Fake hotel reviews on Trip Advisor and other hotel web sites
 

The New York Times today has an article on how hotel operators are offering bribes to guests in return for posting favorable reviews on these kinds of sites. Makes you kind of skeptical. Sorry I do not know how to post the link but it is in the business section of today's, (Tuesday's) New York Times.

Given the way the system works, it was inevitable that greed would prevail.

Yes, this happens all the time on citysearch for restaurants. I tend to trust trip advisor a little more and read through the reviews before making a decision. The reviews that read "Wonderful, great service, wow", I tend to ignore and pay much more attention to the detailed review. Obviously people have differing standards, but its better to have the reviews in tripadvisor and fodors forums than not have them at all. They have helped me enormously in my recent travel plans.

Here's the link:
http://www.nytimes.com/2006/02/07/bu.../07guides.html

I've become VERY suspicious about Tripadvisor reviews. I always come HERE for honest, impartial and up-to-date hotel reviews.

I try to read between the lines as much as possible on TripAdvisor. I do not necessarily agree that people here are any more honest than anywhere else but obviously nobody HERE is being bribed by a hotel...some of us go on and ON about our favorite places (I wish the Covent Garden WOULD bribe me but they're too cheap!).

But there have been some "reviews" here about hotels in which the very same things were said such as "the staff was rude" or "the rooms were small" or "the bathroom was filthy" without any further explanation or any attempt to be more objective.

I look at TripAdvisor and Fodors when making a choice on hotels. I also read other travel websites and periodicals. I realize some of the reviews are plants (the ones on Fodors typically get smoked out pretty quickly since first time posters with rave reviews raise the troll alert). I recognize the reviewers on Fodors and put a lot of confidence in some of the regulars. Sadly some whose reviews got the greatest weight no longer post here.

I own three restaurants in Phoenix, and we are reviewed on City Search, had no clue till they sent me a copy, but I see why hotels and restaurants get intimidated, some of the things I have read about me and my restaurants even on this site have been ridiculous, BUT, you learn to live with both sides, that's life!

Reviews on hotels and restaurants on tripadvisor, Fodors, and other sites must be read with some skepticism. With time and experience, I have tried to read between the lines and eliminate those that I suspected were phony and planted.

It is great that the NYT published this warning, and great that this info is disseminated on Fodors. ((Y))

I have read about at least three places in Rome that specifically ask their guests to post reviews on TripAdvisor. According to the article, this is bad practice and can result in reviews being pulled, if the site finds out.

Can anyone report being solicited for a review (it's never happened to me)?

Since I don't base my decision solely on reviews I read, and feel I can read between the lines most of the time, I don't see this as a huge problem (for me personally). Trip Advisor is a resource not the final word.

There have been other articles about this issue and I think it's good to keep a skeptical eye. I even saw a letter in Budget Travel magazine where someone wrote in questionning a prior letter's rave reveiw of some place. The writer had researched the author of the original letter, and discovered the connection.

In any event, I think Tripadvisor is particularly helpful when there are consistently negative comments, and I agree that there is a wealth of experience on these boards.

In my opinion, any review that isn't backed by a few months of the poster's visibility in a travel group isn't worth reading, because it's either

o A paid testimonial (see: bribe)
o The hotelier's brother-in-law
o A competitor's badmouthing

Some of the more clever operators might pose as a naïve tourist "before" a trip and then "return" with a glowing review, but this is probably rare. I know that's how I'd do it if I were in the business.

The most blatant examples are the first-time posters whose language sounds like a travel brochure. These are worth reading for their comedic value.

What adds further interest is when an establishment's rebuttal to a negative review is published on TripAdvisor.

I love Trip Advisor as a great tool in planning accomodations. Most places I have left reviews, management wasn't even aware of the website. As a mom, I have a different view of how accomodations work for a family, and am happy to share that with others, in turn I have gotten same great advice from other families taking time to post their experiences.
Tiller

Gotta love some of the reviews on this site of hotels and apartments from people who have never even stayed there!

Hi

I'm not surprised by the article, which I've just read. I've posted both on Trip Advisor and here in response to peoples questions. This past Fall was the first time I posted on Trip Advisor.
People have got to read various reviews from Travel Guides, web sites or word of mouth. I usually have preferences for foreign owned chains. Another factor is the location of the hotel. I've found without a map, some of these reviews may say near by X plaza but you see it on a map and it is a distance away. There are other web sites also. People should go back and read travel guides to get a better idea about hotels, restaurants etc.

I've used Tripadvisor for years as just one compnent of how I choose a hotel. I always post my reveiw when I return home. Anyway, to answer WillTravel, when I told the desk clerk in Venice that I was so pleased with her hotel and the wonderful service that I intended to write to the Gianetti Group (owners of the hotel). She asked that I also post to Tripadvisor. I did both. I was not bribed - indeed I mentioned it to her the night before checkout so there would have been time for a bribe. I believe she asked so that her hotel would stay in the top 5 for Venice.

Hi richardsonsnm
>I own three restaurants in Phoenix,..some of the things I have read about me and my restaurants even on this site have been ridiculous, BUT, you learn to live with both sides, that's life!<

That's the whole point, sir.

Honest people give their honest reports.

We know that everyone has a bad day, or a bad reviewer.

That's why we look to see if the poster has done something more than give a rave review or a complaint.

((I))

I haven't seen one for some time, but long-time posters here will remember the bogus reviews from the establishment at 57 via Cavour in Rome. It also changed its name several times.

At one point, thanks to constant posting by the hotel, the dump was actually rated No. 1 in Rome.

If I knew what name it was operating under today, I would try to look for it on Tripadvisor, but my guess - hope? - is that Tripadvisor has caught on and banned it from the site.

Only a few days ago, I looked up a hotel on Tripadvisor. Amazingly enough, there had been no less than a dozen absolute raves in the second part of January 2006. I hope not many people would be fooled by something that blatant...

How far do the bad reviews and the good reviews have to be spaced apart before you think they might be legit, Eloise?

Intrepid, I would like to answer that question as it deserves...

Here's a Washington Post feature on hotel reviews that ran in September:

http://www.washingtonpost.com/wp-dyn...092300612.html

On our first trip to Rome this fall we stayed at the Nicolas Inn, mentioned on this site and also Tripadvisor.

It is trated #1 on Tripadvisor for a bed and breakfast. It really did live up to my expectations and even exceeded them.

Melissa Nicolas is very web savvy and knows the power of the internet. She also works very hard to keep their positive reputation.

She did send me a thank you for staying with them and did mentioned that if I was pleased with our stay to submit a review to Tripadvisor.

Would anyone have a problem with a request like this?

I can't remember ever having such personal service without having to tip the concierge ;;) so of course my review was very positive but also factual. Deborah

Why would a hotel bribe somebody to post on Trip Advisor if one can do it 1,000 times without registration, so they can do it themselves?

I wouldn't have a problem is someone asked me to post on Tripadvisor after I told them how much I had enjoyed my stay.

I try to post to Tripadvisor regularly, and to give a detailed pro and con review. So those are the type of reviews I look for. Nothing, anywhere is absolutely divine, perfect, and glorious, even if I say it is. ;-)

Now if only someone would please offer me a bribe. It might buy dinner, or at least lunch.

I find reviews on TripAdvisor quite helpful and, often, very interesting. I think you can usually tell the bogus ones.

It's a bit curious that owners/managers who don't care much about the decor, cleanliness, service provided by their staff, would take the time or bother to post reviews under many names or get others to post positive reviews for them.

Bravo to the NYT. I read tripadvisor reviews one time and I will never use them as a source of reliable information. As a resident of New Orleans and an employee in the hotel industry, I know many of these hotels personally.
Tripadvisor also posted messages that on ALL New Orleans hotel listings that they were closed due to the hurricane without even making a phone call to verify or update the information. I was called by several guests looking for hotel rooms who were relying on this bogus info. Tripadvisor called me with an apology and updated our listings. They admitted it was something they did without verification.
As recently as last week, I had another call from a guest complaining that most of the hotels were still listed as closed.
Personally, I use the Fodor's and Frommer's travel guides and have not been disappointed. I found the guides are accurate when it came to every level of hotel, bed and breakfast or hostel.

What annoys me is how careless some people are when posting. 5 or 6 times I've found posts that obviously were not about the hotels listed. twice I've found posts on L'Angleterre on rue jacob that were confused with another hotel with a similar name on the Right Bank. Twice I've found reviews on a hotel in Venice proper mixed up with a similarly named hotel on Lido.

I think you have to check ALL the reviews and form your own opinion. Also take into regard the very subjective view of the posters. I have a favoite hotel in Paris I've stayed in 10 or 12 times..but I've read reviews about the coolness of the staff and the decoration..I've never found the staff "cool",just very French. And I like toile!

Eloise,
That hotel (58 Via Cavour) now goes by 58 Le Real de Luxe. I called them out fairly blatently here on Fodors and the owner (posting with a name of lionel_1 or something like that) posted several hysterical posts and concluded by accusing me of owning a hotel of my own in Rome. Very strange. I believe Tripadvisor deleted some of the more bizarre posts

I have looked at so many websites for Paris hotels that I entertain myself by reporting pirated photos submitted by reviewers to TA (who promptly remove them, as I can also provide a web link to prove it).

I agree with jody, one of the reviews on my favorite hotel, the D'Angleterre, in Paris, was posted by a person who has never been there, not been inside, nor has she seen a room, but she gave it a rating based on what she has heard. That was on Virtual Tourist which I think is written by many real and virtual travelers, ..this one I think was written by a Virtual traveler.
TripAdvisor, as I am learning, is a mess. They allow as many screen names as one wants, so some people post a question, answer themselves and talk among themselves all about ducks or hotels or carriage rides. It is maddening when a person wants to be helpful and have some one post just to have a pleasant conversation with themselves.
I read a review recently on TA where someone complained about a hotel and the next posting was obviously by an employee who was terribly defensive and rude.
Then there is the post from a hotel/motel manager who tried to explain why a customer who reviewed the bad experience in this hotel/motel, was treated the way they were.
I don't think I want to hear from the manager or employees, do you?

I love it that the Times published this..

I have posted reviews on Tripadvisor even though I was not requested to do so. I don't have a problem with a hotel asking guests to post reviews; I do have a problem with a hotel paying someone to do so. Tripadvisor has been very helpful to me in my planning, especially the negative comments.

Great article! I do not rely on any single source, and yes, I have learned to spot the fishy reviews. After reading enough Oregon forums, it gets pretty obvious, lol!

I posted a negative review on TA once, and the next review questioned my comments. I knew it had to be a hotel employee because they commented on things I did not mention. I wrote to TA and thankfully they removed the bogus review.

I use both Fodor's and Trip Advisor. I do look for a hotel with many glowing reviews followed by a posting that says "I used xxx for my decision and was really surprised when I saw it for myself." Travelers who are very disappointed in what they find tend to convey their reaction. Of course, you also have to weed out the negative reviews that might be coming from a competitor.

I just received the March Consumers Reports. There is a small article:

"Trip-advice sites
Beware the kindness of strangers"

They were especially critical of TripAdvisor and Epinions. ((R))

>Why would a hotel bribe somebody to post on Trip Advisor if one can do it 1,000 times without registration, so they can do it themselves? <

Because they're too lazy both to post themselves and to provide the kind of service that would generate positive reviews without bribery.

I do post at Tripadvisor after most trips. I have my email and hometown listed. I also post both good and bad things about a place. So, if anybody reads my review, it should be apparent that it's a honest and neutral comment.

(Sorry if this post twice - I seem to be having posting issues)

This is quite worrisome. I reserved an apartment in Edinburgh, The Knights Residence, based in part on the TA reviews. The reviews were all positive although some did mention negative aspects. It met all my requirements - serviced apt. in Old Town for under $200/night with a reasonable cancellation policy. Their website even had a video tour and interactive maps of sights, restaurants, shopping etc. I could not find a review of the establishment on this site but haven't found any negative comments on the internet. Should I worry?

Hi noprob,

In reality, the percentage of establishments that are influencing the reviews on websites like Tripadvisor is probably very low. I suggest reviewing the reviews that you did read and looking at them for details that someone who never stayed there wouldn't be likely to provide.