When Trip Advisor Gets It Wrong

[Kaleel Sakakeeny]

When Trip Advisor Gets it Wrong

Unarguably, Trip Advisor has changed travel dramatically. It’s changed the way we look at… and book destinations and properties, from all-inclusive resorts to family-run boutique inns.

But the review site can get it wrong, and when it does, given Trip Advisor’s enormous clout, it can cause damage to businesses.

Take the Salem Inn in Salem, Massachusetts.

Like most properties, the inn could benefit from an objective critique. But it doesn’t have “body fluids on the bed sheets,” nor, as another “reviewer” wrote, is it “ so filthy even a rodent wouldn’t stay
there.”

Those are horrific accusations.

And they’re not true.

I’ve stayed there several times, talked to the owners, and the comments are lies.

Now, I’ve met Trip Advisor’s CEO, and he’s an honorable guy, very caring about the industry.

And while I’ve been reassured that TA’s proprietary software filters out bogus reviews and biased claims, I know this is not altogether accurate.

So when I asked Trip Advisor why at least it wouldn’t remove patently false reviews from obviously disgruntled would-be-guests, I was told that the site does not censor comments because “it’s not in the editing
business.”

Minimally, the site should be able to “red flag” words like “rodents.”

So the Salem Inn took a hit.

There are similar tales to tell.

Like the Wyndham Sugar Bay, St. Thomas (watch for our review).

Users of consumer generated review sites need to read several reviews from several different sites over a period of time before making their minds up about a property or destination.

And there is something to be said for balancing consumer critiques with the (presumably) more objective, experienced reports by professional travel journalists.

Trip Advisor is very useful in guiding travelers, but Caveat Emptor (Buyer Beware) needs to read: User Beware