Wearing my VP/GM hat of the hotels, I took my reputation manager of Condo Hotels Playa del Carmen with me on a trip to Newton MA, the home office of TripAdvisor. We made contact with the right people and arranged a meeting to discuss some of the details that we felt could be potential issues with TripAdvisor patrons coming to Playa del Carmen Mexico.
Upon arrival the location looked like a college academy with buildings scattered through out the property. They were very kind and courteous. We discussed issues like pictures displayed on the TripAdvisor website and what defines the area that identifies the boundaries of the town of Playa del Carmen. They addressed our issues with the department heads for each of our questions, even met the #2 employee / director to make sure our questions were answered as correctly as possible. We left with some answers and of course some not due to the secrecy of the rating formula. In return they asked if we would be open to offer them a video testimonial and we gladly obliged.
The testimonial videos can be found on the TripAdvisor Insights section of their website. Here are the links and the videos.