What's even worse when the people responding to reviews are hired contractors to attempt to build the property's image and not even interested in dealing with issues in the first place! It's about as close as posting: we don't care what you think but want people to think we do. As with all problem resolution situations finding someone that has the willingness to listen to the problem and the ability to address the problem can be very tough.
TripAdvisor has a requirement that a review must be from someone's personal experience and they are not related to the business. Maybe responders need to certify they are directly tied to the business and not a hired PR function.
Remember back when you called to voice a concern about a product and they actually listened and worked to resolve the issue? Today it's just excuses why they failed and to go away.
