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TripAdvisor launches hotline for disgruntled hoteliers

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Prague, Czech...
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TripAdvisor launches hotline for disgruntled hoteliers

interesting

Travel review site TripAdvisor has beefed up its customer care in the UK following criticism from accommodation owners that it's guilty of unfairly damaging their reputations.

The site is facing legal action from one UK hotelier for defamation and the Advertising Standards Authority is investigating a complaint from online reputation management firm Kwikchex about the level of defamatory comments on its site.

TripAdvisor said today it had appointed a customer care manager to lead a new European unit to support registered business owners and managers, who will be given a dedicated phone number.

Hoteliers who believe users have posted unfair or defamatory comments on the site will be able to call the number to complain. Accommodation owners who have been 'red flagged' by TripAdvisor for allegedly posting favourable reviews of their own properties will also be able to use the direct line.

The new customer care team will be led by Sue Worth, who has joined TripAdvisor from a division of Invensys Operations Management, a FTSE100 company specialising in carbon and energy solutions, where she led their customer experience unit. She was previously guest relations manager for the Gloucester Hotel in London and has been responsible for implementing customer experience programmes for a number of companies in the technology and hospitality sectors, including Gulf Air Holidays.

“We're delighted to have Sue on-board,” said director of customer care John Dila. “Her years of industry experience and her natural inclination toward superb customer service delivery will be integral in developing excellent customer care for the EMEA region, an integral part of our global operations for success.

This appointment, along with our new dedicated customer support number sends a strong message about our commitment to delivering quality customer care for accommodation owners.”

In a further attempt to stave off mounting criticism of its review site, TripAdvisor is inviting acommodation owners to learn more about the organisation and online reputation management. There will be an event in Liverpool on November 15 and in Exeter on November 17.

http://www.travelmole.com/stories/1150156.php

Berkshire, United...
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1. Re: TripAdvisor launches hotline for disgruntled hoteliers

tripadvisor.co.uk/ShowTopic-g1-i12104-k49331…

some comments also on HUMTAB

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2. Re: TripAdvisor launches hotline for disgruntled hoteliers

I would like to know where this hotline number is and once you call it - how you actually get to speak to anyone who can make decisions!

Trip advisor have a moral obligation to get this right and to date, are doing nothing!

Berkshire, United...
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3. Re: TripAdvisor launches hotline for disgruntled hoteliers

0800 number is in the UK and is free.

Llandudno, United...
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4. Re: TripAdvisor launches hotline for disgruntled hoteliers

traceybeck

How on earth did you find this post ?

Berkshire, United...
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5. Re: TripAdvisor launches hotline for disgruntled hoteliers

Torii, note, not tillybex:)

Stenhousemuir
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6. Re: TripAdvisor launches hotline for disgruntled hoteliers

Astroturfers and trolls have been targeting online publications for a few years now. As have advertisers.

Stick with the info endorsed by the Destination Experts and you will be guided into safely making up your own mind.

Stenhousemuir
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7. Re: TripAdvisor launches hotline for disgruntled hoteliers

Oh dear. Was that me astroturfing on behalf of Trip Advisor?

Prague, Czech...
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8. Re: TripAdvisor launches hotline for disgruntled hoteliers

Astroturfing

From Wikipedia, the free encyclopedia

This article is about a type of advocacy. For the artificial grass, see AstroTurf.

Astroturfing is a form of advocacy in support of a political, organizational, or corporate agenda, designed to give the appearance of a "grassroots" movement. The goal of such campaigns is to disguise the efforts of a political and/or commercial entity as an independent public reaction to some political entity—a politician, political group, product, service or event. The term is a derivation of AstroTurf, a brand of synthetic carpeting designed to look like natural grass.

Astroturfers attempt to manipulate public opinion by both overt ("outreach", "awareness", etc.) and covert (disinformation) means. Astroturfing may be undertaken by an individual promoting a personal agenda, or highly organized professional groups with money from large corporations, unions, non-profits, or activist organizations. Very often, the efforts are conducted by political consultants who also specialize in opposition research. Beneficiaries are not "grass root" campaigners but distant organizations that orchestrate such campaigns.

San Jose, California
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9. Re: TripAdvisor launches hotline for disgruntled hoteliers

The problem with sticking with just Destination Experts is that there are plenty of us who post honest reviews who aren't Experts. If people stop looking at reviews by non-experts, then the site becomes a lot more narrow and less useful.

Stenhousemuir
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10. Re: TripAdvisor launches hotline for disgruntled hoteliers

9, november_moon.

look at the replies to the comment made by post 2, traceybeck. They are from Destination Experts.

Does that not make you think a tad about trolls and who can spot them?