Australia’s largest hospitality group Meriton has been slapped with a hefty fine for a concerted attempt to prevent negative reviews on TripAdvisor.
The Australian Competition and Consumer Commission imposed a A$3 million fine on the company.
It relates to TripAdvisor’s ‘review express’ service where guests are sent an email asking them to review their stay.
The customer email addresses are supplied by the individual property but Meriton staff allegedly deliberately sent TripAdvisor the wrong emails for customers who would potentially give a negative review.
Staff were directed to do this by Meriton management, according to ACCC commissioner Sarah Court.
"This gave the impression Meriton accommodation was of a higher standard than otherwise may have been the case," Court said.
"Manipulating these reviews is misleading to potential customers."
Meriton offers a large portfolio of more than 4,000 serviced apartments across Australia.
The company was ordered to pay A$3 million by the federal court and must conduct training of staff.
