TripAdvisor meets disgruntled hoteliers in North Wales

10 December 2010 by
TripAdvisor meets disgruntled hoteliers in North Wales

Hoteliers in North Wales disgruntled with negative reviews on the TripAdvisor website have voiced their concerns at a meeting with the site's commercial director, Karen Plumb.

At two sessions in Caernafon, organised by North Wales Tourism and attended by more than 100 people, Plumb was told of the worries among hoteliers, guesthouse owners and bed and breakfast operators that the reviews on TripAdvisor are not always accurate.

One hotelier, Louis Naudi of the 28-bedroom Royal Sportsman in Porthmadog, said he is incensed that TripAdvisor does not adhere to its own guidelines and continues to allow reviews to be written that refer to hotel stays which have taken place more than a year previously.

He also said that he is frustrated that despite writing more than a dozen letters of complaint to TripAdvisor concerning reviews described by his solicitor as "defamatory", he has never received a reply.

"Karen Plumb gave a very good presentation and has promised to look into my complaints," said Naudi. "However, the overall feeling of the meeting was rather sceptical that nothing is going to change."

A spokeswoman for TripAdvisor said the visit to North Wales was one of a series of masterclasses being held for the hospitality industry to allow business owners to air their views and ask specific questions, but she would not comment on specific concerns.

"We're constantly looking for ways to better serve the hospitality industry and events like this provide the ideal platform," she said. "We addressed the concerns that were raised and have taken them on board so we can continue improving. We feel the hoteliers left the sessions satisfied and with a much better understanding of Tripadvisor."

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By Janet Harmer

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