At the same time, the company placed its first warning "badges" Wednesday on three resorts in Mexico, including the Iberostar Paraiso Maya, the complex where Love and others were assaulted and where Abbey Conner, a 20-year-old Wisconsin woman mysteriously drowned just hours after arriving with her family. They advise anyone considering visiting the properties to "perform additional research for information" when making travel plans. He also announced that the badges will only stay up on a TripAdvisor page for up to three months.
And the company has initiated new training for the destination experts and others who have the ability to remove posts, ensuring they know that health and safety issues are important and need to remain on the site, he said. All are ranked in the top five best hotels in the area, and have received thousands of positive reviews.
In one instance, the company apologized publicly to Kristie Love, who wrote about her experience of allegedly being raped by a security guard at the Paraiso Maya resort near Playa del Carmen.
TripAdvisor, which takes up to 15 percent commission on booking, says that it changed its family-friendly forum policy three years ago and had apologized to Love.
In a November 2 letter to Maureen Ohlausen, acting chairwoman of the commission, Baldwin said she's concerned that TripAdvisor "may be prioritizing profits over providing and open, honest forum for traveler reviews".
TripAdvisor has made it easier for its users to see if safety concerns have been stated about hotels they research. When nothing came of her complaint, she posted a warning on TripAdvisor, but it was promptly deleted. "'No, we're not going to call the police ma'am, '" Love told CBS News. TripAdvisor replaced the comments with a generic explanation that the posts were "inappropriate" and "off-topic".
"Our vetting of news reports continues, and it is likely more businesses will receive this badge as more information is reviewed", Hoyt said. Other users accused TripAdvisor of deleting their reviews that included first-hand accounts of rapes or other injuries by the hand of resort employees or fellow guests.
There is a big possibility more will be added to the list as the company vets properties that appear in the news, said a TripAdvisor spokesperson.
The icon can be used on any properties or businesses reviewed on TripAdvisor, the company said. Reviews in the past have been rejected on grounds of hearsay, as they would sometimes cite the opinion of someone else or include a medical diagnosis.