AI summaries of Tripadvisor hotel reviews downplay serious complaints, investigation finds

The brief

A hotel being sued for mass food poisonings was described as “spotless” and a resort where guests complained of sexual harassment by staff was praised for “friendly” service by an AI intended to summarise millions of Tripadvisor reviews. The overviews of customer feedback downplayed serious complaints, ranging from the stench of mould to a lack of mains water, according to an investigation by the consumer campaign organisation Which? The AI-generated reviews appear on the travel website’s hotel webpages to help holidaymakers decide where to book. In one case, the AI summary described the Riu Palace Santa Maria in Cape Verde as popular, with spacious rooms, “diverse restaurants” that earn “rave…