Frequently Asked Questions About Tripadvisor for Restaurants
We've put together a comprehensive list of all of our frequently asked questions about Tripadvisor for Restaurants.
Why should I claim my Tripadvisor listing?
Claiming your Tripadvisor listing and registering as a representative of your restaurant is free and allows you access to all aspects of your Tripadvisor page including: editing business details, adding photos, responding to reviews, and more. Claim your listing by visiting the Tripadvisor Management Center. To protect your business, we may ask for a credit card to verify your identity, but this is only for verification purposes and claiming your business is always free. For full instructions on registering, read our guide.
How do I manage my Tripadvisor listing and make it more attractive to visitors?
Once you’ve registered, you can manage all aspects of your Tripadvisor listing in the Management Center. The Management Center is available on both desktop and our mobile app. Simply download the latest Tripadvisor app for iOS or Android and use your phone to respond to reviews, answer questions from potential diners and manage many of your Tripadvisor Premium features. Learn more about the mobile Management Center here.
How do I update my restaurant's listing details?
All of your business’s listing details can be updated in the Management Center. To access this page, head to the Profile menu at the top of the page and click Manage Listing. Here, you can update information on your business including: general information like your name, contact details, your location, hours of operation, cuisine, pricing information, and more.
My restaurant is under new ownership. How do I update my Tripadvisor listing?
To process an ownership change for your listing - and to remove photos and reviews collected under the previous ownership - we require official proof that ownership has been transferred. For full instructions on reporting an ownership change, including the official documents you’ll need to include, visit our Tripadvisor Help Center.
How does the Popularity Ranking algorithm work?
The Popularity Ranking is based on the quality, recency and quantity of reviews that a restaurant receives from diners – and the consistency of those reviews over time. Get more information on the Tripadvisor Popularity Ranking, including how to improve, here.
Why should I respond to reviews?
It’s not mandatory to respond to reviews and Management Responses do not impact your Tripadvisor Popularity Ranking directly. However, responding to reviews does make a strong impression on past, present, and future diners and demonstrates that you accept feedback and take customer service seriously.
To respond to reviews, visit the Reviews menu at the top of the Management Center and click Respond to Reviews. Learn tips, tricks and best practices on responding to reviews here.
How do I dispute a review?
We have technology in place, as well as a team of moderators, that moderate reviews. But no system is perfect, and occasionally, an inappropriate review may slip through the cracks. In these rare instances, please report the material to us and help maintain the high quality of the content of our site.
Before you dispute a review it’s important to understand the three circumstances where a review may be removed from your listing:
- If it posted on the wrong property
- If it violates our Tripadvisor review guidelines. For example: we don't allow individuals or entities who own or are affiliated with a property to publish reviews of their business or competing establishments, we don't allow blackmail (see below), and we don't allow reviews resulting from an incentive.
- If the review’s author requests that it be removed
If you would like to report an inappropriate review for a property you own or manage, we encourage you to register and verify your identity as a business representative and then report the review through your Management Center by clicking on the Reviews menu and clicking Report a Review. Please share as much detail as you can. Reporting a review through your Management Center will trigger updates to you on the status of your report where simply flagging the review through your listing page will not.
If a reported review violates Tripadvisor’s review guidelines or we determine there is something improper about it, we will remove the review. However, simply disagreeing with the content of the review is not sufficient to justify removing the review. If you’ve reported a review and it was not removed, read here to understand why it was left up and what you can do next.
How do you catch fraudulent reviews?
Tripadvisor uses both technology and a large team of people to ensure reviews adhere to our review guidelines. Every single Tripadvisor review goes through our tracking system before it is published.
This system maps the how, what, where and when of each review. When the system spots something suspicious about a review, or a pattern of reviews, it automatically alerts our team of specialists. They then investigate those reviews and determine whether or not they meet our guidelines using industry-leading fraud detection technology.
Our team also investigates reports submitted by business representatives and travelers who have a dispute about a review. To learn more about how Tripadvisor moderates traveler reviews, watch our Journey of a Review video.
Our fraud policy exists for your protection and to help ensure the accuracy and usefulness of the reviews on Tripadvisor and violation of our fraud policy could lead to a penalty affecting a property’s popularity ranking. Examples of activities that might incur a penalty include: writing a review for your own property, asking friends or relatives to write positive reviews of your business, offering incentives such as discounts, upgrades or special treatment in exchange for reviews, or hiring a third party organization or individual to submit fake reviews on your behalf. Please review the full list of activities which could result in a penalty by reviewing our policies here.
What about diners that try to blackmail me?
Occasionally we hear from owners of potential "blackmail" – when a guest threatens to write a negative review unless a demand for a refund, upgrade or other benefit is met. This activity is strictly against our guidelines and may also be illegal in many locations. It is important that you report any such threats to Tripadvisor immediately, before a review might be submitted.
The process for reporting the threat of potential blackmail reviews is simple. First, log into your Tripadvisor Management Center. In the top menu under "Reviews," click "Report a Review." In the "Please tell us what the issue is" section, select "Report fraud" and then from the "What do you want to do?" menu, select "Report blackmail threat." Additional information about policies and procedures regarding blackmail may be found here.
Can I pay or offer incentives to get reviews from customers?
No. You are welcome to encourage diners to submit reviews. However, no one affiliated with your restaurant can offer incentives, discounts, or special treatment on current or future visits in exchange for reviews. Any attempts to do so is subject to penalty.
You can, however, use our free Review Express service, which helps you to collect more reviews and request feedback from your clients. You can also ask diners to share their review by including a review reminder card with their check. Visit the "Free Tools" section of your Management Center to create your own set of personalized cards.
Do people pay to rank higher in the Tripadvisor popularity ranking?
No. Commercial relationships, including subscriptions such as Tripadvisor Premium, never affect a business’s standing in the Popularity Ranking. The ranking is solely based on the reviews of customers, nothing else.
Why does a restaurant from a town nearby appear in the list of restaurants in my town?
In order to provide users with a full list of restaurants near them, there are times when we include restaurants in nearby geographies. Users are able to change this default list at any point and revert to only seeing restaurants in the geography they are in. However, for many potential diners, providing a larger list of qualified restaurants allows them to explore their options so they can choose the one that best fits what they’re looking for.
Where can I order stickers and other promotional items?
Promotional items, including stickers, business cards, and magnets, are all available in the Management Center. To order items, navigate to the Free Tools menu at the top of the page and click Promotional Tools. Don’t forget to share images of the promotional items in use at your restaurant on social media with the hashtag #OnTripadvisor!
How do I qualify for a Certificate of Excellence?
All restaurants worldwide are automatically considered for a Certificate of Excellence. Those that are chosen to receive this recognition have consistently achieved great traveler reviews on Tripadvisor. Read here for answers to the most frequently asked questions about the Certificate of Excellence.
How do I get a reservation button on my Tripadvisor listing?
Allow diners to make reservations directly from your Tripadvisor listing by registering with TheFork or in the U.S. with Open Table. Sign up with either partner and a "Reserve" button will automatically be added to your Tripadvisor listing so you can begin converting visitors to your page into customers! If your business is not in the US or in a market served by TheFork, please call us.
Where do I go if I have more questions?
As a registered property representative, there are a few great resources available to you via the Resources menu at the top of the Management Center. These include:
- The Help Center: Get answers to all of your technical questions, including those on Tripadvisor guidelines, site features, account settings, and more.
- Tripadvisor Restaurants: Get tips and best practices on managing your Tripadvisor listing and making the most out of your Tripadvisor Premium subscription.
- The Owners Forum: Browse, ask, and answer questions to the larger Tripadvisor community.
- Owner Support: Can’t find the answer you’re looking for? Submit a ticket to our Customer Support team using our Owner Support tool.
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Last Updated: 12 June 2018