How to Remove Bad Reviews From TripAdvisor: The Best Guide

Customers 26 minute read 5th October 2020

TripAdvisor is a powerful platform shaping travel decisions worldwide. The site empowers travelers and diners to share their experiences with the global community. The majority of reviews serve as genuine reflections of memorable encounters. However, there are instances where businesses find themselves grappling with negative feedback that impacts their online reputation. As a result, you might wonder how to remove bad reviews from TripAdvisor.

It’s inevitable to receive less-than-desirable reviews. Even if your team is at its best and the service you provide is at the top of its game. It’s natural to encounter one or two unhappy clients online. How you deal with those bad reviews sets you apart from the competition. This guide helps you do just that.

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Is TripAdvisor Legit?

Before we tackle how to remove bad reviews from TripAdvisor, some users might ask, is TripAdvisor legit? It’s a valid question. If you have any qualms about TripAdvisor, we’re here to put them to rest. TripAdvisor is a legitimate and well-established website. If you are a business, you should value the reviews on the platform.

Founded in 2000, TripAdvisor has become one of the most prominent and influential online travel communities globally. TripAdvisor provides a platform for travelers to share their experiences, ratings, and reviews of various travel-related services. These services include hotels, restaurants, attractions, and more.

The legitimacy of TripAdvisor lies in its vast user base, comprising millions of genuine reviews from travelers worldwide. These reviews offer valuable insights and feedback for other travelers looking to make informed decisions about their travel plans. The platform’s popularity and extensive reach have solidified its position as a go-to resource. Travelers use the site to see unbiased, real-world information about destinations and businesses. Yours included.

Therefore it’s essential to have a positive presence on the platform. It’s a powerful resource as a business owner as it allows you to address customer concerns. Additionally, it enables you to demonstrate a commitment to exceptional service and customer care.

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How to Remove Bad Reviews From TripAdvisor: A 5-step Guide to Responding Positively to Negative Reviews

So, you’ve received a bad review. We know it doesn’t feel great. Don’t go down the rabbit hole wondering how to remove bad reviews from TripAdvisor. Instead, you can try a few things as you handle bad reviews. Here’s how to turn that negative experience into something far more positive with our super-simple 5-step process.

Don't reply immediately

1. Resist Temptation

You’ll probably want to start bashing away on that keyboard when you receive a bad review. Or, you may wonder how to remove bad reviews from Trip Advisor. Whatever you do, take a pause and resist the temptation. As with anything in life, an immediately emotive response only lands you in hot water. So, step back, breathe, and collect your thoughts before responding.

Respond within 24-hours

2. Don’t Let It Linger

It’s sensible to take a breather before replying. However, you don’t want to wait too long, either. Responding promptly is important. Your response demonstrates that you’re on the pulse with guest feedback and keen to address issues that arise promptly. It’s best to respond within 24 hours. This proves you haven’t ignored the review but have taken the time to consider your response. Even if you know how to remove bad reviews from TripAdvisor, responding to negative feedback is an appropriate alternative.

Thank the reviewer

3. Give Thanks

Saying thank you in response to negative TripAdvisor feedback might sound odd. Particularly if you’re in that heightened emotional state that arrives after you’ve received a poor review.

It’s crucial to change your frame of mind. Every piece of feedback you receive about your business is valuable - negative or positive. Therefore, this person has taken the time to tell you what they think, which deserves acknowledgment. It will also calm the situation and provide the perfect platform to further the conversation.

No need to learn how to remove bad reviews from TripAdvisor. Sometimes a good conversation is enough for users to update their reviews.

Issue an apology

4. Say Sorry

No matter how wrong you might think the reviewer is or how unfair their criticism is, apologize. Explain you’re just as unhappy that they haven’t received the experience you aim to offer all customers. Then make it clear you’ll do all you can to resolve the problem. Be sure to follow through with your actions. If the customer who provided a bad review returns, they want to see changes. Simple changes go a long way, and you don’t have to worry about how to remove bad reviews from TripAdvisor.

5. Resolve the problem

Good news - you don’t have to resolve the entire matter online with the world watching. Nor do you need to wonder how to remove bad reviews from TripAdvisor. Explain in your response if the complaint is particularly bad and requires further investigation. Respond, letting TripAdvisor users know you’ll contact the guest directly to discuss the issue and find a resolution.

Make good on your promise and do just that. Speak to every member of staff who encountered the guest. Then decide how you’ll turn their bad experience into a positive one. The follow-up is essential. After you’ve made appropriate changes, reach out to your upset reviewer. Ask if they have visited or if the way you have remedied the issue is satisfactory. If so, request they update their review.

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How to Remove Bad Reviews from TripAdvisor: Positive and Negative Review Responses

Responding to your feedback is incredibly important from a business perspective. It allows you to interact with your customers and make necessary adjustments. We’d even argue that communication is more important than learning how to remove bad reviews from TripAdvisor. There are a few other reasons why responding to reviews is important. Here’s a list to consider:

  • Reputation Management. Negative reviews significantly impact a business’s reputation, especially in the highly competitive travel and hospitality industry. By responding promptly and professionally to negative feedback, businesses can demonstrate their commitment to customer satisfaction.
  • Showcasing Customer Care. Responding to negative reviews shows that a business values its customers and takes their feedback seriously. It reflects a proactive and customer-centric approach. This approach builds trust and loyalty among both existing and potential customers.
  • Public Perception. Your customers and potential customers might perceive silence as indifference or lack of accountability. Stay engaged, approachable and willing to partake in open conversations with your customers by responding.
  • Influencing Future Guests. Potential customers read positive and negative reviews before making travel decisions. A business that addresses concerns and takes feedback constructively gives future guests confidence to pick your establishment. Furthermore, it shows that you value their experience and will address any issues they encounter.
  • Improving Business Practices. Negative reviews offer valuable insights into areas you can improve. Use reviews to analyze common themes to identify where to make changes to enhance your customer experience.

This list isn’t exhaustive, but it’s a great place to start before removing bad reviews. Remember, responding to negative reviews isn’t about damage control. Instead, your responses showcase growth and professionalism.

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How to Remove Bad Reviews from TripAdvisor: Examples of Bad Responses

We’ve explained in depth the value of responding to feedback before learning how to remove bad reviews from TripAdvisor. Now let’s dive into how not to respond.

  1. Don’t use sarcasm. Don’t be sarcastic, no matter how much a customer review riles you and how quick-witted you can be. A bad review isn’t the time to demonstrate your sarcastic side. Instead, explain your situation and offer compensation or work together to resolve the issue.

Real TripAdvisor Example: “Maybe you didn’t get my message that I was attacked by a dog and required a plastic surgeon to reattach my lip. Sorry, your vacation was ruined.” 2. Don’t pull the sympathy card out. Things happen all the time. The majority of people, your customers included, understand. Therefore instead of attempting to gain customer sympathy, just be straightforward. Then you can come to a resolution.

Real TripAdvisor Example: “With only one person to look after the place, what do you expect? Think about what you paid.” (In response to a complaint about cleanliness.) 3. Don’t berate customers. Receiving a bad review is upsetting. However, you should always respond professionally and with understanding. Never berate your customer or call them names. Needless to say, there’s no room for belittling or rudeness.

Real TripAdvisor Example: “You’re right it’s not your kind of pizza. I can tell by the cheap hotels you stay in; Dominos is more your type … this gives me a good bearing of your intellect and culture. (If) it’s the worst pizza in your opinion, and by the places you visit and stay, it’s not of a very high caliber.”

TripAdvisor suggests that the best way to respond to a review is to keep calm and keep it simple. Then apologize, offer a solution and end on a good note.

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How to Remove Bad Reviews from TripAdvisor: Examples of Great Responses

Don’t underestimate the significance of a well-crafted response. A thoughtful and personalized reply strengthens customer loyalty and showcases the true essence of a business’s hospitality. So, what happens when managers get it right? Here are three examples of responses to check out before we dive into how to remove bad reviews from TripAdvisor.

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How to Remove Bad Reviews from TripAdvisor: Be Honest and Transparent Instead

The old saying goes, “Honesty is the best policy.” The same rings true when you are responding to reviews. For example, Are you confident with your pricing and know it’s sensible for your business and capable of delivering value? If so, you have every right to respond nicely to poor reviews that suggest you’re too expensive. You should do this before considering how to remove bad reviews from TripAdvisor.

Real TripAdvisor example: “Thank you so much for taking the time to write a review. I am sorry to hear you think we are overpriced. Please let me explain a little. We only use fresh, locally sourced ingredients in our kitchen. (We support) independent businesses which attract a certain premium. We are also in a prime location on the Royal Mile which is reflected in our prices. We believe with all those aspects put together, we produce an experience for our guests. Apologies again that your expectations were not met. I hope in the future you would reconsider coming into our establishment to give us another try.”

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How to Remove Bad Reviews from TripAdvisor: Take the Rough with the Smooth

Do you have a review that mixes positive feedback with constructive criticism? If so, your response should address both — not just the negative feedback. The goal is to provide readers with a clear indication that you will respond to feedback. This informs users that you want to improve the experience for future guests. And you don’t need to know how to remove bad reviews from TripAdvisor when you respond instead.

Real TripAdvisor example: “Thank you for sharing your feedback, both positive and constructive. I apologize that we did not exceed the standard you have received during previous stays. I was glad to read that the staff provided great service and the unexpected surprise of sparkling wine for your anniversary. Your comments have been discussed at length with our pest control contractor to ensure the hotel maintains its standards. Warm regards.”

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How to Remove Bad Reviews from TripAdvisor: Don’t Do It and Take Advantage of Positive Reviews as an Alternative

We’ve briefly mentioned this, but like most relationships, communication is key. Review browsers take note of good communication between establishments and reviewers. Take advantage of positive reviews before you think about how to remove bad reviews from TripAdvisor. Offer a great response instead.

Real TripAdvisor example: “Thank you so much for your amazing review. I’m happy to hear that you’ve found us and are never letting go. I’m going to let you in on a secret… We have a new executive chef starting with us very soon. I’m excited to have you come back and try his new menu! Thanks again.”

Among bad reviews, you will have far more positive ones. The trick lies in responding to as many of them as possible. Particularly when they allow you to up-sell your additional services and tempt the reviewer back for more.

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How to Remove Bad Reviews From TripAdvisor

After these tips for responding to negative reviews, are you still wondering how to remove bad reviews from TripAdvisor? If so, the easiest way to remove reviews is to make a request. Here’s how to ask TripAdvisor to remove bad reviews.

  1. Contact TripAdvisor to report a review. Log into the management center from your TripAdvisor account. Click the “Reviews” tab and select “Report a Review.”
  2. Provide evidence. Explain why you believe they should remove the review. Include things like photos, screenshots, or documentation that the review is inaccurate.
  3. Wait for a response. The TripAdvisor support team will review your request and reply within a few days. If they decide to remove the review, they will notify you.

There are standards for having bad reviews removed. First, the review must be inaccurate or unfair. Tripadvisor will not remove a review just because you disagree with it. It must be unfair or incorrect in some way. Next, the review must be recent. TripAdvisor will only remove recent reviews. Anything more than a year old will most likely remain on your page. Last, you have to be the business owner.

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Can You Buy TripAdvisor Reviews?

Have you ever asked, “Can you buy TripAdvisor reviews? Well, the short answer is yes, you can. We actually gave it a try so you don’t have to. Our conclusion? There’s nothing comparable to real reviews.

If you go down this route, be aware that your faux reviews may not represent your business in any way. For example, if you only have street parking and your bought reviews talk about ample parking, there’s an apparent discrepancy. Sometimes it’s easy to tell which reviews are genuine and which are purchased. If it’s noticeable, you might turn away potential customers.

Instead of buying reviews, we encourage you to kindly ask your customers for their reviews. You can offer incentives such as a small discount or a complimentary beverage. Or, leave out a sign reminding customers that their reviews are greatly appreciated. For inaccurate feedback, learn how to remove bad reviews from TripAdvisor.

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Final Thoughts on How to Remove Bad Reviews From TripAdvisor

Navigating the realm of online reviews, especially negative ones, can be a daunting task for businesses on platforms like TripAdvisor. Reviews are important to your business. It’s crucial to understand that genuine customer feedback, whether positive or negative, is a valuable tool for growth and improvement. You can leverage these critiques to enhance your services, elevate customer experiences, and improve. Learning how to remove bad reviews from TripAdvisor alongside positive and effective review responses drives your business and customer satisfaction.

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