Some of us do not see the purpose in Trip Advisor and think that saying your thoughts about the service you have received in a restaurant is like you are attacking them personally, or attacking the employees. The way I usually end up rating a restaurant is with regards to various aspects:

• The food
• The atmosphere
• The service
• The value of money considering all the above

Most often than not, before making a complaint on Trip Advisor,  I try to talk to one of the employees; let them know I am disappointed or that something was not as expected. If they choose to not do anything about it, then it is no longer my problem. I have tried, and I got nothing out of it. And I feel like it is about time to share this with the Trip Advisor society, to warn them on things they can expect. When something goes wrong, I would still when possible mention the good sides of the place I have visited. And just because I see something as wrong, it does not mean that everyone should agree with me. It is only my point of view.

At this point I have given almost 200 contributions to this site, and I have received over 40 helpful votes; I think I am doing something right. I’d say, that even if in Malta it is not yet as popular as it is in any other country, the tourists are looking at it to decide on the best locations and services

So before you complain about a negative rating, learn from it and fix things… Reply with concern to negative rating.. That way a customer feels like his review was read and dealt with.. Especially if the negative comment is ‘voted up’.

Then, move on.

http://www.tripadvisor.com/members-reviews/SteffiGrimm