London pub furious after TripAdvisor refuses to remove ‘racist’ customer review claiming bar is overrun by ‘POLISH people’
The reviewer wrote the pub's "tranquillity and calmness" was spoiled by groups of Poles
THE owners of a quiet pub are fuming after TripAdvisor refused to remove a customer's review which claimed the pub is ruined by "groups of POLISH people".
The reviewer wrote the pub's "tranquillity and calmness" was spoiled by groups of Poles - but when the pub protested, TripAdvisor ruled the comment did not breach its submission guidelines.
The review for the Star and Anchor pub in Ealing, west London, read: "The place is really cosy, nice food, good beer and exceptional choice of drinks.
"But when groups of POLISH people arrive the tranquillity and calmness are gone.
"Then you will feel you are drinking in the toughest pub of Hackney or Brixton.
"Pity but it's true."
Ash Marsh has been the General Manager at the Star and Anchor for six years.
He said: "We received quite a negative, xenophobic TripAdvisor review on Saturday night.
"It was a really pleasant night on Saturday, lots of Christmas parties etc.
"There was a group of five Polish guys in but they were absolutely lovely."
When the management first saw the racist review they decided to report it to TripAdvisor instead of striking up a debate with the person behind it.
Ash, 34, who lives in Ealing with his girlfriend, said: "We didn't really want to get involved with the unpleasant person so we spoke to TripAdvisor instead.
"We were surprised that they thought it was acceptable.
"It's just a bit shocking in this day and age in one of the most cosmopolitan cities in the world."
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The Polish community of Ealing is the largest in Europe outside Poland, according to local historian Piotr Stolarski - who estimates there are as many as 30,000 Poles in the area.
Ash added: "You would think that things like that would be something that they would take down.
"We pride ourselves on being a really friendly pub and we welcome absolutely everyone.
"I hope TripAdvisor review their policies in the future."
The email the TripAdvisor Support Team sent to the pub management said: "We've completed our investigation into your concern and have also evaluated all other aspects of the review in question.
"The review complies with our submission guidelines.
"Please keep in mind that user reviews are individual, highly subjective opinions.
"Negative comments directed toward your property may feel insulting but the reviewer is entitled to express their opinion relating to the experience - provided it does not otherwise violate our guidelines."
The Star and Anchor pub posted a tweet on Monday afternoon of the review next to TripAdvisor's decision to keep it online.
Twitter user Keith Blakemore-Noble commented: "Sad to see TripAdvisor are happy to support racist reviews.
"Reconsidering whether to stick with them."
The Star and Anchor asked TripAdvisor to rethink their decision and the review has since been taken down.
Ash added: "Everyone gets the odd bad review but nothing like this.
"We can take someone saying that their steak isn't perfect - but if they start commenting about our clientele that's a step too far."
Last month, TripAdvisor was slammed by guests at a Tenerife resort after negative reviews from families struck down with diarrhoea bug cryptosporidium were removed.
Meanwhile, another pub owner told how he was blackmailed after a guest allegedly threatened to leave a bad TripAdvisor review unless he gave out a refund.