Negative feedback can be tough to deal with, especially when it comes in the form of bad reviews on TripAdvisor. A single unfavorable review has the power to influence potential guests’ decisions, affect your booking rates, and even impact your revenue. While collecting positive reviews is essential, understanding how to manage and address negative feedback is equally critical for any hotel or property owner.
In this guide, we’ll explore how TripAdvisor reviews work, when and how you can request removal of unfair reviews, and strategies to manage your online reputation effectively.
Understanding TripAdvisor’s Impact
TripAdvisor is one of the world’s largest travel review platforms, with over a billion reviews covering millions of hotels, restaurants, and attractions. Each review contributes to a property’s bubble rating (1–5 stars) and affects how the property appears in TripAdvisor’s popularity rankings.
- 63% of consumers lose trust in a business after seeing predominantly negative reviews.
- 42% of consumers might avoid a property for up to a year after reading a negative review.
While bad reviews on TripAdvisor can be discouraging, understanding the platform’s guidelines and proactive management can help protect and even enhance your online reputation.
TripAdvisor Review Guidelines
TripAdvisor only publishes reviews that meet strict criteria. Here’s what you need to know:
- First-Hand Experience: Reviews must be based on a traveler’s own experience. Reviews from someone who hasn’t visited or used your service may be removed.
- Relevant Content: Reviews should focus on travel-related experiences, such as service quality, accommodations, and amenities.
- Unbiased & Genuine: Reviews must be free from attempts to manipulate ratings. Competitors or ex-employees posting biased reviews can be flagged.
- No Duplicate or Outdated Reviews: Only recent and unique experiences should be posted, typically within a year of the stay.
- Appropriate Language: Offensive or inappropriate content is not allowed.
Exceptions exist for serious safety incidents, allowing family members or guardians to submit reviews when relevant.
When Can You Request Review Removal?
It’s important to note that you cannot remove reviews simply because you disagree with them. However, certain circumstances allow you to request removal of unfair reviews:
- The review was posted on the wrong property listing.
- The content is offensive or inappropriate.
- The review was submitted by a competitor or ex-employee.
- The review is outdated or no longer relevant.
- The text doesn’t match the star rating.
- There’s proof the reviewer never visited your property.
- Duplicate or promotional reviews are posted.
- The review contains sensitive personal information or violates laws.
If your situation doesn’t exactly match these conditions, it may still be possible to challenge the review with strong supporting evidence.
How to Request TripAdvisor Review Removal
Follow these steps to report a review:
- Log in to your TripAdvisor Management Center and select your property.
- Navigate to ‘Reviews,’ select the review, and click ‘Report a Review.’
- Choose the appropriate reason for removal based on TripAdvisor’s guidelines.
- Provide supporting evidence to strengthen your case.
- Submit the request and wait for TripAdvisor’s response.
TripAdvisor usually responds within several days, though complex cases may take longer.
Bulk Review Removal: Renovation or Change of Ownership
If your property has undergone a major renovation or change of ownership, you may request removal of all past reviews. Acceptable documentation includes:
- Press releases or official announcements of renovations.
- Building permits verifying structural changes.
- Proof of change in ownership.
Minor aesthetic changes, like paint or carpeting, do not qualify. Approved requests remove all reviews and photos posted before the renovation or ownership change.
Responding to Unfair Reviews
Not all negative reviews can be removed, but how you respond can shape public perception. Key strategies include:
- Stay Professional: Respond politely and acknowledge guest feedback.
- Clarify Without Arguing: Correct misinformation tactfully.
- Respond Promptly: Aim to reply within 48 hours.
- Show Improvements: Highlight changes made to address complaints.
- Take Ownership: Admit mistakes and explain corrective actions.
- Reference Your Team: Mention how staff are involved in improving guest experiences.
- Invite a Return Visit: Encourage the guest to experience your improved service.
A professional response demonstrates commitment to guest satisfaction and strengthens your online reputation.
Proactive Review Management
Preventing bad reviews on TripAdvisor is better than constantly reacting to them. Implement strategies such as:
- Centralized monitoring of all review platforms.
- Timely alerts for new reviews.
- Automated or streamlined responses in your brand voice.
- Sentiment analysis to identify service improvement areas.
- Encouraging positive reviews from satisfied guests.
Key Takeaways
Managing negative reviews on TripAdvisor is about more than just removal—it’s about proactive reputation management. Providing exceptional guest experiences, responding professionally, and maintaining a consistent stream of positive reviews can mitigate the impact of bad reviews on TripAdvisor over time.
Remember, TripAdvisor’s algorithm values recency, quantity, and quality of reviews, so consistent positive feedback will enhance your ranking and attract more bookings.
The Reputation Lab
The Reputation Lab offers specialized services to help hotels manage their online reputation:
- Review Response Service: Responds to reviews across all major channels with timely, engaging, on-brand management responses.
- Reputation Enhancement & Management (REM) Service: Focuses on results-driven improvements in review performance. Includes staff training, mentoring, and all benefits of the Review Response service.
With The Reputation Lab, hotels can proactively manage reviews, minimize the impact of bad reviews on TripAdvisor, and build a stronger, positive online presence.
