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Are hotel reviews really trustworthy?

10/10/2013

8 Comments

 
Picture
Downhill Beach House, Northern Ireland – by © B.E.S.
I am asked questions about all types of things – from travel-related questions to photography (of course, as these are most relative to the blog here), as well as personal and quirky questions. And besides the typical “Where should I go?” or “How do I do this or book that?”... One of the more common questions I receive are based on authenticity. People are curious about travel and want to do more of it, but a lot of people are afraid – they’re afraid for their safety, scared of bad things happening, as well as making bad decisions that could jeopardize the quality of their trip. For a lot of folks out there, their chances to travel are based on the amount of time they can take off work, which more often than not is so minuscule (like a week or two, a year) that it would be truly awful for them to have a negative experience while traveling – which is totally understandable.
Speaking of questions and authenticity, one of the more common queries I receive is if hotels abroad and hostel reviews on booking websites can be trusted or not. I can only speak from my own experience, with mostly my own opinion here, but I thought it would be nice to talk a little on the subject for a few moments. Whenever I’m asked this, I immediately think back to when I worked for a hostel booking company in Europe. Although I only worked in their office for two months and less than a year all together, I recognized some interesting things that crop up in that line of business.

First off, YOU WOULDN’T BELIEVE some of the insane, whimsical and obscene comments that people post. So, yes, you must have someone monitoring the content that’s submitted to these types of websites. Some of the most amazing and ridiculous comments were passed around the office as a joke, right before they were denied and deleted from the website. However, there was never a usage of propaganda or anything – if a hostel had an honest bad review, then it stuck and the hostel had to deal with its consequences... But when a customer complains about the silliest things or something that’s a one time in a million chance of ever happening, then you must use your better judgement as to what’s fair to the customer AND the facility.

Now, I must say that not all reviews are creditable and not all positive/negative rates are fair – and like most things in life, you must use your best judgement. Decide on what your needs and wants are and choose based on the information available, and yes, the reviews as well – because as old as the sales industry is, so is the need for testimonials. But do keep in mind that, YES it’s possible to have a (rare) bad experience at a place that has an 80%+ positivity rate, but the vice versa can be true too – but some of the fun of travel is the spontaneity and the randomness of it, for without that, travel is just another day in a not-so-familiar place.
8 Comments
Daniel Roy link
10/9/2013 09:53:51 pm

I always pay closer attention to negative reviews than positive ones. When people have a positive experience somewhere, they're bound to gloss over the negatives when they're writing a review, because they want to convey their enthusiasm for a place.

Now, not all negative reviews are worthwhile, but the reasons they complain are often telling. For instance, I'm a grumpy old dude, so party central hostels are really not my thing. If someone complains that a hostel is boring and the owners are strict about alcohol on the premises, then chances are I'll find it quiet enough to my tastes.

Then there's what people consider worth complaining about. If someone complains of stained sheets and bedbugs, that's a surefire sign not to go there. But if they're complaining about, say, a lack of pool or having no airport pickup, chances are the place is great if you're used to budget hotels.

The key when you read a review is to try and identify if the person writing is the same type of traveler as you are. I think the age of 'one-size-fits-all' travel reviews a la Lonely Planet is over. What I want is hotel reviews from like-minded travelers.

Reply
Brandon Elijah Scott link
12/12/2013 08:56:45 pm

I think that you have a great point in your comments! Paying attention to negative comments could be very beneficial. There is also the option of comparing different review sites. When choosing I think its best to have a well-rounded understanding of what everyone has experienced.

Reply
Ian Phillips
10/10/2013 12:33:44 am

I post a lot of reviews on tripadvisor. I read a lot of reviews too. Look at the top and see excellent vs very good vs avg vs poor vs terrible. If you see far too many fall below the excellent/very good line watch out. Reviews are still subjective but I look for people who seem to think they way I do. However I do find myself thinking critical of those who write a good review on a hotel that I found questionable. In the end it is a guideline but it may give you a reason not to book that one

Reply
Brandon Elijah Scott link
12/12/2013 08:59:31 pm

Agreed! Choosing a hotel can be a daunting task. I hear stories quite often about how choosing the right hotel abroad can be intimidating if they have never been to that destination before. Plus, there are so many different promotions, discount programs, and things of this nature that sometimes we can be enticed just via price. Read the ratings!

Reply
Deia link
10/10/2013 12:59:49 pm

I agree on the thing about negative reviews that Daniel Roy posted above. Also, I put more weight on the reviews posted by users who have written a lot of reviews.

Reply
Brandon Elijah Scott link
12/12/2013 09:02:04 pm

Reviews are very important. Before starting any search I always suggest that the person ask themselves what type of accomodations they prefer and what their budget will permit. With this knowledge a person can really pinpoint what they are after and focus on only the reviews for these type of hotels. It will save you time!

Reply
Travefy link
10/11/2013 04:52:08 am

I agree 100% with the above. Most people tend to only review if they have had an extreme experience, so I discount them. The best reviews are from people who have reviewed many properties.

Reply
Brandon Elijah Scott link
12/12/2013 09:04:43 pm

I couldn't agree with you more. There has been speculation that reviewers are paid off to post a good review. Trust your intuition and do your research. People who post regularly, and have a mix of posting both positive and negative reviews for a variety of hotels are usually on the up and up.

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