The Boston Globe
Trusted by travelers
TripAdvisor Inc. tapped into the power of social media right from the company’s start in 2000 by inviting travelers to write online reviews of hotels and attractions — long before the Internet became inundated with opinions from everyday consumers on Yelp, Facebook, and other websites.
The Newton company has since grown into the largest online travel service in the world, with 100 million reviews and 200 million unique monthly visitors to its websites.
TripAdvisor puts power in the hands of consumers, who can easily sort through unvarnished opinions and realistic photographs from fellow travelers. It displays hotels, vacation rentals, museums, and other tourist attractions in cities all over the world in order of their popularity among customers.
The company has had a profound impact on the hospitality industry, giving priceless exposure to tiny restaurants with no advertising budgets while holding hotel managers publicly accountable for lumpy beds and rude front-desk clerks.
“TripAdvisor has literally helped to reshape the industry,” said Henry Harteveldt, a travel analyst with the consulting firm Hudson Crossing. “They were the first to understand how consumer comments, consumers’ reviews, ratings could provide something useful, entertaining, and compelling and add value to the travel shopping and planning process.”
TripAdvisor, which had been part of Expedia since 2004, was spun off in late 2011. Last year, its first full year as an independent public company, TripAdvisor said revenue rose almost 20 percent, to $763 million. It earned $194 million in 2012.
That performance propelled TripAdvisor to the number 11 spot on this year’s Globe 100, the company’s first appearance in the annual rankings.
Chief executive and founder Stephen Kaufer attributes TripAdvisor’s success in part to the fact that his company was a pioneer in the industry.
“By virtue of getting in early, we’ve developed the scale in the reviews so that it’s been difficult for anyone else to try to copy our model,” he said.
Kaufer came up with the idea for TripAdvisor while planning a trip to Mexico. He started to hunt around online for any comments posted by travelers about three resorts that interested him. He finally came across a candid photo of one of them.
“It’s the proverbial back of the hotel that showed the rusted beach chair as opposed to the pristine windswept beach that was in the official brochure,” Kaufer said. He and his wife decided to stay elsewhere, and a company was born...