Legitimate Yelp Reviews Filtered Skewing Business Reputation
At Ascendia Group, we are dedicated to providing exceptional real estate, vacation rental, and property management services on Siesta Key, Sarasota, and the surrounding areas. Our team takes pride in delivering top-tier customer experiences, ensuring that clients, property owners, and renters enjoy a stress-free, outstanding level of service.
However, we’ve recently faced a challenge with Yelp’s recommendation software, which has filtered out positive Yelp reviews from satisfied clients and guests, leaving only negative Yelp reviews visible on our profile. This has resulted in a misleading and unfair portrayal of our company that doesn’t accurately reflect the high standard of service we provide. While Yelp claims this process ensures review authenticity, it has caused frustration for us as these filtered Yelp reviews were genuine, unsolicited feedback from real customers.
Despite this misrepresentation, Ascendia Group continues to maintain its reputation through other review platforms, where our nearly perfect ratings better represent the quality and care we bring to every client interaction. We believe it’s important to share our story and provide transparency regarding Yelp’s review filtering process, so our future customers can see the full picture of who we are and what we stand for.
The Issue With Yelp Reviews
Yelp utilizes a recommendation software system that automatically filters Yelp reviews based on several factors, such as the reviewer’s activity on Yelp, profile completeness, and other engagement metrics. While this algorithm is designed to showcase authentic reviews, it often filters out legitimate feedback, including positive reviews from real customers. Unfortunately, this has been the case for Ascendia Group, where five glowing reviews from satisfied clients were hidden by Yelp’s algorithm, leaving only negative reviews on our page.
Upon discovering that these positive reviews were not being published, we reached out to Yelp for clarification.
When we spoke to a representative, we were told that the decision is entirely in the hands of their software, and there was nothing she could do to override it.
We requested to speak with a manager or appeal the situation, hoping to bring attention to the unfair representation of our business. However, the representative informed us that there is no appeal process, and their system operates independently.
Frustrated by the lack of options, we then asked if we could simply close our Yelp account, given that the visible Yelp reviews did not reflect the true quality of our services. The representative refused, citing that “the public has the right to know” about businesses listed on Yelp, even though the current reviews on our page were heavily biased due to the hidden positive feedback. This situation has been incredibly frustrating for us, as it misrepresents Ascendia Group’s reputation and commitment to excellent service.
A Widespread Problem With Yelp Reviews
Many business owners, like Ascendia Group, are experiencing frustration with Yelp’s review filtering system. The issue is not isolated—Yelp has received over 2,000 complaints including the Better Business Bureau, with many alleging that the platform hides positive Yelp reviews while only displaying negative ones.
Yelp’s automated recommendation software to filter reviews claimings it’s designed to surface the most “helpful” ones. However, the system often filters out real, unsolicited positive reviews, especially if they come from users who are not frequent contributors on the platform or appear as overly positive.
Many businesses feel that this practice unfairly distorts their reputation, leading them to rely on other platforms like Google Reviews, where more balanced feedback is visible. The frustration is widespread, and the complaints are gaining attention across various forums and customer boards
The Impact on Our Business
Yelp’s decision to filter out our positive reviews has significantly impacted Ascendia Group’s online reputation. When prospective clients or guests search online, they are met with a Yelp profile with skewed representation of our business, seeing only the negative reviews that remain published. This misrepresentation can cause potential clients to question the quality of our services, even though the reality is quite the opposite.
On platforms like Google, social media, and our own company website, Ascendia Group has nearly 5-star ratings, consistently praised by clients for our exceptional vacation rental and property management services. These reviews reflect the true dedication of our team to delivering outstanding customer experiences and maintaining the highest standards for our properties. The positive feedback we receive across these platforms aligns with our commitment to excellence, but Yelp’s filtering system diminishes this, presenting an unbalanced view that does not accurately reflect the trust our clients have in us.
The Five Positive Yelp Reviews You Won’t See
Despite Yelp’s filtering system hiding these reviews, we want to highlight the genuine experiences of our satisfied clients. Below are five positive Yelp reviews that Yelp chose not to publish, but which reflect the true quality of Ascendia Group’s services:
Valid Yelp Review: Susan I. from KY (1/31/2023)
“Ascendia is an all-inclusive company whether you are renting a property or renting your property out. Beth and her team are easy to work with, and I’ve never had any bad issues or bad experiences with Ascendia. Highly recommend their services. They are a joy to work with.”
Valid Yelp Review: Nancy E. from FL (1/25/2023)
“I have used property management for two years. I have a beautiful condo on Siesta Key overlooking the gulf. I work with Lauren most of the time. My rental condo is always clean when I show up. Anything that needs to be fixed is taken care of in a timely fashion. Lauren knows the area well and can help you find whatever you would like. Lauren is a feel-good, wonderful person to work with.”
Valid Yelp Review: Keith I. from FL (1/18/2023)
“Ascendia is simply the best. Beth and her team go the extra mile for their guests. I have seen it firsthand over and over. They are clear and quick communicators; they see problems before they arise, making it a wonderful and low-stress experience for their renters. When a rare issue does occur, they get on top of it quickly and fix it. In a world where your reputation means everything, I openly and freely recommend Beth and Ascendia all the time. Siesta Key and Ascendia go hand in hand. Siesta Key is wonderful.”
Valid Yelp Review: Tanner G. from CA (1/18/2023)
“Ascendia has managed our property for a little over a year now. We live out of state, and they do a great job providing us peace of mind while we are away. They keep us booked up for peak season and beyond. Looking forward to many more years partnered together.”
Valid Yelp Review: Rachel R. from Venice, FL (4/28/2021)
“This property management company is absolutely above and beyond SPECTACULAR. We are extremely OCD and picky wouldn’t even be the proper word, and this management company hits it out of the park every. Single. Time. Matt is our main contact, and he truly understands the importance of what a vacation entails. He has never let us down. Everyone in the office steps up to the plate (Kim and Carol – you guys ROCK!) and ensures transactions and guests are comfortable, and all reasonable needs are met and beyond. You can’t go wrong booking your precious vacation plans with them.”
These Yelp reviews highlight the authentic experiences of our clients, showcasing the level of care and professionalism we bring to every property we manage. Unfortunately, these voices are being suppressed by Yelp’s filtering system, but they reflect the real service we provide.
Why This Matters
Filtering out real, unsolicited reviews has a profound impact on a business’s reputation. When legitimate positive reviews are hidden, it skews the perception of the business, causing potential clients to question its credibility. In Ascendia Group’s case, Yelp’s filtering system has resulted in an unbalanced portrayal, where only negative reviews are showcased, leading to a distorted view of our services.
Online review platforms like Yelp are intended to help consumers make informed decisions based on authentic customer experiences. When genuine positive reviews are filtered out, the trust that users place in these platforms is compromised. Prospective clients may hesitate to book with us based solely on the negative reviews they see, without being exposed to the wealth of positive feedback from satisfied clients. This can lead to missed opportunities for Ascendia Group to connect with potential clients, renters, or property owners.
Final Thoughts
Despite Yelp’s skewed portrayal of our business, Ascendia Group remains fully committed to delivering outstanding real estate, vacation rental, and property management services on Siesta Key, Sarasota, and the surrounding areas. The filtering of genuine, positive reviews has presented a misleading image of our company, but our dedication to exceptional service is reflected in the nearly 5-star reviews we consistently receive on Google and other platforms.