How Tripadvisor Review Guidelines are Changing in Response to COVID-19
We’re Here to Help
The COVID-19 pandemic is impacting the travel and hospitality sector in immediate and far-reaching ways. We know many business owners are trying to decide how best to navigate these unprecedented challenges, and we share your concerns.
Please read more about the resources we are introducing for owners here.
Why is My Business Still Receiving Reviews?
We know that many restaurants have seen a significant decrease in customers, or have had to close their doors altogether, as a result of the global pandemic. Even if your business has temporarily closed or switched to a delivery-only service, your customers can continue to submit reviews of their guest experience at or with your business, as long as that experience took place within the twelve months prior to submission. You will also be able to submit Management Responses for those reviews — which allow you to share updates about the latest conditions at your restaurant.
We believe now more than ever it is important to provide a platform for customers to share their experiences and for businesses to be able to share their responses about what’s happening on the ground. Reviews and their accompanying responses provide transparency, create a level-playing field for businesses large and small, and can serve as an incredibly powerful marketing tool for restaurateurs who consistently deliver great value and high standards of service.
During this period, we will continue to utilize our 20+ years’ experience in moderating reviews. Our system and moderation processes remain fully operational, even as our teams work remotely.
All review submissions are checked by our review analysis system, and any problematic content is being routed to our team of content specialists for further investigation, as per our normal processes. You can read more about our review analysis system here.
How Review Guidelines are Changing
We are introducing a number of adjustments to our review guidelines and moderation procedures in light of the COVID-19 outbreak. These changes are aimed at ensuring our members use the Tripadvisor platform responsibly:
- We will remove any content that encourages people to ignore government guidelines or restrictions
- We will remove any content that discourages people from seeking medical assistance or testing, or promotes dubious medical advice or misinformation
- We will remove any review that criticizes an individual business for being closed at this time
- We are banning racially insensitive content that refers to the COVID-19 virus as the ‘Chinese virus’ or ‘Wuhan virus’. Such references are unnecessarily divisive during what is a global pandemic that requires united action from all nations and people, and any reviews or forum posts using such terminology will be removed. Reviews naming the virus must use official World Health Organization terminology (such as Coronavirus, or COVID-19).
In line with our existing posting guidelines, reviews that only describe the delivery itself, rather than the food or business that provided it, will not be allowed. If your business has received such a review, you can report it to our team of content specialists by using the Management Center.