This site uses cookies. By continuing to browse the site you are agreeing to our use of cookies.  Find out more here  Close
TripAdvisor backs legitimacy of reviews
October 15 2012

The president of TripAdvisor for Business told Best Western conference attendees that the company goes to great lengths to ensure only honest reviews live on the site.

  • “The No. 1 thing we stand for is the authenticity of our reviews,” TripAdvisor for Business’ Christine Petersen said.
  • When a review is written, the language it is written in and the IP address of the computer used to post the review are all factors TripAdvisor looks at when trying to determine a fake review.
  • A carefully written management response to a negative review can help end the discussion about the property in question, Petersen said.
By Shawn A. Turner
HNN contributor

LAS VEGAS—Christine Petersen, president of TripAdvisor for Business, vouched Friday for the veracity of the thousands of hotel reviews on the company’s site.

“The No. 1 thing we stand for is the authenticity of our reviews,” she said during a general session at Best Western International’s annual convention. “We know if people come to the site and don’t believe the reviews, they won’t come back. And if you don’t come back, we don’t have a business.”

Petersen declined to identify all of the ingredients of the “secret sauce” TripAdvisor uses to identify honest reviews from those that are paid for, or negative comments intentionally posted by a hotel’s competitor. She did, however, list several of the factors the company looks for when deciding whether to boot a review from the site.

Those factors include:

  • the email system used by the reviewer in posting the review;
  • the IP address of the computer used to post the review;
  • the time of day, day of the week, week of the month and month of the year the review was written;
  • the syntax used in the writing of the review; and
  • whether the language in which the review was written matches the language of the country the hotel is in, or the official language of the TripAdvisor user’s location.

Every review kicked off the system is reviewed again by members of a TripAdvisor team, she said. Further, Petersen said the company relies heavily on users flagging reviews they believe look suspicious.

Petersen said hoteliers should be comforted by the fact that reviewers on the site also are peer-reviewed. “You can see what the community thinks of the reviewer,” she said.

Petersen often is asked why TripAdvisor doesn’t just go to a system where reviews can be authenticated. Such a process is not ideal for the company, Petersen said.

First, there are 50 reviews submitted to TripAdvisor every minute. That’s far too much volume to authenticate each and every review, she said. Secondly, Petersen said the company wants to provide as little interference as possible during the review process.

TripAdvisor misconceptions
Petersen also took time to clear up what she said are some “misconceptions” the public has about the review site, including:

You can’t trust the reviews. Petersen said TripAdvisor has had 60 million unique visitors to the site year to date in 2012 and there are more than 75 million reviews on the site. The truth, she said, is bound to shine through when considering that kind of volume. “More reviews, more accurate,” she said.

The only people who post are people who want to complain. The average score of a hotel on TripAdvisor is 4.01 out of 5, Petersen said. “People are happy,” she said. “People around the world are eager to share positive experiences.”

Also, Petersen said a recent study TripAdvisor commissioned found that 74% of people reported they want to share a good hotel experience with others.

Finally, Petersen offered some words of wisdom when it comes to the negative hotel reviews that are on the site. She said a hotel’s management would be wise to respond to such a review.

“Management responses are the last word,” she said. “A carefully written management (response) is the end of the story.”

love tripadvisor
12/8/2012 3:27:00 AM
the truth comes in sheer numbers. Sure there are bound to be some set up comments feom competitors. after 30 or 40 reviews the reviews balance out. I had written a bad review of a hotel in edmonton saying the picture was false etc. I believe hotel management flagges my review or complained that I was mistaken. Tripadvisor sent me an email asking for more proof that I had stayed. I had credit card and booking proof so the put my comment back online. Asking a business to opt out if they choose is ridiculous, would be like asking restaurants to opt out of having their food reviewed. Hotel and restaurant managers should use this and take issues that constantly come up seriously but also be able disregard the ridiculous complaints
11/1/2012 12:09:00 PM
I told them several times that reviews by the owners of a Vail restaurant were posted by the owners dog. They didn't even use a fake name. The post remained!
10/23/2012 10:41:00 PM
Hi There, I want to know why some of the hotels remain no.1 on ranking even though some of thier gests comments are not great.
10/23/2012 2:13:00 PM
I WILL NEVER USE TRIPADVISOR AGAIN!! They refuse to post any negative reviews even though they are real reviews of places I have been. One place I ate at my whole family got FOOD POISONING and they refused to post it... z TripAdvisor IS A SCAM SITE! I will forever spread the word of this horrible misleading site until they let people actually make real reviews!!
Login or enter a name   Post Your Comment  Check to follow this thread via email alerts (must be logged in)
(4000 characters max)

Comments that include blatant advertisements or links to products or company websites will be removed to avoid instances of spam. Also, comments that include profanity, lewdness, personal attacks, solicitations or advertising, or other similarly inappropriate or offensive comments or material will be removed from the site. You are fully responsible for the content you post. The opinions expressed in comments do not necessarily reflect the opinions of Hotel News Now or its parent company, STR and its affiliated companies. Please report any violations to our editorial staff.

Airbnb casts a long-term shadow
13 hotelier takeaways for year 2020
Investors shift as Starwood’s review rolls on
Hoteliers embrace the Age of Authenticity
How to create a better comp set
How to use your revenue management toolkit
The hotel industry’s most overused clichés
Apple stays true to its core post IPO
MCR pursuing smart hotel development
Deconstructing a guest review
With every great opportunity? A challenge
Hoteliers, associations slam NLRB decision
3 ways to make the most of the Pope’s US visit
Another record year for hotel fees, surcharges
Experts discuss whether to bundle resort fees
5 things to know about July performance
Freitag’s 5: July marks 5 years’ RevPAR growth
Contact Us
Hotel News Now
18500 Lake Rd.
Suite 310
Rocky River, Ohio 44116
Copyright © 2004 - 2015 Hotel News Now, a division of STR, Inc. All Rights Reserved.   Privacy