at you like at a convicted criminal if you don't tip!

Well of course if you ignore all this, Caracol is a good place because it is cheap... Arrive to your own conclusions.... Keep in mind that some people too partial to this place give good reviews for reasons like: -they have family working at the resort; -they tip a lot and bring gifts like Santa Clause every time they visit Cuba so they are treated as Royalty. I do not mind that they bring gifts for Cubans, I am all for it! But to give and outstanding good review just because you bribed your way into the hears of locals.... saying that you had a good time... Seems like cheating the facts...

Good luck everyone!
-----------------------------------------
Kasik
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Sara, Employee

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Kasik,

It's funny, we receive complaints on both sides of this issue -- that we only remove negative reviews, and that only we remove positive ones. Both are misconceptions, and neither is true. We only remove reviews that *do not meet our guidelines*. For more detail on that subject, please see my reply to Lynda above.

There is good reason why posts in the forum thread you referenced were removed. There were posts in that thread that clearly did not meet our guidelines. You can read our guidelines *in full* here:
http://www.tripadvisor.com/help/what_...
Please remember that the staff members who moderate reviews and forums have access to information that is not visible to the general public. We take that information into account when we decide whether a post meets our guidelines.

As you know from reading my reply to Lynda, we don't discuss moderation decisions on an open forum. We'd be happy to discuss it with you via email. If you'd like to know why your posts were removed, feel free to email us from this page:
http://www.tripadvisor.com/help/are_t...

Sara
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kasi

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Sara,

The guidelines are subiective, and open for interpretation. I would like to see that the guidelines are applied even handedly, because the 'senior' forum member complaining called 'cubacarol' sent multiple treatening/bullying emails (tripadvisor internal mails) to me and stepped out more from the guidelines than anybody I noticed.

I did sent an 'Contact Us' email to Tripadvisor to see what steps they will take, inlcuding removing the above mentioned user who sent improper emails to me - and I would bet that to other users as well. Of course you can not discuss this at the Tripadvisor website, because the comment would be removed. So we shall see if the problems are resolved.

I will make sure this issue is not dead, and I am usually getting a satisfactory solution.
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lynda.nguyen

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The reality here is that there is a problem. Whther or not reviewers step out of the guidelines or not, the fact is that these small companies who are advertised on tripadvisor are bullying those who write negative, mediocre reviews. Something about this needs to be addressed.
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kasi

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I wrote to Tripadvisor customer support and they gave a long answer refering to privacy issues and non-compliance with their policies.

Apparently improper email to other members are totally fine, because you can block member's email. They won't do anything about it. The truth is that Tripadvisor's advice is not reliable because the Customer Support keeps removing reviews. Pretty radical resolution even if would be parts of the review that does not fit their 'guidelines' - which is not the case anyway most of the time.
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lisa roland

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I've had the same problem.Both my sister and I had the audasity to disagree with the destination expert of Marrakech's advice and therefore I assume our reports were reported and then subsiquently removed .Not only that ,I now discover that my account has now been disabled.My positve reports are still up for reading....how does this work???????????

It's a bit worrying that as a "Destination Expert" you gain power to bully people who may not have the same point of view .Also having this power encourages only possitive feedback.Not a true representation of what I'd imagined tripadvisor to be.
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papaimipishtova

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.I have had the same problem - Tripadvisor has removed my genuine negative comments and even suspended my account. Tripadvisor policy does also quite loose interpretation where several individuals started to bully me out of the site. Same individuals did not even hide that they are posting positive comments for the hotel of their friend. Tripadvisor does consider negative comments as interruption of the threads in the forum if they are followed with a number of point personal attacks by other users , including the destination expert. My account was suspended after I reported the abuse to support and ask the personal attacks to stop.

In addition I had requested to speak to a manager and my complaint from support went to a dead end. Thripadvisor does not have an escalation policy and the service support is kicked back by the same individuals. When I requested to talk to someone on the phone , I was given an generic answering machine. Further support sounded terribly immature responding that "executives are very busy" on my request to a speak to a middle manager. Mentality of high school students and housewives. Lacks professional touch.

Here is a fresh example: https://www.youtube.com/watch?v=VwBixy... . It came out that the hotel which is still advertised as a 5 star hotel at TripAdvisor.com , never been rated as 5 star. Further upon a complaint the hotel was charged for misleading advertisement and non-compliance with goverment regulation for the local hospitality industry.
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papaimipishtova

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Sara must of been fired
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Roberta Saviano

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Linda, I am so glad you posted. For years I've been submitting and trusting reviews on Trip Advisor. But recently we stayed in a hotel in Mexico and found cockroaches, no internet, no TV and far from town. We had 5 nights booked and gave notice we had to leave after 2 because of the filth. The owner would not refund a dime. I posted an honest review and it was yanked.

Now I’m seeing nearly every day a new 5 star review for the hotel by people with brand new T.A. accounts. My husband also tried to post a review and it was yanked. I have 30 reviews under my belt so I’m no rookie. I emailed the T.A. staff and all they had to say was there were no reviews under my email for that property. I have pointed out the evidently fraudulent reviews, however they continue.

I firmly believe Trip Advisor is no longer a reliable source and have been using other sites to help with hotel selection. The response you received from the T.A. representative is useless since I personally and honestly know their system is being manipulated by the hotel owners that subscribe to their listing service.
I propose a Trip Advisor mass exodus by members and we start or share with each other a better source. I travel 30 percent of the year and need honest information. If TA will not post negative reviews, it is of no use.

Also I mirror the experience of the Papa Tova above. When I posted on the forum asking for some advice I was bullied and attacked verbally.
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TripAisrubbish

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The truth finally hurts!
Of course they remove negative reviews, but only from hotels that are paying them! And paying them handsomely. It is 100% con. Not originally, T.A was designed to protect travelers now it only protects Hotels.
Info on this subject is all over the web, just google it! T.A is only B.S, everybody knows it now.
cheers
Support Team B.S
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Tong Twt

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Sara,

We have been really disheartened by TA ranking. The company who copied us the programs etc got a few compliants and they were all removed. If those complaint didn't meet the guidelines? how could it be posted?

While mine was refused by TA, ones who made compliants have never been in contact when we sent PM to them, they never replied, we disputed but get refused by TA by saying that eventhough the traveler is not here, he already receives a service from our representative.

Most of the complaints we got were about we didn't get back to customers via emails..that's it, can you prove that it's not repeatedly written by our competitors?

Thanks,
TWT
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dec

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i am having trouble getting any assitance or help fro tripadvisor. very difficult to find support tickets and then get no response anyway. they seem to have lost the plot
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Tony

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I had the same problem,but at least you have the right to reply,i just write the most damning response to the assh*le who made the report and make them look like complete pillocks and cheap skate wingers,trip adviser have got a really bad name in the u.k thanks to the recent T.V programmes about just this type of thing.Write your reply and be "Oh so sweet and nice" but stick the knife in at the same time.Works for me.Dont be tempted to contact trip adviser you are dealing with morons and pre-programmed robots,you will only get a black mark on your name and then you will be shafted no matter if you are the victim.This is an American company and they can say and do what the hell they like.No "Yuman Rights act in the USA,init"
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Michel Lannoy

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I had a review removed. I said the owner of the hotel THe Penz in Innsbruck, Mr. Penz, was a racist. I met him personally in the bar of his hotel and the discussion we had terrified me. For this reason, I wrote a negative comments and many other tripadvisors afterwards did the same. All feedbacks were published but after a few weeks, certainly at the request of the hotel, deleted by tripadvisor.
The fact that he is a racist and belongs to a far right party is well know, has been written in newspapers in austria after speaking negatively about marocans.
Shame on you tripadvisor
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Tracey White

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I stayed at the overpriced, dingy Nature Place in Florrisant, CO and tried to write an honest but not so flattering review of it on Trip Advisor. Twice my review was posted then taken down after a day. I give up. It is obviously a fake review site which really must promote businesses who ask them to remove bad reviews. I will not waste my time w/these travel review sites anymore. Trip Advisor should be renamed Trip Advertisor!
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, Employee

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Tracey,

I have checked and you did not respond to a verification email that was sent to you. You can contact the Review team directly via this link:

www.TripAdvisor.com/UserReviewSupport
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Cybercat

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I have had this happen too. Here was my review which amazingly disappeared along with other peoples negative ones on the same day at vendors request.

Subject: Black Boy Inn
Location: Caernarfon, Gwynedd, North Wales, Wales, United Kingdom, Europe
Title: Raw fish, if I could rate this with a danger to health rating I would. Full breakdown of high charges, photos inc
ID#: 143073893

Please see the photo of the raw fish that was served to my son. I would never leave such a long review but the disgraceful way we were treated needs to be made public as I gave the staff every chance to apologies and advise what went wrong.

My son had a whole plaice and swapped his plate with me when he finished as I could not eat my Sunday carvery (full sorry details to come on that one) I immediately saw the raw fish that he did not know was so serious. Plaice believe it or not is a white fish when cooked, it is not meant to be eaten raw and in fact knowing my health and safety on fish is a most serious risk of worms, parasites and bacteria, to say I was disgusted was an understatement. I do not take kindly to my family being put at risk and it was on seeing this that I gave the waitress the chance to respond.

Before leaving this review I gave the waitress and then the chef a chance to apologies to us for risking our health and all I got was treated like dirt. Had I been treated like a decent human being, it would never have come to this.

I now ask Marius, (I called on the phone later that day and got the chefs name) to tell me in writing what he argued with me about on Sunday, that the fish I have pasted a picture of was meant to be like that. In his words " that is how it comes" The fish you see in the photo was stone cold and slimy, it was as if it had just come out the fridge but Marius said it was only cold at the end of the meal as I had left it.

I will explain the whole sorry episode in full, accurate and correct.

We had visited the famous castle and looking for a place to have a meal decided "The black boy" was our choice for Sunday Lunch. My daughter and I choose the carvery and my son plaice and chips, my husband tiger prawns, let me say every single dish was a disgrace but of course the raw fish was the health risk.

I will describe the dishes in full after explaining why I have come to write this long but must read review.

We all had our meals and when my son passed me his plate and I saw the raw fish I called the waitress. I pointed the fish out quietly, not wishing to draw attention for other diners. I took a picture for future reference as I knew this was really serious and this was not even under cooked fish, this was raw. She did not apologies at all or acknowledge me (the name on the receipt was Sian), she took the plate and walked too the kitchen. I thought ok she is going to see the chef and come back and apologies. I was so very wrong.

She came back minus the plate and stood there boldly saying very loudly so other guests could hear " I can take a drink off cos you ate the meal" yes you have read it correctly. There was no sorry, just a total jumping to the conclusion I wanted a free meal and that was as far from the truth as you can get. I was now in shock, other diners were looking and I said, " that is not why I called you over, that fish was raw, you risked my sons health and I don't want a free drink " She said shall I get the chef, still no apology I must add. I said yes get the chef.

Well it only gets worse from here. The chef came out, yet more shocks. Not chefs clothing. Jeans, orange shirt, jewellery, cocky attitude, in fact as far removed from any chef I have ever seen. He was a polish man and very rude to me, nothing against other nationalities but his attitude to me was terrible, he needs training and I would love to see his chef qualifications. He treated me just like the waitress had, like I was out for a free meal. He argued with me that the fish was meant to be like that, said he had probed it and it was 74° (probing is not fool proof and I don't believe this chef knows what he is doing ) I said that the fish I sent back was slimy fridge cold. He said it was only cold as I had eaten the dinner and there was nothing wrong with it as we had eaten the rest. Oh my goodness, this was going from bad to worse, I said to him he was so very wrong and if we got ill I know why. I made him aware that this was serious but he said that is how it comes from the fishmongers and that is just the roe, now I know he was talking rubbish as that is not the roe and if those parts are meant to come out then he did not do it or they should have been cooked. The fish we had on that plate was not a fish that is meant to be eaten raw. In fact fish that is meant to be eaten raw is frozen for extended periods to kill bacteria and parasites and this was not the case with this fresh plaice as it was meant to be fresh fish daily according the advertising around the pub.

He said we would not have eaten the fish if it was raw, I said I only saw it when my son passed me his plate and my son did not know what that was he had pushed to the corner, but of course the chef and waitress just thought we were out for a freebie. I wish I had asked to see the kitchen, the chef was not wearing any chef whites, I dont believe he had the time to remove trousers, shoes and a chef jacket, I just think he was not doing what he should be. Wearing jewellery whilst cooking is not in my opinion hygenic as a chef.

I now add I am the director of 2 very successful companies, we are based in South Wales and employee local people from our region and I would never treat anyone in the manner in which I was being treated. I have no need to want free meals, but I know the value of money and I do not rip off my customer and now continue with the break down of the other meals and the health cost of this disgraceful service let alone the high financial one.

My daughter and I had roast pork, it came with slopped on apple sauce in amongst the gravy, well I do not like apple sauce and had no choice as it was on the plate, it should have been in a dish so people can have a choice if they want it or not. One roast potato each that was so hard as it had clearly sat for ages, and dry pork, sloppy stuffing that I could not eat. We waited for the vegetables to come out separately and this took ages, they were fine but no gravy to pour on, just the gravy on the plate that the pork had been sat in to try and make it have some moisture (did not work)

My husband had what was advertised as Tiger Prawns and salad but it really was anything but. Tiny prawns in batter, white and gooey and no side dish of any chips, jacket, rice or similar, just a garnish, oninons, as you can see in the photos, not a salad as I believe a salad should be more than one slice of tomato and one slice of cucumber and I am not exaggerating. My son had the same garnish with his plaice and a small cup of chips so I know it was not a meal salad but just a garnish. To charge £13.95 for 9 small prawns and a garnish is a rip off. I request the invoice to show that Tiger prawns had been purchased to retail as I do not believe they were tiger prawns.

I could not eat my meal and after my son had eaten most of his fish we swapped plates, it was then I saw his raw fish (picture attached)

The drinks, oh my, how you can charge what was charged on the bill I do not know. There is false selling as the lemonade on the bill reads 16oz and it was only a slim half pint glass so this is robbing me, short or mis-selling measures is a crime and I am not accepting this at all.

I have taken and uploaded a photo of the receipt and you will see there is tea for 2 on the receipt - £7.50 these were tiny cups, the short 150ml cups, not mugs. £7.50 is more than excessive for a small North Wales pub don't you think for small cups of tea. I believe we have been over charged on this.

2 tiny orange juices. 160ml mixer bottles - £2.00 each, not even a half slim Jim glass

1 x half pint of lemonade and orange - £2.90 - you read correctly - a half pint of soft drink not a pint.

I do not know what is going on at this place but I do know people are not aware of the measures they are getting and are putting their life at risk eating here as the photographic evidence supports.

The staff as mentioned in other reviews need training in manners, customer service, and the chef needs training in what clothing to wear when working, how to cook and as I say I would love to see his qualifications.. I asked on the phone if Marius had worked at the Black boy pub for a while and was told by an older gentleman that he had, so this is not a Polish worker stepping in for the day.

I am disgusted, my son had a stomach upset and I have purchased worming tablets to take as a precaution.

I would like a full answer to my questions throughout this review.
Photo of

, Employee

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I have checked this review and it violated a number of our guidelines. A reason should have been included in the email you received. You can contact the Review team directly via this link:

www.TripAdvisor.com/UserReviewSupport
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Carl Reese

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TripAdvisor "selectively" acknowledges or denies problems. Their "guidelines" are absolute crap. They post or delete whatever they want or when pressured by the vendor. You can't get a realistic or unbiased rating with TripAdvisor. I now ignore all TripAdvisor ratings and openly discuss TripAdvisor's biased ratings with my passengers and others whenever possible.
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countryweekender

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Hi,
I'd like to know why my negative review was removed also? It featured a trip I took to a "villa" called Le Goulas in France... I believed I was fair... I mentioned that I liked the kitchen and downstairs area, but was not so keen on the upstairs as the furniture was cheap and uncomfortable. The major problem we had were the flies (which I have video and photos of) and the smell from the sewage system. Below is the email I received from the owners... perhaps they emailed tripadvisor too and had my negative review removed? I should mention that in the owner's visitors book there was a negative comment that went onto two pages, the owners stuck these two pages together so that the comments could not be read. Looks like they REALLY don't like truthful feedback.

.

Dear xxxx,

I have received a message from Tripadvisor informing me that you have posted a review of your holiday at Le Goulas. Although I am at this stage unable to read the review I imagine, given the 'issues' during your stay and our subsequent agreement, that it won't be favourable, hence my contacting you.

The fact that your holiday was affected was of great concern to us; I understood the reasons for your complaints and we did our very best to rectify the situation and make amends. If we regularly received complaints then, naturally, you would be doing any future guests a favour in pointing out the downside. However I must stress that in the period we have let Le Goulas, some 7 years, there have been very few complaints of any nature; this year the house has been full up until last week and everyone who came to stay following your departure has been very complimentary and happy with the house (this is very much the norm). I am very happy to forward some of the very nice emails we have had from subsequent guests to back this up.

We are all aware of Tripadivsors reputation and its power to ruin businesses and although we are 'small fry' and this is just one review, I can only imagine it will certainly affect any potential future bookings, especially as they now own Holiday Lettings and your review will be published there for all to see. I have never sought to pester people after their holiday to write favourable reviews, therefore the picture would be rather skewed.

I apologise for contacting you like this, but I am naturally rather concerned and upset and would ask you to re-consider posting your comments for all to see. Should I have misread the situation please disregard this email completely.

Kind regards,
xxxx
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countryweekender

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I must say, if this doesn't get resolved by reposting my review then I too will delete all my reviews and refuse to use the site again. If vendors can so easily have negative reviews without TA looking into the situation and checking the facts with the reviewer then how skewed are all the results?