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How To Spot Deceptive Hotel Websites And Fraudulent Trip Advisor Reviews
I was seduced by a lovely brunette lounging in what looked like a gorgeous pool. But I was looking for a hotel in Naxos, not a date, and should have known better. The website of the Aeolis Hotel looked superb, the price was right, and when I read a review of the place on Trip Advisor, which claimed the hotel offered "5 stars rooms," I was sold.But when I showed up at this hotel with my family a couple weeks ago and saw the pool (see photo above), I immediately knew we were in for some surprises. It was a tiny little affair, completely surrounded by the building on three sides, with just a couple feet of walking space. Clearly the hotel had a very clever photographer who was able to mask how humble this little pool was.
Our "junior suite" was advertised on the website as a "spacious suite" with a Simmons mattress but was, in fact, cramped and featured a bizarre, broken bed canopy that was hanging by a thread, drooping into our faces (see photo below) and an old mattress about as comfortable as a bed of nails. Shortly after checking in, I logged back into Trip Advisor to read the "5 stars" review that had stuck in my head. The review, allegedly written by one David Lockett from Liverpool, England, is pasted here in its entirety:
"Excellent holidays in this hotel"
Reviewed March 20, 2010
it is an excellent hotel with comfortable 5 stars rooms and bathrooms. The breakfast was very good, and so was the service.The owener was very friendly and cooperative. My family and I are looking forward visiting again the hotel this summer!
Why hadn't I noticed that this was the only review "David Lockett from Liverpool" had written on Trip Advisor? How had I not noticed the broken English? Clearly someone affiliated with the hotel wrote this review but I hadn't caught the deception on first glance. After suffering through this hotel's appalling breakfast for four mornings, I was 100 percent certain the review was false because no one in the their right mind would make a point of commending the Aeolis's breakfast.Trip Advisor claims that it monitors reviews and attempts to weed out bogus ones but they obviously miss some, including this one. Additionally, they refused to publish my review of this hotel because I referred to the bogus review from "Liverpool." On the other end of the spectrum, they also cave in to business owners in removing negative reviews without justification.
Two years ago, I left a negative review for a truly awful Mexican restaurant in Big Fork, Montana. Trip Advisor published the review but days later it, and 3-4 other awful reviews from other diners were mysteriously all gone. If you look at this restaurant's reviews on Trip Advisor now, they're all 4 and 5 stars, apparently because the owner somehow intimidated TA into deleting the negative ones.
I complained at the Aeolis hotel in Naxos and was offered a 5-euro per night discount and, in fairness to this hotel, the place was adequate for the price we paid. It just wasn't nearly as nice as the website and the bogus review I'd stumbled across suggested. I've been burned by deceptive websites and bogus reviews on many occasions. Here are a few tips to try to avoid a similar fate.
Don't assume the hotel will be as nice as it looks on the website. Photographers know how to use wide-angle lenses to make things appear more spacious than they are. Be suspicious of hotels that show photos of just a fraction of their pool. Several years ago, my wife and I stayed at a place called Enchanted Waters on the island of Tobago, and were sucked in by a photo of a seemingly luxurious pool with a waterfall next to it.
The reality turned out to be a very small little pool with a non-functional waterfall that was situated right next to be a very busy road. Take website photos with a massive grain of salt and also be very suspicious of hotels that show photos of everything but their actual guest rooms.
Look at the traveler photos on Trip Advisor for an unvarnished look at the hotel. Clicking through the traveler photos on TA can be tedious, as some people put up extraneous photos of themselves posing with iguanas and other nonsense that does nothing to inform one's hotel selection decision. But you can also see the reality of what you're getting into, unedited by hotel management. If we had looked at the traveler photos of Enchanted Waters on TA, we never would have booked there.
Ask if there are specific photos of the room you'll be staying in. If you're staying in a big chain hotel, chances are there isn't much variation in rooms, but if you're staying at a smaller, independent place, the differences between rooms can be very significant. Many hotels will just vaguely say, "Look at our website," but try to pin them down more if you can.
Last week, I booked a "family room" at the Halepa Hotel in Hania, Crete, and was enticed by the photo you see on the right. But when we checked in, we were given two rather small, very ordinary looking connecting rooms that were nothing like the photos we saw that were labeled "family room.""We have lots of different family rooms," the manager said.
When I pointed to the photo of the family room I saw on booking.com they said, "Oh, that's a mistake, that is our executive VIP suite." False advertising to be sure, but if I had to do it over again, I would have asked them if the photo I was looking at was indeed the suite I'd be getting.
Use Google Maps and Google Earth to pinpoint the location, not the hotel website. Almost every hotel claims to have a central location but in some cases, a place will claim they're a ten minute walk from the center, when in fact, Usain Bolt couldn't sprint there in ten minutes. Also, use Google Earth and user reviews of the place to determine if the area is pedestrian friendly and if the walk might be uphill or unpleasant in some other way.
Read the 1 and 2 star reviews of the place on Trip Advisor and disregard 5 star reviews from users with only 1 review. Let's face it, some people are never satisfied and they trash nice hotels online for bizarre reasons. Read through the bad reviews and determine if their complaints are pertinent to you. If reviewers note that the place is not how it appears on the website, be very leery. Likewise, it's probably safe to disregard glowing 5 star reviews from reviewers that haven't reviewed anything else on Trip Advisor.
Filed under: Africa, Asia, Europe, North America, Hotels and Accommodations, Middle East, Central America, Caribbean












Reader Comments (Page 2 of 2)
cheryl Jul 2nd 2012 3:28PM
always pay with a credit card that will dispute a claim for you!! bring your photos and the ones they listed in their ad! and there are no bars on the windows or doors.....when you arrive have the desk send a staff member with you to CHECK THE ACTUAL ROOM BEFORE YOU check in! If its disgusting....leave!! its better to pay more for a quality hotel down the road than to get this disgusted or ripped off!
Larry Dunmire Jul 2nd 2012 4:07PM
I've seen your VERY commercial "ad" placed all over the internet and just for the very reason would NEVER listen to what you're claiming .... this is NOT the place for commercial advertisement ad, and we'd be most appreciative if you didn't bore us with your unprovable claims!!!!!!!!!!! think of some other way to "selling" your stuff, "Joana," please !!!!!
Micki Jul 2nd 2012 8:48PM
I just read an ad for a hotel in Jensen Beach, Fl that advertised as one of the "near by attractions", the new Miami Marlins ballpark. The truth is that it is more than a 2 hour drive, each way, in good traffic conditions. This is not the first time I have seen this kind of false advertising for Florida. Your tip to use Google maps is a good one.
Susan Jul 2nd 2012 7:28PM
I use tripadvisor for research and do use it to search for restaurants as well. So far I have been pleased with the opinions and reviews I have received from other reviewers and I leave reviews as well for places I have been. For hotels I just wouldn't use trip advisor as my only source, I would check out several sites such as hotels.com and other search sites before just using tripadvisors recommendations. I do agree though, toss out the 5 star and 1 stars and look for the median review and individual pictures. But if a place has 4 and 5 star reviews from several (more than 10) people, I would think it was valid..
Rich Jul 2nd 2012 7:53PM
You always examine more than one review at Trip Advisor.
My negative reviews have never been taken down and I have no qualms about being brutal.
But TA will not take down bogus reviews.
I've pointed out the one review plant but TA refuses to take it off.
Sue Jul 2nd 2012 7:58PM
I have been a member of tripadvisor for many years, I travel a lot, 4 to 5 times a year, One of the things I love on tripadvisor is, customer pictures, I never go by hotel pictures, and customer comments, I try to read all of them, its a big help in me seeing where I want to stayand so far its been spot on, and if there was only 1 person talking about this hotel, and only 1 comment a red flag should have went up for you.
Alan Jul 2nd 2012 9:39PM
Some booking sites also may be guilty of unjustified hype in my view.
Example: Getaroom.com gives a 4* rating to the Henry VIII Hotel in London. Here is part of their writeup:
The centrally located Henry VIII Hotel melds state of the art facilities, unparalleled service and an enviable location to ensure a memorable stay in London for business and leisure travelers alike. Tastefully refurbished in classic style, the property is set in Bayswater, just minutes away from Kensington Gardens, Kensington Palace, Hyde Park, Portobello Market and the renowned Royal Albert Hall. Bayswater underground station and Paddington’s mainline train station are also within walking distance of the stylish hotel.
Henry VIII’s comfortable, well-appointed guestrooms come fitted with TVs, telephones, work desks, bathrooms, mini-bars and other amenities. After a busy day of work or travel, take a refreshing dip in the heated swimming pool, melt away stress in the sauna or simply grab a drink at the bar.
Clue that all is not as described: Guests give it 3.0 out of 5 stars. And the prices, very low for London, are another hint. The breakfast is quite good, if you haven't lost your appetite and checked out - as one couple did in disgust while I was checking in.
My own experience: room was extremely modest - a 1-2 star rating, most likely the former with a threadbare carpet - in a 4*! Bed was small and minimal. Well-appointed? For whom - folks with no money, no choice, no life?
And if the namesake king had been a guest there, unless things changed mightily since my stay in early 2011 (when it had a 4* rating - true grade inflation!), he would have treated the raters to the same fate as two of his wives - beheading (or maybe drowning in the pool).
That Getaroom.com never responded to my input also adds to their capital offense, as I am sure I am not the only one given the royal shaft at this venue. Whoever decides on ratings for that company or anyone who rated this property should be "berated" - and get a life, not a room.
JS Jul 6th 2012 2:30PM
I'm not sure I agree with the author's recommendation "it's probably safe to disregard glowing 5 star reviews from reviewers that haven't reviewed anything else on Trip Advisor."
I have only reviewed one hotel on TripAdvisor. I gave it a glowing review and 5 stars because I have never enjoyed a stay at a hotel more and felt compelled to review it for that reason! I also included my own pictures and many details. A better recommedation would be: disregard glowing 5 star reviews that are short on details and don't include any traveller photos. Better yet -- don't book a hotel on the strength on one review alone.
By the way, I've not reviewed a hotel since. Does that make my opinion less valid?
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