Irish Hotel Staff Told To Fake Trip Advisor Reviews

An Irish hotel has been cautioned by global internet travel service TripAdvisor for posting fake reviews to boost its ratings.

The Clare Inn Hotel & Suites, which is part of the Lynch Hotel Group, has been given a "red badge" warning by TripAdvisor for reviews posted about its service.

The website believes individuals associated with the property, or those who hold an interest in it, interfered with traveller reviews and the hotel's popularity index.

And the site has revealed it has been forced to remove suspect reviews from other hotels within the Lynch Hotel Group following additional concerns.

TripAdvisor is the world's largest travel site, with more than 40 million visitors seeking advice on the standard of hotels each month.

It provides around 25 million reviews and opinions from people who have stayed in more than 490,000 hotels worldwide.

Any hotel caught posting a fake review, which is in violation of the 2009 EU Unfair Commercial Practices Directive, is given a "red badge" warning.

A TripAdvisor spokeswoman said the Clare Inn, in Dromoland, Co Clare, would not be removed from its site and insisted the warning was a "better punishment".

"We have reasonable cause to believe the Clare Inn has engaged in suspect fake reviews on TripAdvisor," she said. "Subsequently, a red badge has been applied to the Clare Inn pages on the site, warning all potential guests of the suspected activity.

"We have completed a thorough investigation and removed the reviews," she added.

"The Clare Inn is the only Lynch Hotel Group property to have received a red badge, although reviews have been removed from other hotels within the group."

The warning on the Clare Inn webpage insists that TripAdvisor has "reasonable cause to believe that individuals or entities associated with or having an interest in this property may have interfered with traveller reviews and/or the popularity index for this property."

Last night, there were 176 reviews of the Clare Inn on the TripAdvisor site. Eighteen reviews rated it as 'excellent', 17 as 'very good', 40 'average', 35 were 'poor' while 66 reviews rated the hotel as 'terrible'.

Correspondence obtained by RTE's Four Live, which broadcast details of the story yesterday, claimed a hotel executive emailed seven colleagues to "fake" good customer reviews.

The email, received on October 4, said there was a need for good reviews as renovation work had just begun.

"We have come up with a plan for everyone on this email only to post a review about their stay at the Clare Inn," the email read.

"You must do this from your HOME PC or internet cafe, do not use a Lynch PC or the IP address will be picked up.

"I'd rather you didn't discuss this with your team. This is not something we would normally endorse but the reviews of the Clare Inn at the moment leave us with no choice," it added.

"Please do not use hotel language or else our plan will backfire."

The email told staff to "praise value for money" at the hotel and it said different aliases had been created for everyone.

The Clare Inn refused to return calls from the Irish Independent.

The Lynch Hotel Group, which incudes the Breaffy House Hotel in Castlebar, the George Boutique and South Court Hotels in Limerick city and the Ocean Cove Hotel, Kilkee Bay, and West County Hotel in Co Clare, also refused to comment.

Trip Advisor News

TripAdvisor legal threat group reaches 300 hotels

Over 300 hotels are now involved in a potential legal action against TripAdvisor, a figure which has doubled in just four days after the initial group was first revealed.

The group is considering the action on both sides of the Atlantic Ocean after growing increasingly concerned about alleged defamatory reviews appearing on hotel pages on the user generated content-driven site.

A British reputation management service KwikChex is fronting the action on behalf of the hotels and confirmed today that over 300 had now applied to join its service, a prerequisite for getting support for any action against TripAdvisor as part of a larger group.

KwikChex CEO Chris Emmins says the company will be carrying out “some background checking” before taking on a business or submitting a grievance, “but the signs are good”.
TripAdvisor stated earlier this week that it would not comment on “threatened or pending litigation”.
The identities of the hotels in the group are currently undisclosed but the majority are believed to be located in the UK and the US, thus the reason for a dual action in both countries.
The subsequent publicity around the issue since earlier this week KwikChex and a string of articles and broadcasts due to appear in the coming days in UK and US media is expected to see an “increasing surge” of interest, Emmins claims.

A process is now in place to identify what KwikChex believes are the most serious incidences of defamation ahead of formal contact being made with TripAdvisor within days.

Emmins says:
“We have decided to present TripAdvisor with a list of the worst specific cases, plus a general call to correct certain aspects next week, together with a formal notice of action which means that we will add to the list as we clear them.”

Many hoteliers, despite TripAdvisor’s policy of allowing a hotel the right to reply, are angry because they believe comments in reviews are untrue and damaging to their business, or “legally unsubstantiated”.

Emmins has a string of additional complaints against TripAdvisor which may be incorporated into the potential legal action, including a demand to see the algorithm behind the rating system for hotels and issues around a bulletin titled Hotel Horror Stories which reproduces negative reviews of hotels and circulates to TripAdvisor members.

Hotel & Catering Review Gold Medal Awards 2010

GREGANS CASTLE HOTEL STRIKES GOLD


GREGAN’S CASTLE HOTEL, the chic country house hideaway nestled in the rugged landscape of the Burren, Co Clare, has been awarded the Irish hospitality industry’s highest accolade, the prestigious Hotel & Catering Review Gold Medal Award for Excellence 2010.

Owned and operated by husband and wife team Simon Haden and Frederieke McMurray, Gregan’s Castle won the top industry award at the 22nd Annual Hotel & Catering Review Gold Medal Awards, held in The Shelbourne Hotel, Dublin on 20 September. The country house hotel triumphed ahead of hundreds of its peers in the Irish hotel and catering industry to win the coveted Gold Medal Award for Excellence after scooping the hotly-contested Gold Medal Award for Country Houses & Guesthouses, sponsored by Laurent-Perrier, earlier in the night.

Celebrating 22 years this year, the Hotel & Catering Review Gold Medal Awards are recognised as the leading independent awards programme for the Irish hospitality industry. Competition for the awards is intense, with a record number of entries in 2010. Entrants hailed from the four corners of Ireland and underwent a rigorous assessment process conducted by the Gold Medal Awards team of 14 expert industry judges, who travelled more than 27,500 kilometres across the island this summer to search for the Ireland’s best hotels, restaurants, caterers and hotel groups.

Gold Medal Award Winners, Finalists & Sponsors


As well as the supreme award, 14 category awards were presented at the gala awards ceremony. A total of 67 businesses were nominated as finalists in this year’s Hotel & Catering Review Gold Medal Awards, including 40 new category entrants.

Gold Medal Award for Five Star Hotels, sponsored by Edward Dillon & Co

Winner:
Park Hotel Kenmare



Finalists:
- Aghadoe Heights Hotel, Killarney, Co Kerry
- Dromoland Castle Hotel, Newmarket on Fergus, Co Clare
- Fota Island Resort, Cork
- The G Hotel, Galway
- Hayfield Manor Hotel, Cork
- Park Hotel Kenmare, Co Kerry


Gold Medal Award for Four Star Hotels, sponsored by Aon Insurance

Winner:
Knockranny House Hotel



Finalists:
- The Brehon, Killarney, Co Kerry
- Cromleach Lodge, Castlebaldwin, Co Sligo
- Harvey's Point, Lough Eske, Co Donegal
- Inchydoney Island Lodge, Co Cork
- Kelly's Resort Hotel, Rosslare, Co Wexford
- Knockranny House Hotel, Westport, Co Mayo


Gold Medal Award for Three Star Hotels, sponsored by Tourism Ireland

Winner:
The Headfort Arms Hotel



Finalists:
- Bloomfield House Hotel, Mullingar, Co Westmeath
- The Blue Haven Hotel, Kinsale, Co Cork
- The Claregalway Hotel, Claregalway, Co Galway
- Downhill House Hotel, Ballina, Co Mayo
- The Headfort Arms Hotel, Kells, Co Meath
- Park Inn, Belfast


Gold Medal Award for Country Houses & Guesthouses, sponsored by Laurent-Perrier

Winner:
Gregan's Castle Hotel

Finalists:
- Gregan's Castle Hotel, Ballyvaughan, Co Clare
- Lough Inagh Lodge Hotel, Recess, Connemara, Co Galway
- Mount Falcon, Ballina, Co Mayo
- Tankardstown House, Slane, Co Meath
- Rathmullan House, Rathmullan, Co Donegal
- Wineport Lodge, Glasson, Co Westmeath


Gold Medal Award for Hotel Groups, sponsored by Ireland.com

Winner:
The Doyle Collection


Finalists:
- The Doyle Collection
- The Moran & Bewleys Hotel Group
- Tifco

Gold Medal Award for Fine Dining Restaurants, sponsored by Paul Jaboulet

Winner:
One Pico



Finalists:
- The Dining Room at Gregan's Castle, Ballyvaughan, Co Clare
- La Boheme, Waterford
- MacNean House & Restaurant, Blacklion, Co Cavan
- Moira's Restaurant at Cromleach Lodge, Castlebaldwin, Co Sligo
- Dax Restaurant, Dublin 2
- One Pico, Dublin 2


Gold Medal Award for Bistros & Brasseries, sponsored by Champagne Pannier by Classic Drinks

Winner:
First Floor Restaurant at Harvey Nichols


Finalists:
- Bijou Restaurant, Rathgar, Dublin 6
- Crackpots, Kinsale, Co Cork
- First Floor Restaurant at Harvey Nichols, Dundrum Town Centre, Dublin 16
- Louie's Bistro, Dublin 1
- Perrott's Garden Bistro, Hayfield Manor, Cork
- West at The Twelve Hotel, Barna, Co Galway


Gold Medal Award for Casual Dining, sponsored by Campari

Winner:
Wild Honey Inn

Finalists:
- Itsa 4, Sandymount, Dublin 4
- Lord Kenmare's Restaurant, Killarney, Co Kerry
- Max's Restaurant & Wine Bar, Kinsale, Co Cork
- The Morning Star, Belfast
- The Tavern Bar & Restaurant, Murrisk, Co Mayo
- Wild Honey Inn, Lisdoonvarna, Co Clare


Gold Medal Award for Ethnic Restaurants, sponsored by Cobra

Winner:
Ananda

Finalists:
- Ananda, Dundrum Town Centre, Dublin 16
- Chakra by Jaipur, Greystones, Co Wicklow
- Chameleon Restaurant, Temple Bar, Dublin 2
- Little Jerusalem, Rathmines, Dublin 6
- Rotana Café, Portobello, Dublin 2


Gold Medal Award for Cafés & Coffee Shops, sponsored by The Kenco Coffee Company

Winner:
Kay's Real Chefs, Real Food

Finalists:
- Café Noir, O'Connell Street, Limerick
- Café No.11 at The Old Bank House, Kinsale, Co Cork
- Kay's Real Chefs, Real Food, Blanchardstown Centre, Dublin 15
- Partridge's Artisan Café, Gorey, Co Wexford
- Silver Restaurant at Newbridge Silver Visitor Centre, Newbridge, Co Kildare


Gold Medal Award for In House Caterers, sponsored by the National Hygiene Partnership

Winner:
Sodexo Northern Ireland at PSNI Seapark

Finalists:
- Aramark Ireland at Genzyme, Waterford
- Sodexo Northern Ireland at PSNI Seapark, Carrickfergus, Co Antrim
- Sodexo Ireland at APC Galway
- The Barristers Tea Rooms, The Four Courts, Dublin 7

Gold Medal Award for Institutional Caterers, sponsored by the National Hygiene Partnership

Winner:
St Brigid’s Hospital

Finalists:
- Black Olive Catering at Barrettstown, Ballymore Eustace, Co Kildare
- St Brigid’s Hospital, Shaen, Co Laois
- Aramark Healthcare at Beneavin Healthcare Campus, Glasnevin, Dublin 11
- Aramark Healthcare at University Hospital Galway, Galway
- Masterchefs Munster at Moffetts Restaurant, National University of Ireland, Galway


Gold Medal Award for Wine Experience, sponsored by Gleeson incorporating Gilbeys

Winner:
The Twelve Hotel

Finalists:
- Kelly's Resort Hotel, Rosslare, Co Wexford
- Max's Restaurant & Wine Bar, Kinsale, Co Cork
- No.1 Pery Square, Limerick
- Pinocchio, Ranelagh, Dublin 6
- The Twelve Hotel, Barna Co Galway
- The Cornstore, Cork


Gold Medal Award for Customer Experience, sponsored by Fáilte Ireland

Winner:
Cromleach Lodge

Finalists:
- Aghadoe Heights, Killarney, Co Kerry
- Cromleach Lodge, Castlebaldwin, Co Sligo
- Doonbeg Lodge, Doonbeg, Co Clare
- Glenlo Abbey, Galway
- Harvey's Point Hotel, Lough Eske, Co Donegal
- Hayfield Manor, Cork
- The Merrion Hotel, Dublin


Hotel & Catering Review Gold Medal Award for Excellence 2010 Gregan’s Country House Hotel

Captain Morgan launches Facebook competition

A new Facebook promotion for Captain Morgan rum has been launched, seeking four people to represent Ireland in the ‘Captain’s Cup’ final in South Africa this July.

The final will see 10 countries battle it out to win the title and the Captain is seeking an Irish captain and three crew members to represent Ireland at the finals.

The Irish finalists will join finalists from Germany, Canada, Mexico, Cost Rica, Argentina, Denmark, Austria, Colombia and South Africa itself.


Competitors who wish to travel with Captain Morgan to the Finals in South Africa must first complete some fun and quirky challenges online via Facebook to make it to the National Finals which will take the form of a party night in Dublin this May.

The winner and his team of three friends will be crowned National Champions and will go on to South Africa for a fun-filled all expenses-paid week with The Captain himself that will take in activities and challenges from Johannesburg to Durban.

The contest is open to all above legal drinking age and the challenges, conducted via the Captain Morgan Ireland Facebook fan page, require fun-loving people who have a passion for adventure, a little creativity, and a winning spirit!
More details can be found on Captain Morgan’s Irish Facebook page which now has 36,000 Irish fans - www.facebook.com/captainmorganireland.

Marie Takes Up Part Time Residence

Aghadoe Heights Hotel , the glamorous General Manager Marie Chawke is to join the team at Residence in Dublin on a short-term, part-time basis.

Marie will divide her time between Aghadoe in Killarney and the private members' club on St Stephen's Green, commencing her role as executive director of business development next month. She is due to work with the club until next March, and will combine her duties in Residence with her management role in Aghadoe, which will open for a three day week (Thurs-Sun) from December until February.

Joining Marie in Residence, which was recently purchased by Olivia Gaynor Long, is former Doonbeg Golf Club assistant manager Seamus Dooley. Seamus takes over as general manager and will work with Derek Phillips, the club's newly appointed chief operations officer.

Twins Christian and Simon Stokes, who launched Residence in 2008 and landed in high-profile difficulties with the High Court earlier this year, have exited the business. 'I want to put on record our gratitude to both Simon and Christian Stokes, who are no longer part of the Residence team going forward,' said Olivia Gaynor Long in a email to members.

She added that the club is planning 'significant upcoming investment in our members experience at Residence, enhancing the level of service and exclusivity'

Pub Sales Fall 14%

The pub sector is 'in meltdown' with sales plunging by more than 14% this year as consumers switch to drinking at home, the Drinks Industry Group of Ireland (has claimed.

Off-licence sales have risen by 15% oveer ther same period. Pub customers are also drinking less and switching to draught beer and away from spirits. Ten years ago, people were drinking an average of 14.4 litres of pure alcohol annually, but this has dropped to about 11.2 litres today.

DIGI estimated that 25,000 jobs could be lost by the end of the year in the drinks industry from a high of 100,000.

Licensed Vintners Association chief executive Donall O’Keeffe said in the short to medium term there is 'absolutely no sign of market conditions improving for the pub trade'.

Figures from DIGI show the pub sector suffered a 14.1% decline in the first seven months of this year following a near 9% decline last year. This is part of a wider trend of decline in the trade over the last decade that has seen the volume of bar sales fall 25% since 2000.

On a positive note the DIGI said the Government’s excise cut in last December’s budget has stemmed cross-border alcohol sales.

DIGI is asking the Government, in its pre-budget submission, to cut excise duty on alcohol and reduce commercial rates.

Richards Corrigan’s renamed The Cliff Townhouse

Following the departure of Richard Corrigan, Bentley's Oyster Bar and Grill on Dublin's St Stephen's Green has been re-named as The Cliff Townhouse.

The restaurant and townhouse is owned by Houghton Mifflin Harcourt, chief executive Barry O'Callaghan and has been rebranded as a sister enterprise to his boutique Cliff House Hotel in Ardmore, Co Waterford.

Ireland Hotels Cheapest in Western Europe

Ireland has the cheapest hotel rooms in Western Europe, with room rates falling an additional 4% in the first six months of the year, according to the latest survey from Hotels.com.

Its Hotel Price Index reports that while hotel rates are starting to stabilise globally with a 2% increase in the first half of the year, here in Ireland the recovery is taking longer.

The Index shows that room rates in Dublin fell 7% from €78 to €73, making the city one of the least expensive major city destinations globally. Rates in Killarney dropped by 16% in the months January to June, falling to €93 in the second quarter. In Galway, rates declined by 12% to €98.

Top Rates

Kilkenny toppled Killarney to take the title of the most expensive destination in Ireland. Despite prices falling 14% year-on-year, the average room rate for a hotel in Kilkenny is €123 per night according to Hotels.com. Sligo and Castlebar were the only two areas to record an increase in the period. Room rates in Sligo were up 5% from €82 to €86 while hotels in Castlebar increased by 4%, bringing the average hotel room price to €77 per night.

Cork hotel prices fell a further 5% year-on-year to €76. Waterford remains the cheapest city in Ireland (€50) with prices down a further 11% compared to this time last year.

With an average room rate of €79 Ireland is now the fourth most inexpensive in the Eurozone after the Czech Republic (€76), Poland (€74) and Hungary (€70).