TripAdvisoritis - the publican's disease

By Ray Thompson

- Last updated on GMT

Thompson (centre, left): 'TripAdvisor should be a good thing'
Thompson (centre, left): 'TripAdvisor should be a good thing'

Related tags: Tripadvisor, Public house

I would like to tell you a story of a medical problem mostly suffered by publicans.

It is initially difficult to diagnose.

It starts when you buy a pub. You hit the ground running and then, bang, you hear something in the background, a strange look or a silence when walking pass a regular...TripAdvisoritis - not medically recognised as yet, but in time, I am sure it could be a cause of anxiousness, sleepless nights even OCD.

We get up in the morning and first thing we do is check TripAdvisor.

Before we go to work, look again, just in case some low-life has given us a bad review. Lunch service over - I’ll just check again. Before I go back, have a look, oh no, it’s got to be a rival pub, hasn’t it?

Go back downstairs back to work - it's midnight now - let’s have another read. Yes, definitely a rival, but who? 5.00am, wide awake, I’ll complain to TripAdvisor that it’s a rival, or was it that idiot last week?

Sound familiar? We have all been there, but then you read the press; TripAdvisor arrogantly denies damaging pubs and even send out certificates trying to pretend to be on the side of those that do the hard work.

I have - after much research - found a cure. It is initially very difficult, like stopping smoking or Dry January. All of these take an amazing amount of will power, but trust me, it will be beneficial to all of us in the long run.

Last September I started a social media course at East Riding College and gave up 12 weeks, two hours per week.

We all know that Facebook doesn’t charge for going online, so how does it make money? It has advertisements, every time we click on, they profit.

There are about 50,000 pubs in the UK, if they all click on TripAdvisor five times a day, seven days a week, that’s around 52 million clicks a year.

Stop it! The revenue we are generating for TripAdvisor is keeping them in a healthy profit. If we stop though, they listen.

Essentially TripAdvisor should be a good thing. We used to say that if a place is no good, people will stop going, now it’s easy for competitors to “stitch up” the competition, but in my experience it rarely happens.

Make a new year’s resolution: When TripAdvisor emails you when a review is posted, check it out, copy and paste to a Word file, read it at your leisure then, on a day that you wish, check again and respond. The less you click, the more they will listen.

Happy New Year to all.     

Ray Thompson is owner of the Wrygarth Inn, Great Hatfield, Hull.

Related topics: Marketing

Related news

Show more


Only way to sanity

Posted by Julie despot,

I have dealt with the problem by never looking at trip advisor and blocking all emails to my account.
I was on the edge of a breakdown, checking 20 times a day to see if there were anymore vindictive posts by competition. They say that they will investigate reviews but they don't remove them even when they are full of lies- eg this restaurant is dirty and needs to have a deep clean- posted from abroad when we have a 5 star rating on the door!!
When my customers who don't usually review then support us by reviewing, we are told that they are not usual posting and they removed them!

Report abuse

Me Too!!

Posted by Licensee Liz,

Its nice to know that I'm not the only person alive diagnosed with Trip Advisoritus!!! It's certainly a double edged sword and has caused me many sleepless nights. However, I've learnt to respond to 99% of reviews with a positive slant and the 1% that are rubbish or malicious?? Try to ignore it, because TA will RARELY remove them!

Report abuse

Nice One Ray

Posted by Objective Observer,

There is certainly a lot of paranoia with regard to TA and other review sites.

You see pubs with lots of 5's and think are they really that good or conversely 1's & 2's and think are they really that bad.

The owner of TA once advised to ignore the good and the bad and look at the average. Seems pretty sound advice.

Report abuse