45 percent of customers say they’re more likely to visit businesses that respond to their reviewsOnline Reviews Survey
For a variety of reasons, businesses want to remove a TripAdvisor review from their TripAdvisor business page. This could be because the review is inaccurate of the experience or because it can easily detract potential customers from visiting. After all, 94 percent of consumers avoided a business because of a negative online review.
However, deleting a review isn’t an option in the first place for anyone with a TripAdvisor listing because TripAdvisor doesn’t allow anyone with a listing to delete reviews from their page. Instead, listing managers should do one of the two options:
- Resolve the issue with the customer and ask for an updated review
- Flag the review as fake
Resolve the Issue and Upload an Updated Review
Responding to reviews is a practice that every listing manager should turn into a habit, especially when it comes to negative reviews.
When you respond to negative reviews on TripAdvisor, make sure you thank the user for their feedback to show that you care about their opinion. Only then can you attempt to resolve the issues mentioned in their review.
If you manage to solve their problem, you can ask them for an updated review. Users can’t edit their reviews once they are published, but they can delete the review and publish a new version that accurately reflects their experience during and after their visit.
Users can delete their reviews by doing the following:
- Log in to TripAdvisor and access their user profile.
- Find the review to delete and click on the button with three dots on the review. This is usually located on the top-right corner of the review.
- Click on the “Delete” button. TripAdvisor will ask you to confirm the request by clicking the button again. You should receive an email confirming that the review was deleted.
At this point, the user is free to write a new review for the listing. Keep in mind that TripAdvisor only allows one updated review per user “for the same experience.”
How to Spot and Flag Fake Reviews
Another option is to flag reviews that you believe are fake. Specifically, TripAdvisor puts fake reviews in three different categories.
- Biased Positive Reviews, aka Review Boosting: a biased and positive review by someone who has ties with the business. This can be 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, aka Review Vandalism: these are harmful reviews that are published with the intention to tarnish a business’s online reputation or to lower its ranking on search results pages. These can come from one of two sources: a rival business or someone that is blackmailing the business with the threat of a negative review.
- Paid Reviews, aka Review Optimization: when a business accidentally or intentionally receives help from a person or company in order to raise its ranking on TripAdvisor by flooding the listing with positive reviews.
If you see any of these reviews on your listing, you can easily report them to TripAdvisor through your Management Center page. From there:
- Click on “Reviews” on the top menu and select “Report a Review.”
- Select the “Report fraud” option in the “Please tell us what the issue is” section.
- Choose your issue type with the review in the “What do you want to do?” selection. You can choose from Blackmail Threat, Review Boosting, Review Vandalism, or Review Optimization.
- Answer two questions from TripAdvisor. These ask if the review was already posted and if this is the first time you filed a report of the incident.
- Include additional information about the reviewer in questions including the month and year of their visit, name, and email address.
- Describe the details of the event in the text space. Make sure to include as many details as possible.
It will take TripAdvisor “several days” to investigate and resolve your complaint, but there isn’t a guarantee that a review will be removed if TripAdvisor discovers that the feedback is genuine.
In the meantime, TripAdvisor recommends that you respond to the review so that other consumers are aware of your side of the story and that you’re trying to handle the situation.