Hotel Reviews: Impact, Responsibility, and Integrity
- SKNapp Consulting
- Nov 28, 2024
- 1 min read
Updated: Nov 28, 2024
My thoughts on traveller reviews today.
As a guest, I'm perfectly ok with my hotel reviews being deleted if something I complained about is well and truly gone (as in literally demolished during a renovation) such as the advice I received from TripAdvisor about my review of a London hotel. As a hotelier, I want to retain the right to have a review deleted if I can demonstrate the issue is not valid. The definition of "not valid" is the hard part.
However, the importance of now-deleted Google reviews can not be underestimated in the tragic unfolding incident in Laos:
From the articles I've read on this particular case, Google removed the reviews purely because the Hostel representative claimed the guests' statements of getting sick were slander.
Will horrifying cases such as this lead to further revised policies by travel review forums? It is something I am keen to study as a Decentralised Travel Agency (DTA) platform environment evolves, where travellers bypass online booking agencies and connect directly to hotels and airlines which publish only their own reviews.
What say you?
