Question on authenticity of reviews
 

Last month I had a poor experience at a B&B, so posted a review on some of the travel websites where I usually do my research. We also sent an email about our concerns to the owners. They noted in their reply that had we not already posted a negative review on 2 travel websites, they might have considered our request for a partial refund.

Recently, I happened to notice that 3 new reviews for this establishment were posted on two travel sites (BedandBreakfast.com and tripadvisor) between July 12 and 14 (interesting because before that, there were only 3 reviews over the last 3 years-one being mine). All 3 of the new reviews are overwhelmingly positive. Tripadvisor indicates for all 3 reviews that these are their only postings on this site. It made me wonder if property owners sometimes post their own reviews?

No doubt, bridgoon, family members, close friends, employees etc. I have never been on BedandBreakfast.com as I don't care to stay in B&B's but I sometimes have looked at tripadvisor and have noted that not all reviews are trustworthy.

I imagine if one has been unhappy and desires a partial refund one should first contact the lodging before posting on any other website. And perhaps the best scenerio is to talk to the establishment before checking out regarding the negative part of the stay. I hope you next trip finds you in an establishment that lives up to your expectations. Best regards.

Thank LoveItaly-your point is well taken and we will do so next time. Unfortunately in this instance, the hosts went on vacation in the middle of our stay. We did not think it was fair to unload our concerns on the college student they had hired to make our breakfast while owners were away.

"It made me wonder if property owners sometimes post their own reviews?"

If those reviews on tripadvisor are the only "contributions" of the reviewers, I'd be a lot more suspicious as to their authenticity.

That is the problem with any web site -- trusting the posters. You really never know who they are or their motivations. Hopefully there are enough postings over time that you can judge the responses. And sometimes there can just be a bump and unfortunately you are it. I know, or at least they say they do, Trip Adviser works hard to filter out the fake review but am sure they are not successful all the time. And, of course, you have the other side -- someone who can turn a mole hill into a mountain just to make the place look bad. How big was your mole hill?

You need to read the reviews with a critical eye. Sometimes they are so gushing (sounding like a brochure for the establishment) that it's obvious it's been done by an owner or employee. You can, if you like, point this out on the sight.

It's generally a good practice to let the original business do their best to remedy a problem or compensate you before taking it to the next level. You figured that out the hard way this time.

I do believe there are many reviews posted by owners/managers or at the request of owners/managers, but you can easily identify them. They tend to be full of embellishments and details no actual guest would include.

I think the response that the owners, in your case, might have considered a partial refund had you not already posted two negative reviews on the web is quite reasonable. I, personally, always contact the owner/manager when there has been a problem and give them a chance to respond before posting a review on the web. I like to be able to include how they responded, or that they didn't respond, in my review.