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For businesses listed on Tripadvisor and similar review sites, it can be frustrating to receive negative reviews from unhappy customers. Unfortunately, businesses are not allowed to delete a low-rated review from their Tripadvisor page. This means that companies must find other ways to address the issue of a negative review.
The first option is to resolve the issue with the customer and ask for an updated review. This could involve offering a refund or providing additional services in order to make up for any dissatisfaction experienced by the customer. If successful, you can ask the reviewer to kindly update their review to reflect their improved experience. Do note that Tripadvisor only allows one review per user.
The second option is to report a review if it appears to be suspicious, malicious, or posted in the wrong place. Fraudulent reviews like this will prompt Tripadvisor’s moderation team to investigate and potentially remove the review if it is proven that it violates Tripadvisor’s review guidelines.
Resolve the issue with the customer and ask for an updated review
When dealing with unfavourable reviews on Tripadvisor, it’s important to thank the user for their opinion and show that you care about their experience. After expressing your gratitude, you can then attempt to resolve the issues mentioned in that low-rated review. If you manage to do so, you can ask them for an updated review. Unfortunately, users cannot edit their reviews once they are published but they can delete the review and post a new version that accurately reflects their experience during and after their visit.
How users can delete reviews and create a new one
Since Tripadvisor only enables one review per user for every listing, the user will have to delete or update their previous post before they can write a new one. Users can delete their reviews by doing the following:
1. Sign into Tripadvisor to access your user profile.
2. To delete a review, locate the three dots in the top-right corner of the review and click them. This will bring up a menu where you can select to delete the review.
3. When you click the “Delete” button, Tripadvisor will prompt you to confirm this request. After clicking it a second time, an email should arrive to confirm that the review has been removed.
4. Now, the user can submit a revised review for the listing. Please note that Tripadvisor permits only one new review per person “for the same experience.”
Flag a review as fake
Fake reviews and inappropriate content can be damaging to businesses, as they can lead to potential happy customers being misled about the quality of a product or service. If you come across a suspicious review that doesn't seem like it fits in with the others or doesn't seem appropriate for the site, it may be a sound idea to report it so that Tripadvisor can evaluate whether it should remain on their website.
Tripadvisor categorizes fake or fraudulent reviews into three different categories: biased positive reviews (review boosting), biased negative reviews (review vandalism), and incentivized reviews. The Tripadvisor team will investigate suspected malicious reviews and will be subject for removal if they are proven to be fraudulent.
Biased positive reviews
Biased positive reviews are often written by someone who has ties with the company, such as an employee, the owner, or even a relative of someone who works at the business. Review boosting also occurs when the business offers illegal incentives in exchange for positive feedback.
Biased negative reviews
Biased negative reviews are harmful reviews that are published with the intention to tarnish a company's brand reputation or to lower its ranking on search results pages. It is important for businesses to be aware of these types of fake reviews and take steps to identify and flag them so that potential customers can make informed decisions based on accurate information.
Paid reviews
Review optimization, also known as paid reviews, occurs when a company attempts to improve its Tripadvisor ranking by posting positive reviews.
Process to flag a suspicious review
The review removal process on Tripadvisor is easy although the assessment could take some time before they can come to a conclusion. Through your Management Center page, you can quickly report any of the reviews found on your listing to Tripadvisor, especially malicious reviews.
1. To report a review, click on the "Reviews" tab in the top menu and select "Report a Review."
2. To report the review in question, click on the "Reviews" tab in the top menu and select "Report a Review."
3. In the "Please tell us what the issue is" section, choose the "Report fraud" option.
4. Select the correct issue type from the "What do you want to do?" dropdown menu. The available options are Blackmail Threat, Review Boosting, Review Vandalism, and Review Optimization.
5. Tripadvisor has two questions you need to answer - have you already posted the review and is this your first time reporting the incident?
6. When asking questions of the reviewer, make sure to include information such as the month and year of their visit, name, and email address.
7. Please provide a comprehensive description of the event in this text box. Include as much information as you can about the review in question.
The review removal process will take a few days to go over your complaint and may not even remove it if it is a real review from an unhappy customer. However, we suggest that you reply to the feedback so other customers are aware of your side of the story and that you're attempting to fix it.
Make sure to follow the guidelines to write an appropriate and professional management response to a critical Tripadvisor review. You can also use our AI reply generator that writes a human-like response for you. All you have to do is copy the response into MARA’s software, hit "Generate Reply" and see the AI drafting a personalized and well-written management response for you.
Why respond to reviews
Responding to customer reviews regardless of whether they are a good or a bad review is crucial for every business because this reflects the image and reputation of the business. In addition, replying to each real review also shows that the business cares about its customers’ experience and feedback and are keen on improving their service. By doing this, it encourages others to consider your business in the future, and happy customers to share and promote your business to their peers.
Posting a professional management response to every review can be quite daunting, which is why using an AI reply generator to respond individually to reviews can help you in many ways:
1. Creating a better customer service experience
Since you’re able to respond in real time, you’ll be able to create a better customer experience. You can use an AI reply generator to quickly respond to these reviews and address any concerns they may have had while they were still at your business. This will help ensure that they have a positive impression of your business, which could lead them back again in the future.
2. Improving brand reputation online
One of the most common reasons people leave a bad review is because they feel ignored or unimportant when trying to reach out to a business directly. If you’re responding to all your reviews, you’ll show customers that you care about them, especially if you’ve resolved their problems in a timely manner.
3. Building trust with potential customers
Responding to reviews also gives you an opportunity to build trust with potential customers who may be considering using your property. This can lead to more sales by encouraging people to reach out directly or by answering any questions that arise during their research phase before making a decision.
Final Thoughts
Unfavorable reviews can hurt a business’s image and reputation which is why it is critical to give a well-written management response not only to appease unhappy customers, but also to show that the management is taking all the steps to put their customers’ experience first.
That being said, it is important to be aware of the types of inappropriate content for Tripadvisor and take steps on how to delete a review or ask for an update from a user. Through your Management Center page, you can quickly report any of the reviews found on your listing to Tripadvisor. Make sure to provide a comprehensive description of the event in the text box and include as much information as you can.
With our AI reply generator, you can quickly and easily draft empathetic, human-like responses to your online reviews. Just copy the review into MARAs software, hit "Generate Reply" and you'll be ready to go. This is an efficient way to save time and effort.
