Comments on: Is Expedia censoring negative comments about its resorts?

By: Bob Ledford

Bob Ledford — Fri, 01 Feb 2008 01:31:06 +0000

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..

By: Christopher Elliott

Christopher Elliott — Fri, 25 Jan 2008 19:37:11 +0000

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.

By: tomcat98109

tomcat98109 — Fri, 25 Jan 2008 18:41:53 +0000

Do YOU post comments critical of your site? I posted one last night and it’s not here.

Talk about hypocrisy…

By: TomCayman

TomCayman — Fri, 25 Jan 2008 15:48:50 +0000

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…

By: John

John — Fri, 25 Jan 2008 15:41:36 +0000

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 .

By: Christopher Elliott

Christopher Elliott — Fri, 25 Jan 2008 14:16:34 +0000

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?

By: Michael Brutsch

Michael Brutsch — Fri, 25 Jan 2008 13:50:50 +0000

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?

By: Frank

Frank — Fri, 25 Jan 2008 01:19:18 +0000

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. ;)

By: John

John — Fri, 25 Jan 2008 00:08:58 +0000

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