Investigation into TripAdvisor’s AI summaries of hotels appears to mislead guests

Stay up to date with notifications from The IndependentNotifications can be managed in browser preferences.AllNewsSportCultureLifestyle(AFP/Getty)Consumer champion platform Which? found that Tripadvisor's new AI-generated hotel review summaries fail to highlight serious complaints such as food poisoning, sexual harassment, and hygiene issues. For example, the AI summary for Riu Palace Santa Maria in Cape Verde praised its features while numerous guest reviews detailed raw chicken, flies in food, and 102 mentions of food poisoning. Similar discrepancies were noted for a Dominican Republic hotel, where the AI summary mentioned "inconsistent" cleanliness but missed reports of no running water and sewage smells, and a Turkish hotel where sexual harassment claims were downplayed. Tripadvisor "fundamentally disagrees" with Which?'s findings, stating their AI summaries provide snapshots and are not intended to replace individual reviews, and that safeguards are in place for serious safety incidents. Which? advises users to disregard AI summaries and instead consult individual guest reviews, particularly one-star ratings, and reviews on other sites to ensure a safe stay. In fullAI summaries of Tripadvisor hotel reviews understate complaints, investigation findsMore bulletinsThank you for registeringPlease refresh the page or navigate to another page on the site to be automatically logged inPlease refresh your browser to be logged in

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