Duncan Bannatyne's robust response to a negative review regarding one of his hotels posted on TripAdvisor has received widespread support from the industry.
The owner of four hotels and Dragons' Den star writes in this week's Caterer Viewpoint that he is "well placed to lead the campaign for more protection against the perils of TripAdvisor" following the unfavourable review concerning his four-star, 27-bedroom Charlton House Spa hotel in Shepton Mallet, Somerset.
While Bannatyne said he had no issue with views that give a guest's opinion about a hotel, he claimed TripAdvisor was obstructing his right to reply to factual inaccuracies.
Meanwhile, Louis Naudi, owner of the three-star, 28-bedroom Royal Sportsman hotel in Porthmadog, Gwynedd, said that a campaign by Bannatyne against TripAdvisor's unsatisfactory handling of malicious and inaccurate reviews was not necessarily the most effective means of tackling the problem.
"I would prefer to see Duncan tie up with Chris Emmins at KwikChex, whose organisation for the past few months has been collecting case studies (of which I am one) and other evidence and is preparing to sue TripAdvisor in a mass action," he said.
Excerpts from: www.caterersearch.com
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