TripAdvisor declines to take down one star review of The Parkers Arms pub accusing patrons of racism

User generated restaurant review site TripAdvisor has declined calls to take down a one star review for a pub which accused its owners of racism, even though the person who wrote it never ate there, on the grounds that a customer service interaction took place.

The review, posted on June 5th 2021 and still online at the time of writing, alleges that Top 50 Gastropub-listed Lancashire establishment The Parker's Arms turned away 2 adults and 4 children following which a "hostile and aggressive" person asked them to leave the car park. 

It then goes on to call for support from the BLM movement, and reads: "My family are black mixed race and apart from hostile prejudice, I can't think of any reason why you would treat potential customers that way. Glad I didn't get to spend my money there. If you have ethics or support #BLM don't bother with this place."

Vitriolic and hate-inducing

A spokesperson for The Parkers Arms responded to the review, saying that the family in question remained on the grounds of the pub despite it being obviously closed, adding that they were in fact "hostile and rude" in their behaviour. 

The response then continues: "Posting a vitriolic, hate inciting review is hardly woke if you care much for any lives or equality, especially on a mixed race family business." 

Worse still, it says, is the behaviour of TripAdvisor, who despite calls for the review to be taken down, has failed to respond to its request.

It reads: "Shame on them for allowing political views and racial judgement on a public forum reviewing service, food, ambiance & value for money, none of which you could actually experience as we were closed."

The Parkers' Arms contacted TripAdvisor and reported the review.

hey @Tripadvisoruk you have hit an all time low for me. Allowing someone to incite hate and racial judgement on us cannot possibly be allowed in your guidelines and although I have pointed this out to you the review is still up. Shame on you! https://t.co/o7LryZeyuA

— Parkers Arms (@parkersarms) June 7, 2021

After making contact with TripAdvisor ourselves, we received the following explanation as to why the review was left and will remain online, "unless the reviewer removes it themselves:" 

“Our guidelines allow anyone to submit a review of a business if they have had a customer service interaction with that business. In this case, the management at the Parkers Arms does not dispute that a customer service interaction took place, and therefore we believe the reviewer has a right to share their first-hand experience.

"At the same time, we believe the business has a right to tell its side of the story too, and in this case the business owner has done just that, submitting a management response which is displayed directly beneath the review for all to see. 
 
"We strongly believe that allowing others to read both the first-hand experience and perspective of the reviewer and the owner/manager helps future customers come to their own conclusion about what they might expect to find when they go there. That transparency and guidance is what our platform stands for.”