Owners Help and FAQ

Welcome, Hotel Owners and Managers!

We're looking forward to introducing you to TripAdvisor. We hope the information below will answer your top questions. If you have other concerns, you'll find contact information for our Hotel Relations Team at the end of this document.

Please note that we're addressing hotel owners and managers because the vast majority of our traveler reviews and customer support issues concern hotels. However, everything said here applies to attractions and restaurants as well, so please keep reading!

Below you'll find answers to our most frequently asked Listings, Traveler Review and Popularity Index inquiries, as well as other questions we get from our community of Property Owners and Managers. So be sure to keep scrolling if you have questions in any of these areas.

    Listings

    1. What do you mean by "Your TripAdvisor listing?"
    2. How did I get listed on TripAdvisor?
    3. Can I request a listing myself?
    4. Does it cost anything to be listed on your site?
    5. Do I need to be listed already for someone to review my property?
    6. How can I add a photo or description to my listing?
    7. I see some properties have a promotional video on their listing. How can I get one of those?
    8. How can I make changes to my property details?
    9. How can I get my listing removed from your site or not receive reviews about it?
    10. I'm not permanently closed, but I'm temporarily not taking reservations because I'm repairing extensive damage from a storm, or making other repairs. Can you take my listing down?
    11. I just bought this B&B, and the previous owners did a lousy job running it. I'm going to change things. Can I start with a clean slate?
    12. My hotel has some bad reviews because people hated our pool. We have a brand-new pool now. Can you remove the old reviews?
    13. My star rating is incorrect. Can you change it?
    14. What is the TripAdvisor Traveler Rating?
    15. Can you break down that algorithm for me?

    1. What do you mean by "Your TripAdvisor listing?"

      By "listing," we mean the main TripAdvisor page about your property. It looks like this. On it, you'll see your Popularity Index ranking, traveler ratings and traveler reviews (if you have any). Toward the bottom of the page you'll see links to other content on the web about your property.

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    2. How did I get listed on TripAdvisor?

      If you have just stumbled upon TripAdvisor, you might be surprised to see your property listed with us, perhaps even with reviews. Properties get listed on TripAdvisor in a few different ways:
      - A traveler may have submitted a review about your property.
      - We may have heard about your property from one of our commerce partners, such as Expedia or hotels.com. We list all hotels in their systems.
      - Our editors may have come across another reference to your hotel in an article or guidebook.
      - A traveler familiar with your property may have alerted us to its existence.

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    3. Can I request a listing myself?

      Absolutely! Please fill out this form. We address requests for new listings in the order they are received, so it may take a few weeks for your property to appear on TripAdvisor.

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    4. Does it cost anything to be listed on your site?

      No, it's absolutely FREE.

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    5. Do I need to be listed already for someone to review my property?

      No, as long as we get enough information from the traveler to place you in the correct location, we'll create a listing when their review comes in.

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    6. How can I add a photo or description to my listing?

      Just fill out the expand your listing form.

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    7. I see some properties have a promotional video on their listing. How can I get one of those?

      We welcome videos from hotels, attractions, restaurants and destinations. You can get more information about uploading videos here.

      If you are interested in commissioning a video about your hotel, check out our list of video production companies:

      • TurnHere: TurnHere is a digital media company with a unique mission: produce professional digital videos, accessible on the Internet, for clients across the globe. Satisfied clients range in size and mission, from large corporations like InterContinental Hotels and Resorts, Discovery Communications and Wells Fargo, to local merchants and large non-profit organizations. Using our network of thousands of locally placed professional filmmakers, TurnHere produces cost-effective, high-quality videos designed to inspire action and emotionally connect individuals with brands, products and services around the world. Visit www.turnhere.com.
      • Alchemy Filmworks Ltd.: Alchemy Filmworks Ltd. is a London based production company specialising in promotional web videos and interactive DVDs for the travel, leisure, and hospitality business. Our central location and multi-lingual team make us the perfect choice for video productions across Europe, North Africa and the Middle East. Member of the Hotel Marketing Association, Master Member of the Institute of Videography, and Certified Member (with Distinction) of the Association of Professional Videomakers. www.alchemyfilmworks.com

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    8. How can I make changes to my property details?

      9. To update your name, address, number of rooms, description or photo, use the form found here.

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    9. How can I get my listing removed from your site or not receive reviews about it?

      10. Because we want to be a complete source of travel information for our members, we will not remove a listing at the management's request. If your property is permanently closed and you'd like to remove your listing, contact us.
      We accept reviews for all properties that are listed on our site.

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    10. I'm not permanently closed, but I'm temporarily not taking reservations because I'm repairing extensive damage from a storm, or making other repairs. Can you take my listing down?

      No - we actually think it's important to leave your listing up, so we can help you communicate your status to travelers. E-mail us with a description of what's going on (e.g., "We are currently closed for major renovations. We plan to reopen in late August."), and we'll add it to your listing. Once the renovation has been completed, contact us again and we'll remove the note. Or, if you receive a negative review complaining about a renovation or property feature that has been fixed, you may wish to consider leaving a management response. This allows travelers to read reviews of your property, as well as your response to them. We have found it is helpful for our Traveler Community to hear the story from both perspectives.

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    11. I just bought this B&B, and the previous owners did a lousy job running it. I'm going to change things. Can I start with a clean slate?

      Absolutely. If the ownership of your property has changed, please send us an e-mail stating the exact date and nature of the ownership change, along with documentation of this (such as a press release). We will then remove any reviews that are irrelevant to your current status.

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    12. My hotel has some bad reviews because people hated our pool. We have a brand-new pool now. Can you remove the old reviews?

      No. Reviews for a property may only be removed due to a major brand change or ownership change (as described in the question above), and documentation of the change must be provided. We don't remove reviews just because of a change in amenities. However, we encourage you to post a management response to those reviews and give our travelers the details of your improvements. Our travelers actually think very highly of properties that respond to negative comments by making changes.

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    13. My star rating is incorrect. Can you change it?

      The hotel class and hotel descriptions appearing on some hotel listings are provided by a third-party source named Northstar. If you believe your rating is inaccurate, please contact Northstar directly at the following e-mail address:

      HotelReviewReq@ntmllc.com

      If Northstar changes your rating, it will be updated on TripAdvisor the next time we refresh their content.

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    14. What is the TripAdvisor Traveler Rating?

      It's a measure of how well our travelers have liked your property. We calculate it with a sophisticated, proprietary algorithm based on the quality, quantity and age of submitted reviews.

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    15. Can you break down that algorithm for me?

      Sorry, but we can't share proprietary information.

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    Traveler Reviews

    1. What are traveler reviews?
    2. Someone e-mailed me to ask for a free hotel stay because he's writing an article for TripAdvisor. Is this legit?
    3. How do you choose which reviews get posted?
    4. Someone wrote a review about an experience with a lost reservation at my hotel. The person didn't actually stay here. Why is that allowed?
    5. How can I get more reviews?
    6. Can I set up a computer in the lobby that shows the TripAdvisor Traveler Review form?
    7. I collect a lot of comments on comment cards. Can I post them as reviews myself?
    8. I'm sure someone is writing reviews to smear my business, and I'm sure it's a competitor or former employee. What can I do?
    9. I have a very negative review. Will you remove it? I'm losing business.
    10. Are reviewers allowed to name employees?
    11. This reviewer says they're from N.Y., but I know nobody from N.Y. has ever stayed at my property. It's obviously a lie. Can you take it down?
    12. This other property in my town said you removed all of the bad reviews just because they asked. Why can't you remove mine?
    13. What was that about "at the request of the reviewer?" Hmmm...
    14. Can I respond to a review?
    15. Can you get in touch with this guest for me so I can resolve their problem?
    16. Why can't you tell me when you're going to post a bad review so I can look into it and resolve things before you post it?

    1. What are traveler reviews?

      Traveler reviews are opinions from TripAdvisor users, real people who want to share their unbiased experiences on our open forum. We do not employ professional writers to write reviews and our staff does not visit properties to evaluate them personally.

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    2. Someone e-mailed me to ask for a free hotel stay because he's writing an article for TripAdvisor. Is this legit?

      Absolutely not. Should you ever encounter someone claiming to be a professional writer or a TripAdvisor employee sent to evaluate your property for our site, please let us know. And please don't give them any special rates or favors - they are not affiliated with us and they are trying to take advantage of you!

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    3. How do you choose which reviews get posted?

      All reviews submitted (positive and negative) that meet our review criteria are posted. Any review that does not meet our posting criteria is rejected. When we reject a review, we e-mail the reviewer to explain why. See our Traveler Review Guidelines and FAQ.

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    4. Someone wrote a review about an experience with a lost reservation at my hotel. The person didn't actually stay here. Why is that allowed?

      While this user didn't stay overnight at your hotel, he or she did have a customer service experience with someone representing your property. Whether during the reservation process, while checking in, or arriving at a hotel and deciding to cancel. We do allow reviews of incidents / events that occur during the reservation process checking-in or after arrival at the hotel even if the stay is canceled.

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    5. How can I get more reviews?

      Only real travelers can submit reviews. It is expressly forbidden for property ownership/management to submit reviews themselves, solicit reviews from friends and family or otherwise attempt to acquire reviews that are not the unbiased opinions of real travelers.

      You may certainly encourage actual guests to write a review for your property upon their return home, but you may not offer any incentives, discounts, upgrades or any kind of special treatment on current or future stays in exchange for reviews. Any property found to be offering incentives may be subject to penalty.

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    6. Can I set up a computer in the lobby that shows the TripAdvisor Traveler Review form?

      In the interest of keeping reviews unbiased, we prefer that guests submit reviews - either positive OR negative - from home. Do feel free to encourage guests to write a review once they arrive home. Please keep in mind however, that this encouragement must be done so as a suggestion and not contingent upon an incentive of any kind and should reflect any experience - both positive and negative - at your property.

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    7. I collect a lot of comments on comment cards. Can I post them as reviews myself?

      No, this is not permitted. Guests must post their own reviews.

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    8. I'm sure someone is writing reviews to smear my business, and I'm sure it's a competitor or former employee. What can I do?

      9. Our editors will investigate your reviews to be sure that each review meets our criteria and passes all fraud filters in place. We will remove any reviews that do not meet our requirements. In all cases, we will let you know the outcome of our investigation. Simply contact us with the dates, titles of the reviews, and any other information that may help us with the particulars of your situation.
      We take accusations of review fraud very seriously and remain vigilant in preventing fraudulent reviews from appearing on TripAdvisor. We're constantly refining our automatic fraud filters and editorial training. We value your help and appreciate it when you alert us to a potentially fraudulent situation.

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    9. I have a very negative review. Will you remove it? I'm losing business.

      We do not remove reviews at the request of owners or managers. We will be happy to look into the review to check that it does, in fact, meet all of our review guidelines, but we will not take it down just upon request. We recommend that you write a Management Response.

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    10. Are reviewers allowed to name employees?

      Yes, reviewers are allowed to mention names of employees. However, personal insults are never tolerated.

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    11. This reviewer says they're from N.Y., but I know nobody from N.Y. has ever stayed at my property. It's obviously a lie. Can you take it down?

      No. We do ask our users to post their location, but there are many reasons that this may differ from what you have in your records. The guest may have moved or may be writing while still on their trip, writing from where they work, or grew up - all of these are acceptable to us.

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    12. This other property in my town said you removed all of their bad reviews just because they asked. Why can't you remove mine?

      13. If we removed reviews, it was either at the request of the reviewer or a result of a fraud inquiry that determined the reviews were not acceptable. If you think you have fraudulent reviews, contact us and we will certainly look into them. Contact us with the dates, titles of the reviews, and any other information that may help us with the particulars of your situation.

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    13. What was that about "at the request of the reviewer?" Hmmm...

      Although we cannot put you directly in touch with former guests (see below), our support department and content editors work with travelers every day to ensure that their reviews get posted, that photos are attached, and that updated reviews replace old ones, for example. As such, we will hear from a guest who requests old reviews be removed so a newly updated review can be posted. This often occurs when a manager or property owner has "made it right" with a disgruntled guest. When we hear from these guests, we work with them to get their opinions posted to your property expeditiously.

      However, we have heard reports from reviewers of hotel owners harassing, threatening or otherwise pressuring guests to ask us to remove negative reviews. We take this VERY seriously. Any hotel found to be intimidating guests in this manner may be penalized at our discretion.

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    14. Can I respond to a review?

      Of course - we actually encourage it! We know there are two sides to every story, and we want to give our travelers the complete picture. Therefore, TripAdvisor allows representatives of hotels to respond to reviews via our Management Response form. Management Responses will be posted on our site below the review in question.

      To write a Management Response, go to your listing page, click on "Write a review" and click the link for a management response in the right-hand column. Before writing it, please read our Management Response Guidelines.

      Please note that TripAdvisor may contact the property to verify that you are a legitimate representative.

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    15. Can you get in touch with this guest for me so I can resolve their problem?

      We appreciate what you're trying to do, but we have a strict Privacy Policy that we must adhere to. We cannot forward messages to a reviewer, alert them that you have posted a response, etc. We recommend that you include contact information with your response so the reviewer can reach you and work things out directly.

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    16. Why can't you tell me when you're going to post a bad review so I can look into it and resolve things before you post it?

      Sorry, but that is not our policy. We feel that any review meeting our criteria should go up as soon as possible, so that it can be useful to other travelers. We also get thousands and thousands of reviews every day, which makes contacting each hotel in advance impossible. If you are concerned about negative reviews, we recommend checking your listing page frequently and posting Management Responses as needed.

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    Popularity Index

    1. How does the Popularity Index work?
    2. How do I get to be #1 in my city? You can just put me there, right (wink, wink)?
    3. If I advertise on TripAdvisor, will this increase my ranking?
    4. But XYZ Travel Guide said I was the best hotel in Smallville! And we got a glowing review in the local paper! Doesn't that count?

    1. How does the Popularity Index work?

      Unlike other sites that simply sort hotels by price or hotel class, TripAdvisor delivers a Popularity Index that truly reflects what travelers think. We calculate a property's rank with a proprietary algorithm that takes into account traveler reviews, guidebook entries, newspaper articles and other web content. Because it is proprietary, we cannot provide further detail about our algorithm.

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    2. How do I get to be #1 in my city? You can just put me there, right (wink, wink)?

      It's natural to want to increase your ranking. However, you have to earn a higher ranking - we can't just give it to you. Here are some ideas for improving your ranking:
      - Feel free to encourage guests to write traveler reviews once they return home. (See info above (under How do I get more reviews? - incentives are not allowed.)
      - Send us any web articles about your hotel that are not currently listed.
      Of course, the best way to increase your rank is through superior customer service! Typically when owners use TripAdvisor as a means to obtain both positive feedback AND tips on how they could improve, future reviews tend to be positive. Everyone likes to see property owners involved in the process of improvement, and this is a good way to garner more positive reviews from your guests. A guest is more likely to give a 5 to a review even if there were negatives during the stay if the managers and staff were attentive to them. Customer service goes a long way toward inspiring guests to write a review on TripAdvisor!

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    3. If I advertise on TripAdvisor, will this increase my ranking?

      No, it will not. The ranking can only be improved over time with more current and favorable reviews and web articles.

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    4. But XYZ Travel Guide said I was the best hotel in Smallville! And we got a glowing review in the local paper! Doesn't that count?

      Unless an article or guidebook entry is published online, we can't incorporate it into our algorithm and even if it is posted online, it is just one of the elements that contribute to the popularity index rating. In addition, we cannot post links to: travel reservations websites; your own website; paid-access web pages; web pages with adult content; web pages with no unique, permanent URL; web pages with no permanent content (such as the front page of an online news source).

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    And all the rest of it...

    1. There's a great review of my B&B online… but it's in French. Can you post it?
    2. How come you're showing links to book with my competitors on my property's listing page?
    3. Can you put up my own special offers in that space?
    4. I'm in a hurry. Who should I call to get my issue taken care of quickly?
    5. I still have questions. How do I reach you?

    1. There's a great review of my B&B online… but it's in French. Can you post it?

      At this time, we are only posting articles written in English, but we would be happy to receive URLs for articles in other languages. We are working very hard on our international sites and will post them when we can.

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    2. Why are you showing links to book with my competitors on my property's listing page?

      We have partnerships with many booking sites and run their advertisements as sponsored links on our pages. If you do not have a relationship with them, they may choose to promote another nearby property. We recommend that you contact these sites directly if you wish to become bookable through them.

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    3. Can you put up my own special offers in that space?

      Sorry, we can't post individual hotel deals at this time. We also can't post the URL of your own website. We recommend that you work with one of our partners and if you're a member of a chain, encourage your parent company to establish a relationship with us.

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    4. I'm in a hurry. Who should I call to get my issue taken care of quickly?

      5. We know your instinct is to call, but TripAdvisor responds to e-mails most quickly. Please take the time to send us the details of your concern in an e-mail

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    5. I still have questions. How do I reach you?

      6. The best way to reach us is via e-mail. You will get the fastest response if you contact us this way.

      If e-mail is not an option, here is alternate contact information:
      Phone: 781-444 -1113 ext. 501
      Fax: 781-444-2003

      Snail mail: TripAdvisor LLC
      Hotel Relations Team
      464 Hillside Ave.
      Suite 304
      Needham, MA 02494
      USA

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