Customer Experience Blog

How To Prevent Fake Online Reviews On TripAdvisor From Ruining Your Brand

By Akshay Karwal

fake-reviews-trip-advisor

If you own or work in a customer-centric business then there is a high probability that you would have faced the heat of fake negative online reviews on TripAdvisor.

Reading those hate-filled words against your business is surely not a good experience. Moreover, it badly affects your business in a long run.

The fact that you’re reading this post proves that you are already facing this issue and want to get rid of such fake negative reviews against your business. Let us help you in this journey.

First and foremost, you should be able to spot a fake online review from a genuine online review. It would be a very problematic condition if you skip this scrutinization.

Believe us, we’ve been there.

One of our customers was very furious to get a bad online review for his business.

He figured it was a fake review and initiated several tactics to remove it from TripAdvisor.

We love our customers so we jumped in and analyzed the review from our AI-powered report.

Turned out, it was indeed a genuine feedback by a unsatisfied customer.  

They would have done the damage control by replying to the review and analyzing the gap in their customer experience.

Moral of this lousy story: You should be able to detect a fake review from a genuine one

How to detect a fake online review

1. Analyze profile of a reviewer

If it is a fake online review, then chances are, the profile of a reviewer is incomplete and lacks personalization characteristics and detail.  

You can also dig a little deeper and see if any social profile is available. But you are out of luck here if a user has kept his profile anonymous.

2. See if the review is extremely skewed

Generally, genuine negative online reviews state a particularly valid reason and are more of a complaint.  

Any personal attack and use of extremely foul language throughout the review without hinting on any valid reason should come under the radius of suspicion.  

3. Note the time interval between each negative review 

If negative reviews are written by your competitor or an agency then you can expect a sudden flood of negative reviews in a very short period of time.

4. See the details in online reviews

If someone has given one star without any description then it is most likely a fake online review. Any disappointed customer would definitely put forward his complaint in the review.

Now that you know how to detect fake online feedback, let’s see what you can do next here.

How to make a complaint against the fake negative review

With TripAdvisor Owners’ Center, you can write your complaint against the fake negative review by filling out the “Dispute a review” form.

You can find it under the section named “Manage reviews”.

You are required to fill the title of the review and any other information that you feel would strengthen your complaint.

TripAdvisor may take a few days before they send their response to your complaint.

If the response is negative then don’t lose your hope and be calm. Stay positive and try to concentrate on the next step.  

1. Write a management response  

This is nothing but your reply to the review. Please keep in mind that you are not in a war. Your reply should not contain any insulting and derogatory element.

The way you handle such reviews gives a clear impression of your quality of being caring towards your customers. TripAdvisor has its own set of guidelines for this very situation.
 

2. Your response should be family friendly

Like we mentioned, your response should not contain any threats, hate speech, or use of any foul language.

After all, you’re representing your company and you should not let your emotions interfere with this very process.

Make sure you’re the only one who is responding to the review

If you don’t know already, TripAdvisor allows just one response per review.

You might want to coordinate with your team members and be certain that only one designated person is responding to the review.

 

3. Be professional 

Your response will be read by general TripAdvisor users, hence you should maintain the professionalism in your response.

You will be representing your company and therefore you should portray your company accordingly. 

good-day-sir
 

4. Don’t disclose the identity of the reviewer

 

If you somehow know the identity of a reviewer, then you might want to keep it to yourself.

TripAdvisor respects the personal information of its user and they wouldn’t entertain an information that may be used to identify the reviewer.

 Related: Quick guide to increase your TripAdvisor rankings 

5. Don’t exaggerate your response

 

People do use ALL CAPS and repeated text to highlight a problem. Please try to avoid this while writing a response to the review.

Such responses are likely to get rejected by TripAdvisor team.

  

Topics: Online Reviews

Akshay Karwal

Written by Akshay Karwal