Real help for Hotel Reputation Management, Trip Advisor Blackmail Tool for Lodging, Hotels, Inns and B&Bs
Ever have a guest tell you that if you don’t do ‘x, y or z’ that they will write a bad review about you or your property? Now there is help for hoteliers, it’s the Trip Advisor Blackmail Tool for lodging owners and managers! While helping small hotels manage their online reviews, this question has been asked more than once during Social Energizer’s lodging-specific social media coaching sessions. Trip Advisor is finally addressing these concerns of property owners by providing a proactive means of reporting them –smart idea! We applaud Trip Advisor for taking action on what can easily be the downside of living in this review dependent world.
The power of Trip Advisor is obvious. Travelers now read on online reviews 81% of the time while planning travel. This trend is growing every day. With Facebook now entering the travel review arena, this percentage is likely to increase even more.
Here is what Trip Advisor had to say about their new tool, “We hear from owners that potential “blackmail” –when a guest threatens to write a negative review unless a demand for a refund, upgrade, or other request is met – is an occasional concern. We now have a way for you to proactively report these threats more easily, before a corresponding review is potentially submitted. Immediate reporting of blackmail threats can supplement our investigative procedure and help us keep blackmail reviews from ever reaching the site.”
Trip Advisor says that blackmail threats are taken seriously and in some countries may be illegal. The process for reporting a potential blackmail threat is to log in to your property’s Management Center. Go to “Manage your reviews” and click on the link under “Dispute a review”. Use the drop down where it says, “Please tell us what the issue is:” and select “Report blackmail”. This brings up a form that allows you to provide the following: Reviewers Name (potential blackmailer), Email, Origin, Stay dates (month & year), and a Comment with as many details as possible about the incident.
The trick is to report this as soon as the blackmail type remarks are made. Be very proactive. That way Trip Advisor will have it on file and it will match to any subsequent review before it is posted online. Trip Advisor may follow up with you for further information, so you should keep all documentation and notes in regard to the incident.
If a review is posted before you can report it, then the procedure is a little different, and likely may be less successful. Instead of selecting “Report Blackmail” from the drop down, you will need to select “Report a problem with a review” and “Review is Suspicious” as the problem, add the details to the “Other” section.
In neither case, does Trip Advisor guarantee a removal of the review. They put them under review, with the more proactive “report blackmail” claim having more credibility. While under review, they suggest you post a response using their tips and videos for guidance.
I found this a bit ominous. “Please note: property managers who abuse this new tool will be penalized.” It’s Trip Advisors’ warning at the bottom of their policy page, but I wonder what penalty could be worse than getting a poor, undeserved review? Nevermind, I really don’t want to find out. Do you?