Posting customer reviews on a travel site is often a double-edged sword. The information can help other travelers make a more informed decision — but it could also upset the airlines, cruise lines and hotels the online travel agency works with. At least one customer thinks agencies have quietly decided that if a review could potentially damage the relationship with a supplier, it gets zapped (a belief that many other travelers share).
Here’s what happened when Bob Ledford had a less-than-pleasant experience with a hotel he bought through Expedia:
I booked a stay at an all-inclusive hotel in Cancun called The Royal. We paid extra specifically for a corner suite which, according to advertising on the resort’s site and Expedia, entitled me to a “two sided ocean view” and an “assigned” beach cabana.
When we arrived, our second side view was of the rooftop of another hotel. The assigned cabanas have been non-existent for over a year. All guests must battle it out for a cabana, first come first serve.
When I complained to the general manager he was unsympathetic and would not refund the difference in price between the next lower-priced room that did not offer these two features and what we paid. They have been unresponsive to me and Expedia, which is attempting to intervene.
Then Ledford tried to post a comment about his experience on Expedia.
Expedia flatly refused to post my review. I have followed their rules, but they have repeatedly told me they won’t post it because I’m not following the rules. They will not tell me which rule I didn’t follow.
I firmly believe Expedia has a policy to not post unflattering reviews of properties they represent. I know for a fact from other sites that others who rented my same class of room ran into the exact same set of lies and refusal to address the grievance and none are posted on Expedia.
So is Expedia censoring negative reviews?
I asked the online agency. Here’s what Katie Deines, my company contact, had to say about Ledford’s question.
Due to the nature of the information he provided regarding inaccuracy on the hotel infosite (the information pages with detailed information about each ESR hotel we offer), his review was temporarily declined so that we could verify the information he provided and make necessary changes to infosite. His review was in queue for approval but has been expedited and should be up on the site.
Here’s the review:
We paid up for a corner suite which direct advertising said came with an “assigned cabana” and a two-sided ocean view. They no longer have assigned cabanas on the beach, our second sided view was of air conditioning units.
When we asked about getting some relief on the promises not kept, the management staff completely disregarded our issues. If you check posts on other websites you’ll see this as a recurring theme. The rooms were great. Beds out of this world. Food ok… just ok… beach eroding but plenty big enough. beautiful place. Just beware about paying up for specific things that appeal to you because in our case we bought the bill of goods and were sorely disappointed.
Have traveled extensively… have never been treated more rudely by management. again, staff was great.. management not.
So apparently Expedia doesn’t censor comments — it’s just very careful about what it posts.
Incidentally, the full resolution to this case will appear in a future Travel Troubleshooter column. (My thanks to Expedia for its help in resolving this.)
✓ Get the latest travel news, tips and commentary from Elliott’s E-Mail, the subversive newsletter from industry gadfly Christopher Elliott. You’ll travel like a pro. Sign up here. It’s free.
Sign up for my 
{ 9 comments… read them below or add one }
Here is another example of a customer complaininf about the same: http://ed.gatzke.googlepages.com/expediasucks
Besides, they tried to scam me once: read my case and hundreds more at: http://www.expedianews.com
I offer you before complete details about my case with plenty of evidence of EXPEDIA’s tricks they used when they tried to scam me. Why are you not interested in my case?
Without being disrespectul, I think as “ombudsman” you are somehow favouring EXPEDIA in this articles. In this case at the end of the article you wrote “So apparently Expedia doesn’t censor comments — it’s just very careful about what it posts.”
You now have acces to hundreds (maybe thousands) of complaints from unhappy expedia’s customers at http://www.expedianews.com .
DO you really think EXPEDIA is honest?
Kind Regards
I’ve had several negative reviews posted on Expedia, most within a few days. I think this is just the usual internet-based outrage mixed with a bit of paranoia, maybe with a bit of anti-Microsoft bias thrown in. Relax. Perhaps you need a vacation. ;)
And you believed Expedia, and give them credit for “resolving this”, without actually *seeing* the review posted? Exactly how much are they paying you, Mr. Elliott?
As the Russian proverb says, trust but verify.
http://www.expedia.com/pub/agent.dll?&&qscr=dspv&htid=1635542&crti=7&hotel-reviews&zz=1201270453599&
Yes, I did check … and no, Expedia isn’t paying me a dime.
But I will give you this: I find the fact that almost all of the reviews of The Royal are overwhelmingly positive to be a little suspicious. I can’t imagine this guy was the only person who had a negative experience at the resort. Where are the other reviews?
Dear Mr Elliot. Thanks for posting my comment. It seems you are the only one that EXPEDIA answer. I tried to contact EXPEDIA’s CEOs using the addresses you once posted in one of your articles but they simply ignored me (read the letter I sent to them: http://www.victimsofexpedia.com/CEO.htm ). Would you please be so kind to ask EXPEDIA about my case (Case ID: [REQ:21826350]). That was the case ID # expedia gave me when they tried to scam me. Honestly, I don’t expect they would do anything except continuing to hide . But It will be good to know what EXPEDIA tells YOU about this case. Will they deny? Will they accept that they failed to arrange my trip and later lied to fraudulently try to keep 1254.95 U$D? If they do, what EXPEDIA is going to do to solve this case? I think as an “ombudsman” and considering the trust people have on you, you are in a position to help other travelers to avoid being scammed as I was .
Chris, I find this piece very interesting, nice to see something written on Expedia reviews…
I’m a Caribbean hotelier who spends way too much time on social media sites (or so my wife tells me!). Heck, I’ve been on bulletin boards since pre WWW days. You know, when you needed dial up and a deluxe pocket protector for access… and probably glasses fixed across the bridge with duct tape for good measure !
I guess I therefore know the ins and outs and rules on how to behave on such sites, as TripAdvisor made me their local expert for my destination, so I guess they think I am fair and balanced.
Spending time on TripAdvisor, it is clear that some reviews on there are, well.. we know the exposes that have been written.
I then heard from Expedia some time ago that they validate all reviews to ensure that they were actually written by a guest who did stay at the property on an Expedia reservation… but was surprised that they don’t make more out of the fact that they, unlike TripAdvisor, ensure that the reviewer was actually a guest when they said they were. Then again, Expedia and TripAdvisor are sister companies :)
Now, my resort has a relationship with Expedia going back years, and I can confirm that they are VERY careful about everything on their site, far more than some other sites.
However, my own view of this (I guess I am an “informed insider”!) is that they are very careful to ensure accuracy.
For example, how many consumers know that Expedia has their own copy writing team who physically visit all their properties and write the descriptions of the properties themselves, rather than allowing hotels and resorts to write their own descriptions.
As a hotelier, if you don’t agree with what they’ve written or how they’ve described your property, you have to argue really hard (and often without success!) to get them to change it.
My bottom line is that information on hotels and resorts on Expedia is typically VERY accurate and credible.
As to negative reviews… I’ve seen many on Expedia, including one or two for my own resort….so they are there…..
Now, in closing, some differences between Expedia and TripAdvisor on reviews :
a) TripAdvisor it would appear doesn’t qualify reviews where guests state information on hotels and resorts that is just plain factually wrong (as opposed to simply being an opinion), whereas I rarely see such errors in Expedia reviews, but
b) TripAdvisor does allow management responses to reviews… and as a resort manager, I don’t respond to opinions, as readers can make their own mind up on such reviews… but where something is factually wrong, I reply.
In other words, I’m guessing that Expedia won’t post a review with inaccurate facts in it, but if the review is negative (on opinons) and factually accurate, it gets posted.
BTW, I’m going to send this link to the folk I know in Expedia and ask them to contact you too…
Do YOU post comments critical of your site? I posted one last night and it’s not here.
Talk about hypocrisy…
Tomcat, I post every comment I get — even the critical ones. However, I have a spam guard that often weeds out posts with inappropriate language. Your post may have gotten stuck in the filter. My apologies.
I am Bob Ledford, the original poster of the issue that arose. I can say without any question that I did stay at the Royal and what is posted is true. I can also say that Expedia is representing a hotel that is specifically selling the two points I showcased when they, in fact, are not being provided. The corner room I and several others were in had a second sided view that was of another hotel (not a pretty hotel either) and suite assigned cabanas do not exist. Period. They hotel advertises both of these things as part of your upgrade to the level of suite I paid for.
I attempted to have my review put on Expedia’s site 6 times. 6 !!! I followed their rules. They kicked it back every time listing four rules I had to follow. I followed those rules. Period. They did not post my review until Mr. Elliott contacted them. Then suddenly here comes a refund and my review is posted.
Expedia can say what they want. I don’t buy that anything was on temporary hold. They flatly rejected my posts and would not answer my direct questions as to why until Mr. Elliott contacted them.
That is my story. I am disappointed that Expedia still represents this hotel. I am disappointed that Expedia would not post my review without intervention. I am PLEASED that Mr. Elliott intervened and I am PLEASED that Expedia refunded the difference between my suite and the next class lower as compensation.
The hotel still will not talk to me. Their management is beyond reproach and if you look on Tripadvisor you will see a guy who took pictures of the second sided view. It will blow you away..