Bad online travel reviews: their effects and how to react

This week a small tourism business belonging to a friend of mine suffered its first inevitable bad review on a particular well-known travellers’ website (cough cough, Tripadvisor, cough). I say “inevitable” not because of any ongoing bad service—indeed they run a very good operation—but because ultimately 99.9% of tourism businesses are going to one day find themselves a victim of it, no matter how outstanding their behaviour. It’s just human nature. Online review sites have a notably different effect on...
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