Is IHG surpressing negative reviews on its website?

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• Frank Hoyle says:

  29 Apr29 April 20:50

  I left a negative review for an IHG hotel and it was rejected twice a being not relevant to the hotel. I edited to be a little kinder. Same result.

• Craig Vassie says:

  30 Apr30 April 11:57

  They always weed out negative reviews. its been going on ever since they offered the opportunity to leave a review!

• lostantipod says:

  30 Apr30 April 16:36

  My most recent review of an IHG property in London has posted: I had some gripes , rated the property a 3 overall (staff got a 2 from me but other aspects got 5). So clearly not all reviews with negative comments are being removed.

• Brasov says:

  1 May1 May 01:36

  Surpressing?

• Alex says:

  1 May1 May 10:34

  Without any prejudice – positive or negative – towards IHG, I think that the problem with negative reviews is that they are not always adequate and fair. People often write them in anger and one hiccup of a stay could make them rank the hotel with 1 or 2, even if other aspects of their experience were ok. This often happens with TripAdvisor and other similar ‘independent’ review websites. I remember when someone on TA gave a five star property (non-IHG) 1 point because a toy vending machine in the lobby was broken and his child was unhappy about that. Fair? Obviously not.

  So, perhaps, the IHG customer experience team rightfully tries to reach out to dissatisfied customers to address their concerns first and not simply publish their reviews? At the end of the day, this is the job of a customer service, no? And after the matter is settled, the customers who used their reviews just to flag their problem, would no longer need to get it published or would like to amend it.

• Andrew says:

  1 May1 May 22:09

  I really don’t like or trust 1* reviews.

  Every time I read one, I can’t help but wonder why the guest wasn’t more assertive at the time of the stay (in a major brand hotel) and what they are hoping to achieve with the review.

  Many times, over the years, I’ve found myself standing at reception asking the staff for a vacuum cleaner and cleaning materials in order I can clean the room properly – on each occasion, I’ve found myself enjoying a few drinks at the bar whilst a member of staff does what should have been done after the last check-out.

• Talay says:

  1 May1 May 22:54

  As a fairly litigious sort of person, I believe I would probably sue if I had evidence a hotel chain was deleting poor reviews and thus displaying a biased appraisal of their property which directly enticed me to book to stay with them.

  Probably only a money claim (MCOL) in the UK but I’d relish them attempting to conjour up a response to get out of jail without letting the cat out of the bag.

  If we don’t fight back, they’ll do it every time.

• Wobbly Wings says:

  2 May2 May 14:26

  A coupe of mildly negative reviews I left a couple of years ago never made it to IHG. All positive reviews were posted. I stopped contributing and do not much trust the reviews on the site. It’s probably true that anything under 4 should be seen as suspicious.

  They are a PR exercise and a way to try and contrast TA (which has lots of problems itself). It’s their site – they can do what they like and they are under no obligation at all to post what the users submit.

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