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

AI-generated overview found to gloss over allegations of sexual harassment and describes hotel being sued over hygiene as ‘spotless’

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?