TripAdvisor is to launch a customer support phone number for registered owners and managers on the online reviews website, which is set to go live today.
Hotel and restaurant reviewers have frequently criticised TripAdvisor for the difficulty they have contacting the company in the event of an unfair, malicious or fake review.
The move comes following an intense period of publicity for the controversial website, which faces pressure and the threat of legal action from reputation management company Kwikchex, an investigation by the Advertising Standards Agency (ASA) amid claims that reviews are misleading, and last week's Channel 4 programme, Attack of the Trip Advisors.
The company also announced that Sue Worth would be appointed in the newly-created position of customer care manager for Europe the Middle East and Asia.
Worth has a several years worth of experience in customer care in Europe and beyond, having worked for tour operators, airlines and accommodation organisations. She has been guest relations manager for the Gloucester hotel in London and has been responsible for implementing customer experience programmes for a number of high-profile companies in the technology and hospitality sectors, including Gulf Air Holidays. She joined TripAdvisor from a division of Invensys Operations Management, a FTSE100 company specialising in carbon and energy solutions.
Her appointment comes after John Dila was made director of customer care in March, with the aim of offering "responsive, high-quality customer service" to the hospitality industry.
"This appointment, along with our new dedicated customer support number, sends a strong message about our commitment to delivering quality customer care for accommodation owners," Dila said.
TripAdvisor has also invited accommodation owners to attend masterclasses to learn more about working with TripAdvisor and online reputation management. There will be two events for the UK hospitality industry in November - Liverpool (15 November) and Exeter (17 November).
Liverpool, November 15
Morning session: 09:30-12:00, afternoon session: 13:30-16:00
Marriott Hotel City Centre, One Queen Square, Liverpool, L1 1RH
Exeter, November 17
Morning session: 09:30012:00, afternoon session: 13:30-16:00
The Rougemont Hotel, Queen Street, Exeter, EX4 3SP
TripAdvisor will be launching the customer service number in the UK and Italy to registered owners, before rolling out language-specific phone numbers for the rest of Europe, the Middle East and Asia (EMEA); the Asia Pacific region (APAC) and the Americas.
The new customer support number is 0800 098 8460.
* Used the new TripAdvisor customer care line? What was your experience? E-mail: janet.harmer@rbi.co.uk.
Discuss your views about TripAdvisor on our online forum TableTalk >>
Cavendish managing director Ciaran Fahy brands TripAdvisor as 'sinister' >>
TripAdvisor removes 'reviews you can trust' slogan >>
Advertising Standards Authority launches investigation into TripAdvisor >>
Duncan Bannatyne: We must take a stand against TripAdvisor hosting untrue reviews >>
Aberdeenshire restaurant threatens to sue TripAdvisor over 'defamatory' review >>
By Neil Gerrard
E-mail your comments to Neil Gerrard here.
If you have something to say on this story or anything else join the debate at Table Talk - Caterer's new networking forum. Go to www.catererandhotelkeeper.com/tabletalk
Catererandhotelkeeper.com jobs
Looking for a new job? Find your next job here with Catererandhotelkeeper.com jobs
E-newsletters
For the latest hospitality news, sign up for our E-newsletters