Dublin restaurant’s response to awkward customer removed by TripAdvisor
Padraic Hanley, owner of Ouzos Dublin, says he was "shocked" when the popular website emailed him about his reply during the week.
"I had an email from TripAdvisor saying I had breached their guidelines. But they weren't upset about my reply to the customer - they just didn't like that I had badmouthed TripAdvisor itself.
"They left the original review up there untouched. I'm shocked that they have removed my right to reply to a potentially damaging review of my own restaurant."
In his response to a recent poor review, Padraic stated that many serial reviewers had been "empowered by the likes of TripAdvisor" and if they simply talk to the restaurant staff rather than post a negative review, the staff "will do everything in our power to put it right, and that’s something TripAdvisor can’t do."
#tripavisor has removed our response to a review containing criticism of #ouzosdalkey No right of reply for us then!! pic.twitter.com/44OdNvuTNL
— Padraic Hanley (@BubbasDalkey) September 9, 2014
A spokesperson for TripAdvisor has explained that the response was removed as it contained hearsay.
“We do believe a business should have the right to reply to every review, which is why we allow business owners or managers to post a management response subject to our guidelines.
"One of our guidelines, which applies to both reviews and management responses, is that they must not contain second-hand information or hearsay. In this instance, the management response was removed as it did contain hearsay.
"Nevertheless, we have encouraged the management at Ouzos to resubmit their management response in line with our guidelines, which they can read here."
Padraic's original response had received him mass praise from restaurant workers and the public in general.
"We've had a huge response on our Facebook and Twitter pages to it. So many people have had similar experiences and they're delighted I stood up for myself and the industry.
"I've had letters from restaurateurs telling me they've framed it and put it in their break room to boost staff morale."
His response caught the eye of famous restaurant critic Tom Doorley, who was full of praise for the restaurant's move.
I like @OuzosDublin's response to a customer "complaint" on the awful Tripadvisor: http://t.co/LGAbksA8T9
— Tom Doorley (@tomdoorley) September 4, 2014
The food critic has defended Ouzos and condemned TripAdvisor, saying the website is "a bit like North Korea".
Remember Padraic Hanley's riposte to criticism on Tripadvisor? It has been taken down by Tripadvisor. Probably due to all our RTs.
— Tom Doorley (@tomdoorley) September 9, 2014
It seems that you're not allowed to criticise Tripadvisor on Tripadvisor. So, it's a bit like North Korea...
— Tom Doorley (@tomdoorley) September 9, 2014
Thanks to @irishexaminer you can read @OuzosDublin response that Tripadvisor has taken down: http://t.co/oSn9ech7c2 Pesky digital media!
— Tom Doorley (@tomdoorley) September 9, 2014
Of course, Tripadvisor would be upset if this were RTed: http://t.co/oSn9ech7c2 I trust you will take account of their feelings.
— Tom Doorley (@tomdoorley) September 9, 2014
You can read the complete response on our website here.
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