I would like to know the experience of some members here on how to defend themselves from false reviews on Trip Advisor. I refer to high-profile cases, for example, a review done in a period of closure of the hotel or restaurant: who wrote the review could not be in the hotel or restaurant at the time.
In Italy there are many cases and the National Federation of Hotels wants the Italian Government take action ( face-protection laws ).
Trip Advisor is not very cooperative. I've had cases where we have written explaining that the review is patently false, but did not respond.
Is it necessary to take legal action? Should we report the defamation to the authorities?
I know that in UK there is a class Action for that.
Good question. Unless the review can be proven to be false (could be difficult) it may be tough to get removed.
One thing that's true in the US - letters that arrive in the office on an attorney's stationery don't get ignored. That doesn't mean that they will comply, but that a reasonably quick response would be forthcoming.