Are you looking to enhance your presence on Tripadvisor? You're not alone.
Everyone operating in the hospitality industry is looking for positive reviews on review sites like Tripadvisor to improve their online presence and attract more customers.
At a time when 86% of travellers make a decision based on a Tripadvisor review, you want your online reviews to be positive and give a good impression about your business. This way, travellers will trust your business and book your services.
However, you won't always get positive reviews for your hospitality services. In some instances, you'll be forced to deal with bad reviews that have the potential to damage your business on online platforms.
Fake reviews are common, and you need to be aware of negative reviews to address them accordingly. However, dealing with fake Tripadvisor reviews is not always simple - nothing ever is, right?
In this guide, you'll learn all the fundamental steps to remove fake Tripadvisor reviews and protect your online reputation.
Check your account for reviews
As a leading business player in the hospitality industry, you need to understand the tools the Tripadvisor page has provided to analyse various metrics in your account.
For example, the Tripadvisor Management Centre is a command centre for your business. This is the ultimate location where you can analyse everything affecting your organisation.
List your property on the platform to access the Tripadvisor Management Centre. You'll be able to:
- Claim your listing in minutes
- See all of your reviews and respond to them
- Learn from your key insights and track performance
You'll directly land on the Tripadvisor reviews page by clicking the Manage Your Reviews link from the Management Centre.
Evaluate your Tripadvisor reviews
Evaluating your Tripadvisor reviews is an important task. It's important that you take your time when reading and responding to reviews - no one wants to see a hot-head hotel owner being defensive.
A deep analysis of your reviews will allow you to prepare a response for both bad reviews and positive reviews.
Respond to online negative reviews quickly
You need to develop a proactive schedule to check and respond to your online reviews. You can even use software to help streamline your review process - it can notify you each time you get a new review, so there won't be any delay in your responses.
Responding to negative reviews helps you to control the narrative around your business. Remember, everything revolves around perception and reputation.
Here's how to respond to negative Tripadvisor reviews.
- Acknowledge the problem
- Apologise without making excuses
- Provide a detailed explanation if necessary
- Compensate the reviewer appropriately
- Take the conversation offline - this solves this issue quicker
Flag reviews for removal
You'll come across fake reviews from time to time, and they can tarnish your business if potential customers believe them. You can contact the Tripadvisor support team if you see a fraudulent review - but you can't just request review removal for a bad review.
Here's how to report a fake Tripadvisor review
- Log into your Management Centre
- Click on the Reviews tab
- Select the Report a Review option
- Click Concerned about a review?
- Click See our guidelines and submit your comments
- Select a suspicious review
- Outline your evidence
The Tripadvisor team will analyse your submission and the evidence before initiating the review removal process. Remember, it's not always easy to remove or edit your Tripadvisor reviews as the company has the final decision.
You need to submit enough evidence to stand a chance.
Contact the Tripadvisor support team
If you're struggling with bad reviews and they're affecting your bookings, then you can contact the support team. This might be quicker than flagging your review.
Contacting the Tripadvisor Management Centre immediately is more likely to speed up the process - and save further damage to your online reputation.
Your Tripadvisor account has a direct communication line, and this is the time to use it.
Reaching out to a Tripadvisor representative will help you to avoid catastrophic online damages. However, you still need to support your claims.
Get more positive Tripadvisor reviews
Sometimes you won't get your negative reviews removed. It's not the worst thing that can happen as you can focus on building up your reputation by having more positive reviews.
You can overshadow the bad reviews quickly by requesting reviews from all of your happy customers. But, you do need to put a bit of effort in as not all of your customers will take the time to review you.
Make sure to:
- Be proactive in asking for reviews.
- Ask satisfied and happy customers for positive reviews
- Reach out to repeat customers for reviews
- Explain to your loyal customers how reviews help your business
- Incorporate Tripadvisor links on your website for easy reviews
To build a positive reputation, you need to incorporate multiple approaches into your business. However, you need to be cautious when asking for reviews. Some customers might be offended by your approach and leave a bad review.
Remember, getting more positive reviews will depend highly on the quality of your services.
Manage your online reviews with Cloutly
As a travel business owner, you're operating in one of the most competitive industries. Much of your time is dedicated to serving your customers and handling the administrative roles of your business.
Using a reputation management tool like Cloutly allows you to check, evaluate, and respond to your reviews in one place. You can request reviews with fun, automated campaigns (including video campaigns) - your customers will be way more inclined to leave a rave review.
Start your free trial today.