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Yelp will allow business owner comments on reviews

Category: Site Questions & Updates

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Elite '09

116

4/9/2009 Robert "Nerd Alert" G. says:

As a member of the Elite Squad, I wanted you to be among the first to know about a new feature that is rolling out in about a week or so. It's called Business Owner Comments, and as the name suggests, it will allow a business owner to write a public Comment after any given review. Comments will be the latest addition to the free Business Owner's Account that any business owner can sign up for, and that lets them add Photos, post Special Offers and create an 'About This Business' section (for more info, read up here: http://www.yelp.com/bu...). As a reviewer, you'll be emailed each time you receive a new Comment, just like when you get a Compliment.

The goal is for all Comments to be pleasant and useful. For example, if you wrote a glowing 5-star review some months ago about your favorite pub, in which you mention drinking Harp because they didn't carry Guinness... both you and other readers would probably be happy to see a new Comment saying, "Just got our Guinness tap last week. Hope to see you soon!" Here are a couple other example Comments.

Comments will NOT be a forum for a business owner to disparage a reviewer. As you've probably seen with Private Messages, most business owners are actually appreciative of honest and constructive opinions, and realize that being rude to customers is -- both on and off Yelp -- bad for business. But for those few ill-mannered folks out there, we have come up with some fairly strict Comment Guidelines -- and our customer service team will remove violating posts.
----------

What does everyone think about this. I think this will solve a lot of business owner frustration but may make some reviewers more wary. I'm pleased with the development overall.

4/9/2009 Dead Rabbit Z. says:

I enjoy reading rebuttals, so I like it.

501

4/9/2009 Chris C. says:

I like it and think it's about time. Though IMO I hope they give business owners as much flexiblity on their comments as they do with Yelpers. Afterall isn't turnabout fair play?

4/9/2009 C "ChubbyBunny" B. says:

It should be interesting to see certain business owners making asses of themselves.

Elite '09

116

4/9/2009 Robert "Nerd Alert" G. says:

Do you guys think a lot of business owners will take advantage of this new feature?

Elite '09

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4/9/2009 Gil "whoo hoo" S. says:

I think it gives a lot of businesses a way to dig an eve deeper hole for themselves. But it may be a good relief valve for some of the frustrations that lead them to gripe, sue people, write fake reviews, and blame their failings on other people. The ones who are good at this will use it to good effect, so it may help us customers see who's putting out the good customer service and who is not.

I hope they notify the reviewer when their review is commented on...

Elite '09

126

4/9/2009 Claire P. says:

Probably will be a bit slow to catch on, but eventually yes.

501

4/9/2009 Chris C. says:

Depends upon how you define " a lot". My guess is probably a couple thousands intially and then it will slowly grow but overall, considering the amount of businesses out there, I would personally be shocked if it top more than 5%.

Elite '09

135

4/9/2009 James "Support My Mo and Cancer Research" M. says:

I think it's a great idea to give them a word. Tripadvisor has this feature too, and I think it works out nicely.

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4/9/2009 Nicole "Nico" G. says:

Gil "whoo hoo" S. says:

I hope they notify the reviewer when their review is commented on...

---------

Yes, we'll be notifying the reviewer about Comments in the same way we notify them about Compliments.

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4/9/2009 s "in a NY state of mind" r. says:

Like everything, we will see how it will turn out in due time...apparently, in the near future.

I think business owners should be given the opportunity to have their say, as well.

Elite '09

119

4/9/2009 Randy "American Standard, Crimson Transparent" C. says:

I think it'd hold a lot of reviewers a bit more accountable to providing constructive critique rather than single line zingers.

Elite '09

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4/9/2009 Suzanne B. says:

It's an interesting development . Hopefully it increases accountability both for reviewers and business owners.

Elite '09

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4/9/2009 Bill "Busy As A" B. says:

Robert, what's your source for this development? I don't see anything about it on the official Yelp Blog or the Business Owners' page.

At first glance, based on what you described, it seems like a fair and reasonable feature. I think reviewers will take time to adapt to it, and we all need to temper our expectations - business owners aren't going to be able to Comment on every review they get, that'd require WAY too much time. (Really--do you Compliment or even UFC _every_ review from your Friends?) Consequently, reviewers need to avoid feeling ignored or slighted if they don't receive a Comment.

4/9/2009 julie "some of what people say about me is true" i. says:

YES.

280

4/9/2009 A J. says:

Randy "The Drowning Man Knows his God" C. says:

I think it'd hold a lot of reviewers a bit more accountable to providing constructive critique rather than single line zingers.
***

That's what I'm hoping for...

Elite '09

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4/9/2009 Rebecca "The Annotated Snark" H. says:

Bill, it was in an email that got sent to elites.

Elite '09

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4/9/2009 Bill "Busy As A" B. says:

Nevermind about the source concern - I just saw the email from Yelp HQ from which you copied and pasted.

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4/9/2009 Mr. Fishbits "My reviews are even more better!" X. says:

Oh how original. It stuns me that tripadvisor was actually able to teach someone a lesson. Holy cow hotels are going to love this.

4/9/2009 Coreen Y. says:

sweet!

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4/9/2009 Mr. Fishbits "My reviews are even more better!" X. says:

This is, to date, the most important and exciting thing yelp has *ever* done. Hands down. This is going to completely redefine the platform.

I AM FREAKING OUT

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4/9/2009 Mr. Fishbits "My reviews are even more better!" X. says:

business owners making asses of themselves?

How about reviewers? Those are the asses most of the time. I sure am.

Now there is *ACCOUNTABILITY* for people's actions and words. Idiots, shit shows, me me me's, and "I wanna be famous so I will snarky" are going to the wayside.

This is going to legitimize yelp.

4/9/2009 Clinton K. says:

Legitimize Yelp? Unlikely, considering how arbitrarily they remove content.

372

4/9/2009 GIR .. says:

I hope it doesn't simply become a way for the places to just add promos for themselves as I've seen on some other sights - for example someone remarks on a problem and the biz owner posts a cookie cutter reply to mediate the damage without actually changing anything. Tripadvisor comes to mind where I've seen subsequent reviews showing that the issues still exist and people are mislead by the businesses self promotion, then of course it is too late, they have already wasted their time and money and had the frustration, and then the pattern continues.. But then again sites like Tripadvisor also seem plagued by shill reviews, with hope the overall Yelp model with more substance to the profiles, more established individuals, will nullify this sort of issue.

280

4/9/2009 A J. says:

If Mr. M. can have positive interactions with business owners over his reviews...no one on here can talk about not having enough freedom to say what they want: http://tinyurl.com/dycmlk

4/9/2009 Mickey S. says:

I think it's a great idea. Should hold some of the knucklehead reviewers here honest.

229

4/9/2009 Bryan "Moscatel" F. says:

Good idea. Post this on LA Yelp.

Elite '09

116

4/9/2009 Brandy "Gotta pocket full o' sunshine" B. says:

Good Call Yelp!

I have always wondered if after you criticize a restaurant for not having "new chairs" etc... and then all of a sudden new chairs appear, I go to sleep wondering "Did I do that?"

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4/9/2009 Mr. Fishbits "My reviews are even more better!" X. says:

Yelp just grew up today. Social Media is about conversation. Previously, there was none. Now... this will change everything.

For the businesses that use it.

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4/9/2009 Mr. Fishbits "My reviews are even more better!" X. says:

Damn you Clinton for reminding me I have had over 100 reviews pulled off this site, and I am never told. I really dislike that aspect of yelp.... secret decisions in smoke filled rooms, and typically you find out about it by accident or after the fact.

Yeah... that's true. But this is a HUGE step.

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4/9/2009 Mr. Fishbits "My reviews are even more better!" X. says:

Brandy... yes you did. REAL reviewers that aren't sophomoric drunks, or unhappy snarkers looking for psuedo celebrity make a huge difference to businesses with constructive, thoughtful, earnest reviews.

Elite '09

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4/9/2009 Genevieve M. says:

I think this is a great development, and it was only inevitable that something like this was going to happen. Especially with all the controversy.

250

4/9/2009 Cliff B. says:

did someone call me?

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4/9/2009 Mr. Fishbits "My reviews are even more better!" X. says:

Social Media people have been asking for this for YEARS. I had given up hope, frankly.

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4/9/2009 Robert "hebrew rocker" H. says:

Randy "The Drowning Man Knows his God" C. says:

I think it'd hold a lot of reviewers a bit more accountable to providing constructive critique rather than single line zingers.
-----------------------------
Are you one of my nine fans, Randy?

4/9/2009 brooksley o. says:

Sounds like Yelp is trying to avoid lawsuits. Do business have to pay for this privilege, by the way?

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4/9/2009 Nicole "Nico" G. says:

brooksley o. said, "Sounds like Yelp is trying to avoid lawsuits. Do business have to pay for this privilege, by the way?"

--------

Nope, it's a free feature.

Elite '09

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4/9/2009 Sally "wowee zowee" K. says:

I have a question. What happens if a business owner leaves a comment on a review, and then later you decide you want to delete your review? Does the comment stay, or go with you deleting the review?

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4/9/2009 Nicole "Nico" G. says:

Sally "wowee zowee" K. says:

I have a question. What happens if a business owner leaves a comment on a review, and then later you decide you want to delete your review? Does the comment stay, or go with you deleting the review?

---------

Yep, at that point the comment disappears along with the review.

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4/9/2009 Cliff B. says:

pretty rad

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4/9/2009 Geoffrey N. says:

Now the guns will be blazing. And people will be accountable for the things they write.....

A good thing.

Elite '09

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4/9/2009 Kerry P. says:

I think this is great. I was first introduced to Yelp when i was working as a recruiter and an unruly applicant posted a ridiculous review about me. I wasn't able to work it out with him personally, but I would have loved the opportunity to explain why he had the experience he did.

Hopefully it will help both parties.

Elite '09

119

4/9/2009 Randy "American Standard, Crimson Transparent" C. says:

Robert "no cummupance for me!" H. says:

Randy "The Drowning Man Knows his God" C. says:

I think it'd hold a lot of reviewers a bit more accountable to providing constructive critique rather than single line zingers.
-----------------------------
Are you one of my nine fans, Randy?
---
I am now. Numbah 10! Nice and detailed.

Elite '09

423

4/9/2009 Don "This page intentionally left blank" B. says:

stephanie "over-achieving lazy slug" r. says:

Like everything, we will see how it will turn out in due time...apparently, in the near future.

I think business owners should be given the opportunity to have their say, as well.
------------------------------ -------------------------
+1 and ME2

Elite '09

216

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4/9/2009 Michael "mikezilla" H. says:

I thought this was a review website not a debate website? Imagine if Roger Ebert wrote a review of a movie and then Steven Spielberg wrote a rebuttal to Ebert's review below. That wouldn't be a review but rather a debate.

On the flip side I'm interested in seeing how this new feature works out. If a reviewer spotted a problem and a business owner corrected this problem, or slashed prices(!), it would only benefit both customer and business. I look forward to the constructive criticism yet dreading the idiot-babble.

Elite '09

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4/9/2009 Weide "living embodiment of the exact opposite of lame" Z. says:

Man.. there is somethin' so.. uhm.. *All-American* about this new feature..
Good move Yelp!
In spite our snarky tendencies.. I think most Yelpers.. like most Americans have an appreciation for fair play..
I think allowing the business owners to speak up for themselves contributes to that..
Even though Yelp is a consumer service.. it seems to me that Yelp has just set up a whole new dimension in how businesses can both dialogue with individual customers AND how they present themselves to the public.. not a bad thing at all.

141

4/9/2009 Theo "live every week like it's shark week" R. says:

Yikes.
That should scare the beejeebus out of biz owners.

Elite '09

4/9/2009 heather "pilot fish" g. says:

I think this could be terrific. I think its definitely the right move to make. Reviewers who try to be fair and mostly responsible will do well in this new environment. Others, not so much.

However, I have run into a few really nasty business owners. I think public commentary about me, from them, could keep me away from yelp. Some small business owners are scary people. I liked that Yelp let me review good and bad service and trusted me to be responsible about it.

I'm concerned that my opinions might now be policed by people with a vested interest in the matter. I hope that won't turn out to be the case. I think this idea has definite benefits.

141

4/9/2009 Theo "live every week like it's shark week" R. says:

It invites drama.
Drama not good for any business but ACT.

Elite '09

4/9/2009 heather "pilot fish" g. says:

So I also have a question. Will these comments be just like the "compliments" feature, in that a user will need to approve them before they become public? Or will they become a gloss on the review without needing the users permission?

Elite '09

103

4/9/2009 Anthony "Trekboi" B. says:

I think it's an excellent move and look forward to see how it rolls out and is handled. I think it could have balanced the union Bar massacre. Just as long as it doesn't turn into an online arguement.

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4/9/2009 Nicole "Nico" G. says:

heather "pilot fish" g. says:

So I also have a question. Will these comments be just like the "compliments" feature, in that a user will need to approve them before they become public? Or will they become a gloss on the review without needing the users permission?
--------

The Comments will automatically appear.

372

4/9/2009 GIR .. says:

If you update a review do the comments stay?

Also, will you get an email if a biz adds a comment to your review? Otherwise you might never know.

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4/9/2009 Nicole "Nico" G. says:

GIR .. said, "If you update a review do the comments stay?

Also, will you get an email if a biz adds a comment to your review? Otherwise you might never know.
---------

Yep, the comments stay and you will get an email notification.

Elite '09

247

4/9/2009 Marie "I got your cock cozy right here *points to crotch*" K. says:

Thumbs-up. I think it's fair. Personally, I'm not so worried because I hardly ever write a negative review, and when I do, it's very detailed and specific. I don't expect that a business owner/manager/employee is going to freak out on me.

Elite '09

4/9/2009 heather "pilot fish" g. says:

I love Yelp, and I think they are making a very good business decision. I think I've been very careful with my reviews. They are about 90% positive (more now as I have just deleted all of my negative reviews in preparation for this change). The ones that aren't glowingly positive are very clear, and usually point out positive aspects of the experience. If I can't be positive, I try to point out my personal failings as a reviewer - I was tired, hungry, etc.

I have still received personal messages from business owners that I would really have preferred not to have received.

It's just not worth it to me to write reviews if that kind of drama is not optional.

765

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4/9/2009 Thömäs "The Grand Poobah" F. says:

I've been suggesting this for years to level the playing field.

I only hope Britney Spears and Ann Coulter don't rip me a new asshole for what I wrote about them
http://www.yelp.com/bi...
http://www.yelp.com/bi...

oh no's : O

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4/9/2009 Alex "amo a la muchacha caliente" H. says:

The only thing I'm worried about is, will business owners downplay ever single negative review as if the opinions of the average Yelper don't matter?

4/9/2009 L B. says:

Its a BAD idea. As a business owner I would NEVER invite an argument. Also, I tell my employees not to feed into an argument with customers. Just listen and take note. I guess its a nice option to have although I dont anticipate using it. Likewise, I really dont want to hear from someone after I leave a bad comment. There is no point.

4/9/2009 Kachazana P. says:

"Its a BAD idea. As a business owner I would NEVER invite an argument. Also, I tell my employees not to feed into an argument with customers. Just listen and take note. I guess its a nice option to have although I dont anticipate using it. Likewise, I really dont want to hear from someone after I leave a bad comment. There is no point."----

Now, this is a smart business owner. Why waste your precious time on responding, when you can put your energy into improving and growing your business.

113

4/9/2009 Steve "Gimme Some Ribs" K. says:

Good shit, they should have a voice.

4/9/2009 Maureen W. says:

Too little. Too late. Yelp has done damage to many businesses and has no accountability for it. They allow negative reviews that violate their own policies to remain on their site, while removing positive reviews written in honesty. Please post a phone number that a business owner can call to get resolution.

Elite '09

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4/9/2009 Daniel "Veritas with a Peace Sign" L. says:

I like so as long business owners allow us to go onto their commercials and ads to give our two cents about their business!

4/9/2009

This account has been closed.

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4/9/2009 Poe "lost my kitty cat" .. says:

"As a member of the Elite Squad"

Oh dear. And capitalized too. Oh dear.......

Elite '09

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4/9/2009 Daniel "Veritas with a Peace Sign" L. says:

To be an elite you gotta show your personal photo. What happened to your face?

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4/9/2009 Tom "Farts happen; GET OVER IT!!!" R. says:

This will ruin yelp

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4/9/2009 Thömäs "The Grand Poobah" F. says:

To be an elite you gotta show your personal photo. What happened to your face?
-----------------------------

no, there are elites with fake photos

how would yelp know if they're real or not?

Elite '09

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4/9/2009 luis "already banged the bejeezus out of your girlfriend" .. says:

Overall it will be a positive thing but I can't wait for the hilarity that will come from clueless business owners who will use this feature to shoot themselves in the foot.

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4/10/2009 Ralph "mama tried" C. says:

I like that Yelp is finally being real. First, too many of today's young people seem to have a sense of entitlement and it shows in their reviews. I am sorry that you did not get either free drinks or a blow job with your steak, but that is not a reason to dis a business.

And can someone explain to me what is this crap, "As a member of the Elite Squad...?" Who cares? I bet you never would have made it out of Georgetown.

Elite '09

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4/10/2009 gwynnie p. says:

yes, foot shooting hilarity will ensue luis

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4/10/2009 Ralph "mama tried" C. says:

Robert, if you are going to copy and paste something why don't you paste the entire email.

Frankly, someone at yelp should have just posted this on the front page and called it a day.

Elite '09

116

4/10/2009 Robert "Nerd Alert" G. says:

Sorry Ralph I left off important information like

----------
We would of course love your help getting the product right, so if you have any feedback about the mock-ups, guidelines or the Comments you see over the first few weeks, please let us know!

Thanks, SYOY, and keep up the solid Elitehood!

Nicole G & Jessica T

P.S. Make sure to check out both our official blog and our community blog for more fun and insights!

4/10/2009 Mary S. says:

Yeah, this was on Mornings On 2 this morning! I was so excited.

4/10/2009 del e. says:

It's about friggin' time. Business owners should not be treated like the enemy. I have a lot of friends who own small businesses and frankly, the tone around here a lot of the time to "stick it to them" without rebuttal. I support anything that makes the playing field even.

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4/10/2009 Ralph "mama tried" C. says:

Here is some feedback. Stop treating Yelp elite like gods. 9 times out of 10 it is there reviews which raise the ire of business owners. but i most give them credit since yelp pimps the young people to get reviews, can you really blame the young people who use yelp reviews to advance their own careers

4/10/2009 Louie "I love torture pop!" L. says:

Where is my check, I sent them this idea months ago.

:P

4/10/2009 Geoff B. says:

I agree, it's about time! When checking business's reviews, one bad review can turn me off to going there. I think it's fair to give business's the chance to have there say. i would guess that many bad reviews may not have much to do with the business, as it would to how the reviewer was feeling at the time. Could they have been drunk? Yes. Could they be taking out some previous disappointment on a public servant? Yes. Could they be a competing business looking to hurt the competition? Yes.

Bravo Yelp! Maybe this will make people think twice before they make derogatory comments.

4/10/2009 J. Ass. M "Looks don't deceive what your eyes perceive™" B. says:

Yes, yes! I, too, am eagerly awaiting the foot shooting hilarity that is SURE to ensue!

P.S. I like how hella people asked questions that were answered clearly in the OP. RIF people, RIF.

765

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4/10/2009 Thömäs "The Grand Poobah" F. says:

http://www.ktvu.com/ne...

4/10/2009 Norton G. "The Altered Statesman" N. says:

businesses should form a "Yelp Day",id you muddaskunkas,and critique ya'll.....

Elite '09

437

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4/10/2009 John "Dobie" P. says:

I think its a great idea...You Suck.., No I don't,.... Yes you do....., no I don't....., well then your mama sucks....., she does not, she does too,.... she does not!!! Well then, I am going to Sue you and your mama, and make you suck....and so-on, and so-on...

4/10/2009 Shannon "Insufferable Snarkoleptic" B. says:

Now businesses won't have to use PMs to stick their foot in their mouths?

Awesome.

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4/10/2009 M "Check Please" B. says:

I like the fact they can now respond to the BS , however my one star reviews are few (two) to date , Poisoned at one and the other was service from hell delivered with attitude.
personally i cannot wait for these owners to come back at me , damn that would make my millennium.........

4/10/2009 Noah "from G to Gent" K. says:

I think it'll be a good thing - maybe the business comments can reflect what they've done to improve, or it might questions the accuracy of the review- and maybe encourage more people to review with a sense of responsibility. Either way, I think it gives more information when using Yelp to make decisions.

Why so hostile towards businesses? The public forum of the feedback can be great, but not even discussing
your experience with a manager or owner ...just seems to speak to that the reviews are not inclined to make the business better but to bring the business down.

Elite '09

238

4/10/2009 Stephan "IYLMNYTATYPOM" W. says:

before everyone goes and assumes things about how this is going to all work, perhaps it is best to wait until Yelp actually deploys the feature. i know its not very talk-like lately, but its much more fun to discuss things when there are actual facts associated with them.

4/11/2009 claire "Claire" k. says:

Whenever a new business or a good business gets thoughtlessly or ignorantly savaged I always mention it in my positive reviews taking the negative reviewers to task for their destructive or unfounded comments. This usually starts a chain reaction of folks agreeing with me and constructively reviewing the business. I know that yelp reviews are not going to be uniformly positive but some of the stuff is so subjective it's like giving a French restaurant a bad review because it didn't serve Mexican food. I hope business doesn't waste too much of it's time responding to these sorts of negative reviews but if there is a way to let yelp readers know that a business has something positive to offer or has fixed a legitimate problem I'm all for it.

Elite '09

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4/11/2009 phil h. says:

This is not going to end well..

Elite '09

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4/11/2009 Darryl "D_Realla" P. says:

Throwdown on Yelp! Fun!

4/11/2009 Jake J. says:

Get rid of you real names and photos otherwise keep expecting spit in your food from disgruntled business owners!

4/11/2009 Jake J. says:

*your

Elite '09

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4/11/2009 Darryl "D_Realla" P. says:

Umm it's simple. Don't go back to the places you don't like and you'll be ok.

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4/11/2009 maruschka k. says:

YES! This is a much needed feature to make reviewers more responsibly write their reviews. I think it's rare, but I know that Yelp attracts some that feel entitled to behave toward a business any way they want to, no matter how inappropriately, since they can write anything they want to in their reviews without recourse. If you're not being an ass to the business, and are writing honestly, there is no reason to fear writing a negative review.

I think a few business owners will use the tool inappropriately as well, but it really gives business owners a voice. I think it will improve the quality of the reviews, and Yelp's reputation in the media. It just makes it seem more open and balanced.

162

4/11/2009 Lisa J. says:

Stupid idea. Thanks for the warning.

Elite '09

587

4/11/2009 Christopher "alone not lonely" L. says:

I'm mad as hell and i'm not gonna take it anymore!
http://www.youtube.com...

Elite '09

4/11/2009 maureen "A Legend In My Own Mind" m. says:

Can't wait.

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4/12/2009 Mr. Fishbits "My reviews are even more better!" X. says:

It's brilliant... because any business owner that has awareness is not responding to the stupid reviews.... they are responding to potential guests. Period.

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4/12/2009 Mr. Fishbits "My reviews are even more better!" X. says:

stupid = snarky, bad, out of place, inappropriate, shill, etc......

not like "reviews are dumd"

just so ya know.

and I do the "your" you're" thing too Jakey wolf face. My fingers are drunken with panicked typing at times.

Elite '09

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4/13/2009 Ali "Gato" R. says:

Has anyone seen this in action yet??

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Yelp will allow business owner comments on reviews