We had a malicious and misleading review from someone who stayed at our B&B. I read on...

GetHuman1467815's customer service issue with TripAdvisor from November 2018

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We had a malicious and misleading review from someone who stayed at our B&B. I read on TripAdvisor that malicious and misleading reviews can be disputed.I sent a dispute to TripAdvisor (*********) although I am not sure if it was under the correct heading. I had to do this on my phone while I was in Australia. Very quickly I received a response back to say that they are not in a position to look at factual disputes and wouldn't be removing the review. This is not right. This review is defamation of our home and business and our lawyer agrees. How do we get a * on facebook, a * on TripAdvisor, a * on Google, a ** award from HotelsCombined and rate highly on Booking.com if we are what this review says? We have been given a Certificate of Excellence from TripAdvsior and an award from Booking.com and we take our reviews personally. We are not a hotel, we are a two room, mainly seasonal B&B and this is our home. I have never seen a B&B get a * and it is very hurtful to us, especially as what this person said is not true. **As member of the New Zealand B&B Association we have standards that must be met. I have never seen a member get a * on TripAdvisor - this is damaging to us. We have just had an assessment from the Association and came out with no negatives. This is not an easy assessment process so we take pride in that.**Nicholas Daly and his wife walked into our 'home' unannounced and through the wrong entrance, they were having a disagreement which was off putting but I greeted them warmly as I do all our guests. I showed them their room and clearly showed them the bodywash, which we have and must have as part of the Association. We explained that while we do not provide the 'little plastic containers' of shampoo and conditioner, we do have it if they require it. In the three seasons we have been open we have had only one person ask us for shampoo as most people, like me, have their own. The Great Pacific Garbage Patch which ranges in size from ***,*** sqm to **,***,** sqm makes us very aware of the needless use of endless plastic. Most of our guests are very impressed with this. And, the bodywash and handwash we do use is an expensive brand and one we use ourselves so as for it not cleaning - rubbish! Also, we are not an 'eco' house but do have eco features, just another lie he told. **While Mr Daly was in our home he did not engage with me at all. I offered to make a dinner booking for him and gave him suggestions and was told quite clearly that they would do their own thing. When someone does this, we do not like to interfere. He and his wife enjoyed their cooked to order breakfasts and said so and his wife commented on how much she enjoyed the home made marmalade. I tried to talk to him at breakfast but he spent the whole time looking at his phone.**I was on my way to Perth to see my daughter when they checked out and my husband had to take unpaid time off work to provide breakfast for them and stay until they checked out. He told me that they said they had enjoyed their stay and so he is puzzled and very offended by the review too. At no time when I was there or before they checked out did they mention one thing they were not happy about. Is this not the time to say something? Getting this review when I was in Australia to celebrate my **nd birthday and my daughter's **th was awful and caused me sleepless nights and a deterioration in my health - just made what was supposed to be a special time stressful.**He complained on his review that we were miles from anywhere, well we are not. Saying that makes us seem that we are in some isolated spot - we are not! We are in a rural sub-division so why did he book with us? To book somewhere and then complain about where it is situated is just ridiculous. We are * km or * miles from lots of wonderful restaurants and closer to some amazing wineries. When I was in Perth I had to go further than that to eat out.**This review is just so full of lies and it has damaged our business. I see he didn't put on any photos to back up his claims. When I was in Australia, I went on a wine tour and the host said that they had a review removed from TripAdvisor where the person had told lies.**Being subjective is one thing, being malicious and defamatory is another. Why should I be made to defend myself against lies by responding to this review? If TripAdvisor requires a letter from our lawyer, then we will obtain this. This review needs to be removed.**I would like to speak to someone from TripAdvisor but how do I do this without paying a toll call?
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TripAdvisor

Customer service issue
Reported by GetHuman1467815
Nov 1st, 2018 - a mon ago
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GetHuman1467815 started working on this issue
Nov 1st 11:13pm