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One of Australia's largest hotel chains has been fined $2.2 million ($3 million AUD) for trying to prevent negative reviews on the popular TripAdvisor website.
Australia's federal court said that Meriton Property Services violated consumer law by preventing guests who had complained or may have had negative experiences from getting a "Review Express" email inviting them to review the property on TripAdvisor.
The court said that between November 2014 and October 2015, hotel workers gave TripAdvisor invalid email addresses for complaining customers so they wouldn't get the emails. If a property had a major disruption, they wouldn't submit any guests' email addresses.
"This conduct created a more positive or favourable impression of the quality and amenity of Meriton's serviced apartments, and had the effect of reducing, in the minds of consumers, awareness of the prevalence of service disruptions at Meriton's properties," Justice Mark Moshinsky wrote in the order.
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Australian hotel chain fined $2.2 million for manipulating TripAdvisor reviews
Australia's federal court said that Meriton Property Services violated consumer law by preventing guests who had complained or may have had negative experiences from getting a "Review Express" email inviting them to review the property on TripAdvisor.
The court said that between November 2014 and October 2015, hotel workers gave TripAdvisor invalid email addresses for complaining customers so they wouldn't get the emails. If a property had a major disruption, they wouldn't submit any guests' email addresses.
"This conduct created a more positive or favourable impression of the quality and amenity of Meriton's serviced apartments, and had the effect of reducing, in the minds of consumers, awareness of the prevalence of service disruptions at Meriton's properties," Justice Mark Moshinsky wrote in the order.
More at
Australian hotel chain fined $2.2 million for manipulating TripAdvisor reviews
