Few can doubt the impact online review platforms have on hospitality businesses. TripAdvisor, Facebook, Google Yelp!, Dimmi, Zomato the list goes on. Reviews left by the public can be glowing and effective but often times they can be scathing, rude and down right aggressive.

If you own or manage a hospitality business and have experienced the latter, do you know your rights when it comes to removing reviews of this nature straight off your profile? Here’s how you can find out:

Check The Website Reviews Policy.

Each of the mentioned review platforms will have a review policy listed on their website that postings must comply with. Dimmi’s, for example, have a review policy that can be accessed at https://www.dimmi.com.au/links/reviews-policy

One guideline that is breached in many posts we see is that ‘All reasons should accompany any review’.

Let’s say a reviewer, BurntSteak87 (for the sake of the example) is on this platform has given you a 1 out of 10 and the comment reasoning was simply: “Won’t be returning” BurntSteak87 hasn’t provided a shred of reasoning in relation to the score, meaning this review does not comply with their guidelines and shouldn’t have been published in the first place.

The Bad News: This review was live which means it might well have deterred a few would-be punters

The Good News: This review does not comply with their review guidelines! Take action to delete BurntSteak87 into the cyber abyss!

"This is an inappropriate and prejudicial comment that has no place on a respectable review platform or society!"

Allow Me

What Can & Can’t Be Said About My Venue?

“Half of the staff can’t speak one full English sentence!” (Actual Review)

The guidelines put forward by companies such as Dimmi encompass some societal norms such as “we reserve the right not to publish any material that encourages or could encourage prejudice against any person or group on the basis of race, sexual preference, gender, nationality, religion, physical or mental disability, ethnic background, age, occupational status or political beliefs”.

This is an inappropriate and prejudicial comment that has no place on a respectable review platform or society!

What Else Can I Do?

If you have reached a dead end in understanding where you stand with relation to what is being said about you then get in touch with the platform in question.

Dimmi’s website states that “reviews are checked prior to publishing, however, if you still feel a review contains inappropriate or offensive content, please email us at admin@dimmi.com.au with the details of the review in question and we will recheck it.

Above all else, trying to understand if there is any truth in the negative feedback is always a valuable option. One way to do this is through a qualified health check of your business operations via a mystery dining program.

These are anonymous, unbiased, qualified, vetted and intelligent individuals who deliver critique to identify issues in your business before they become social manifestations spawned by individuals like BurntSteak87.

Get in touch to find out more:

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