How to increase your hotel's visibility on Expedia
March 31, 2025
How to increase visibility on Tripadvisor?
April 4, 2025
Picture this scene: after months of hard work to provide your guests with an unforgettable experience, you are confronted with a negative review on Expedia or Tripadvisor. Not only is it unfair, but it's full of false claims that risk damaging your hotel's reputation. What do you do? Panic? Ignore the problem? No, take action. Because negative reviews, especially false or defamatory ones, should not have the last word.
In this article, I will walk you through the most effective legal strategies to defend yourself against negative reviews. It's not just about removing them, but understanding when and how to take action to protect your business. We'll talk about removal requests, legal action, mediation and more. Ready to take back control of your online reputation? Let's get started.
1. The first step: request removal of the review from the platform
When you come across a defamatory review, your first instinct might be to respond immediately. But before doing so, it is important to consider whether the review violates the guidelines of the platform on which it was posted. Many platforms, such as Expedia, Google and Tripadvisor, have clear policies prohibiting false, defamatory or offensive content.
How to make a removal request
Start by contacting the platform's customer service department. Explain clearly and professionally why the review should be removed, attaching any evidence to support your request. For example, if the review contains false claims or offensive language, highlight it in detail.
If you are registered on tools such as Expedia Partner Central, you can use the built-in features to report inappropriate reviews. Remember: a well-structured request increases the chances of success.
Sample application:
"Dear [Platform Name], the review [Review ID] contains false and offensive statements that violate your guidelines. We attach evidence to support our request for removal. Please assess the situation and act accordingly."
If you need a detailed guide on how to remove reviews on specific platforms, you will find dedicated articles on Expedia, Google, Tripadvisor and Booking.com on our blog.
2. Mediation and conciliation: an amicable solution
Before taking formal legal action, it is often mandatory to attempt mediation to resolve the dispute amicably.
Mandatory mediation
In Italy, before initiating legal action for defamation in print or online, it is mandatory to attempt a mediation process. This process can avoid the cost and time-consuming nature of a court trial. How does it work? Your trusted attorney will refer you to a specific mediation body, which is responsible for facilitating dialogue between the parties and finding an agreement. You will not be able to initiate legal action without trying the mediation route.
Legal warning
If the review is blatantly defamatory, you can send a legal cease and desist notice to the author or platform, requesting removal of the content. The cease and desist notice can be an important step in deterring the author from further negative action. The legal warning is not mandatory and is different from legal action (read the section below). You can decide to initiate it before, after, or at the same time as mediation.
3. When and how to take legal action
If the platform does not remove the review and it is particularly serious, it may be time to consider legal action. But what are the options available?
Defamation: when words hurt
Defamation occurs when a review contains false and offensive statements that damage the reputation of your hotel. In Italy, defamation is a criminal offense punishable by fines or, in serious cases, imprisonment.
What you can do. You can file a lawsuit with the appropriate authorities within three months of discovering the review. A trained lawyer can help you identify the author of the review (even if it is anonymous) and gather the evidence needed for the lawsuit.
Civil action for damages
In addition to criminal defamation, you can take civil action to claim damages. This includes both pecuniary damages (loss of customers, reduced bookings) and non-pecuniary damages (damage to reputation).
If the platform does not take appropriate measures to remove defamatory content, it may be held liable in civil court.
Unfair competition: when a competitor is the problem
In some cases, negative reviews can be part of an unfair competition strategy. If you suspect that a competitor is using fake reviews to harm your business, you can take action under Article 2598 of the Italian Civil Code.
What you can do. Seek compensation for the damage suffered and demand a cessation of unfair practices.
4. The Importance of Specialized Legal Advice
Navigating the legal complexities of online reviews is not easy. That is why it is critical to consult a lawyer who specializes in digital law.
An experienced lawyer can assess whether the review is defamatory and whether there is sufficient evidence to proceed legally. He or she will also help you choose the best strategy, whether mediation, civil or criminal action.
Conclusion
Defending yourself legally against negative reviews requires focus, strategy and, often, the support of a professional. Whether you choose to request removal of the review, take legal action or attempt mediation, the important thing is to act in a timely and informed manner.
Remember: a negative review is not a final condemnation. With the right tools, you can turn unfair criticism into an opportunity to demonstrate your commitment to quality and transparency. Your online reputation is a valuable asset: protect it with care!