Holidaymakers are being warned not to rely on Tripadvisor's AI-generated summaries when booking accommodations, as an investigation by consumer watchdog Which? found that the tool often omits critical safety concerns and paints an overly positive picture of hotels that past guests described as a 'nightmare.'
AI Summaries Mask Negative Reviews
The investigation examined several hotels, including the Riu Palace Santa Maria in Cape Verde. Tripadvisor's AI summary described the five-star, all-inclusive resort as 'popular with many travellers,' boasting 'diverse restaurants' with 'rave reviews' and 'spacious rooms,' with cleanliness noted as 'spotless.' However, Which? found that recent guests reported the food was 'awful, bland, unsafe and inedible,' and the resort had 'exceptionally poor hygiene.' One guest described their stay as a 'nightmare,' noting 'dead little roasted mice by the sitting area.'
When Which? checked the Riu Palace in March 2026, there were 102 mentions of food poisoning in reviews. One guest shared that their whole family fell ill, writing: 'This place will destroy holidays, and [has the] potential to take lives.' Additionally, 32 one- and two-star reviews were posted between December 2025 and April 2026, with 14 reporting at least one member of their party fell seriously ill, leading to hospitalisation or leaving the holiday early.
Another Resort's AI Summary Ignores Illness Reports
Similarly, the AI summary for the Garza Blanca resort in Cancun described 'immaculate cleanliness' and dining options that earned 'positive feedback,' despite several guests leaving reviews about falling ill in the last 12 months, including a wedding party. The AI tool failed to report cases of food poisoning for this property as well.
Tripadvisor Defends AI Safeguards
A Tripadvisor spokesperson stated that the AI summaries are designed to 'uphold the integrity and transparency' of the platform, which has been trusted by travellers for over two decades. They added: 'We also have comprehensive safeguards in place to ensure important safety information is properly reflected across our platform. Our AI systems are designed to capture all types of traveller feedback and we continuously monitor and refine our models.'
The spokesperson noted that the AI systems automatically suppress summaries for listings that feature warnings about serious safety incidents such as death, drugging, or sexual assault, to ensure this content is highly visible. Tripadvisor also stated that its AI chatbot draws from a selection of reviews based on 'detail and recency' and that it will take on feedback to improve the traveller experience, but urged users to check reviews themselves as AI technology is still developing.
Hotel Response
A spokesperson from Riu Hotels and Resorts said its 'main priority' is the health and safety of its guests. They stated that their hotels in Cape Verde follow the 'strictest' international health and hygiene standards and have been certified by consultancy firms.
