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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 1 of 2)
Robert Lewis Jul 2nd 2012 8:09AM
I have written many reviews on TripAdvisor and read even more. I am surprised that anyone would fall for phoney reviews the way the writer of the piece has.
When I read reviews I always check negative reviews first and see whether they are consistent, whether the reviewers seem to have an unreasonable ax to grind, and note the percentage of the reviews which fall into the different categories. Likewise, if there are outstandingly good reviews, I look at the reviewers' other ones. Everyone I know who reads on-line reviews follows similar practices, and it isn't hard to come to a reasonable conclussion about a hotel or restaurant. I can honestly say that I cannot remember ever having had an unpleasant surprise when arriving a a place whose reviews I've checked.
One additional suggestion: whenever possible I also check a place's reviews in a AAA TourBook; for all their weakneses, I've found it realtively rare to find a well-reviewed AAA hotel or restaurant that's really bad, and, coupled w/ Trip Advisor reviews, it's not hard to avoid really unpleasant surprises.
David Jul 2nd 2012 11:34AM
Also I suggest looking for a common thread between the good reviews and the poor reviews. For instance I was reading a review about a Vegas show... Some love the adult nature of the show and some hated it. The only real value here is that the Adult nature of the show was overt and since that sort of thing doesn't bother me I went and loved the show. Remember when someone feels as though they have been done wrong they will tell as many people as they can. Thanks for the Insights Robert!
Adele H. Jul 2nd 2012 8:22AM
Maybe he should stop using TripAdvisor since he's had such bad luck. Plenty of other places to read user's reviews.
Hunnie Jul 2nd 2012 8:25AM
You must review and check out the hotels first...NEVER go by what a web site tells you and when you arrive at the hotel check it out first b4 your money hits the desk. Its YOUR MONEY...Pain in the butt YES but its your family or self .
fort myers chuck Jul 2nd 2012 8:29AM
The first thing you should check ifyou can is the year of the cars in the parking lot, if one is shown. I had seen hotels use pictures for 1979, in their 2000 magazine and computer ads.
diana brown Jul 2nd 2012 8:43AM
we followed trip advisor on red roof inn in fayetteville arkansas-booked it and got the shock of our life-very nasty -towels had stains on them -bathroom tub was stained and looked like had mold-could not go elsewhere -due to rooms in that area booked due to ballgames tourneys. i shutter to think about that room and those towel-the towels were also so thin and rough-did not expect a 4 or 5 star-but a clean more updated room. your right to double check on a hotels-i did write the hotel chain to let them know how bad it was and also the pool closed and it was june.
Gadfly Jul 2nd 2012 12:20PM
Over time you become aware of the hotel/motel brands to avoid. Several brands that used to be a good value are now, via change in foreign ownership and management (which borders on a monopoly), very shakey when it comes to cleanliness and service. We have resigned ourselves to having to pay a little more to avoid unpleasant quarters.
Phoff Jul 2nd 2012 1:10PM
We use Red Roof Inns on a regular basis. You have to understand that they are not the Hilton or the Ritz Carlton...But for the price you get a clean and comfortable no-frills room. Here in the Michigan area they are in the process of refurbishing their motels..one at a time and usually give a re-opening special price to regular users.
Winter holiday prices have been $40.00 per night and over Christmas they give 2nd night for $10.00
Last week I paid $60.00 (summer prices) for a double near DTW Metro airport
I did have a complaint once ( last Fall) about a sticky toilet that took 15 or 20 minutes to recycle between flushes. When I e-mailed my complaint I received a personal call from that manager and a voucher for a free night. Like most of life..present your problem in a reasonable manner and you'll get a reasonable response.
mary collins finn Jul 2nd 2012 11:21AM
For someone who has traveled as much as I have, to all corners of the world, I have resorted to Trip Advisor hardly at all. I find the reviews on Hotels.com, Expedia.com or Travelocity quite helpful and accurate - allowing for the fact that some people are impossible to satisfy. The few times I have referred to TA, I have found too many glowing reports that are not borne out by the ones on the other web sites. So maybe this writer has hit on something - that TA weeds out the negatives? In the end, I usually am so busy enjoying my travel to a new place that I care little about the decor of my hotel room!
Elliot Jul 2nd 2012 8:50AM
Many of us rely upon reader reviews before going to a hotel or restaurant. We have another obligation. We should all review the places we stay and eat at irrespective of whether the experience was good, bad or neutral. Websites like Tripadvisorcom make it easy to evaluate hotels and restaurants because they ask you to rate specific aspects of the establisments.
Another factor that we must all be aware us is that many hotels want to be pleasing and will make the necessary upgrades after reading what peopel say in Tripadvisor and similar websites. We went to a hotel recently that had very poor reviews. We needed that particular location and the hotel was the only game in town that met our requirements. We were pleasantly surprised because the hotel also read the negative reviews and made the necessary upgrades
Genius at work Jul 2nd 2012 9:40AM
IF what your saying is true, then how can we trust this report?
Kayla Jul 2nd 2012 10:49AM
As far as the boooking.com is concerned, don't trust them. If you want information about the hotel itself, call their reservation center or the hotel directly. The hotel sells the 3rd party the rooms for them to do whatever their liking, so the hotel really has no control of what is advertised on a website that is not their own.
von livesay Jul 2nd 2012 11:38AM
i used trip advisor for a hotel in calera, alabama this june. Should have listen to review (complained of bedbugs). when my husband pulled back the sheets, there were bugs (Bedbugs or fleas?) on the bed. Room smelled musty and like a dog had been in the room . an inspection of the floor revealed dog hairs.also the pool was closed. we were in the back of the hotel close to the garbage bin, smelling the stench.After advising the manager of the situation, he refunded our money with no apologies. we went on to alabaster, where we found an older hotel, but it was very clean and comfortable . Advised anyone , before you pay, check the room first.
lilredfox Jul 2nd 2012 11:53AM
i recently went through a similiar experience myself...booked a 5 night stay for my birthday week at the singapore motel in wildwood nj...THE ABSOLUTE WORST...the place was filthy...the windows were filthy, the rooms were filthy and cramped...when we asked when were they going to change our beds they replied that they only clean rooms every 3 days...on the third they MADE our bed (the sheets were never changed), we slept with a chair propped under the door, i kept a mace gun under my pillow & my husband kept a tazer under his...sex was out of the question...i could go on & on...IT WAS HORRIBLE...by the time my birthday came around i just wanted to go home...we just left the key on the table and went home
Bob Jasinski Jul 2nd 2012 11:49AM
There are only two (2) consistently reliable travel review sites: AAA and Fodors. AAA conducts annual on site reviews of of every lodging establishment rated 4-diamonds and above, and, on occassion, AAA inspectors spend the night.
As for tripadvisor -- beware. I suspect that many of the glowing reviews are bogus. Several years ago I compiled a comparison chart that I sent to tripadvisor regarding the unusually high number of reviews (all of which gave the highest ratings) for a five unit lodging establishment in Eureka Springs, Arkansas. Interestingly, it had twice the number of reviews posted than the 550 room Fairmont Chateau Whistler. How could this be? Also of interest was the fact that almost every review review was posted on a Tuesday or Wednesday by a "first-time reviewer." And better yet, how could it be that it remaied NUMBER ONE on tripadvisor even after it went out of business?
As an owner of a lodging establishment, I suggest that you read the article about travel reivews in Budget Travel Magazine. It recommends that you knock out the high and low reivews. It also rated AAA and Fodors as the most reliable.
Another interesting fact is that tripadvisor, which has no problem publishing negative reivews, will at times, refuse to publish positive reivews. Interestingly, this problem does not exist when a property is picked as an annual award winner.
As to how bogus positive reviews get by tripadvisor's so-called review process, I suspect that some lodging sites are using "ghost surfing" programs that hide the true identity (ip address) of the reviewer. Bogus posters are also getting smarter -- they post numerous reviews, thus giving the impression that the review is legit.
My advice to you is before deciding on the highest rated property, read the reviews to see if they sound too alike. For example, does ever reviewer review refer to the innkeepers as "Jim & Linda" and never "Linda & Jim"? If the content and style are similar, chances are that they are written by the same person.
Cigary Jul 2nd 2012 12:07PM
I travel quite a bit and know about this kind of shady activity that hotels use to make it appear as if they are more than they are. A good travel person knows that you educate yourself and do your research and look at more reviews about a hotel you have your eye on. You can usually tell a bogus review from a "planted review" because an honest review goes into detail by the reviewer. If I don't see a review that has enough detail on it that means they use "planted reviews" to sell the hotel...I won't go there.
sunny Jul 2nd 2012 12:45PM
For the most part, I trust Tripadvisors reviews but you have to read them with a grain of salt.
As mentioned in the article overly glowing reviews are of course suspicious...but so are the ones who are written by the people who are used to staying at $300 a night 4 star beach hotels and wind up at the local La Quinta that I love because their car broke down on a Sunday night..
They will complain about every little thing and I think the place is great.
Different places mean different things to different people.
And no...the pictures on the web sites mean NOTHING.
Sunny Jul 2nd 2012 12:48PM
And if I have a complaint OR a compliment about a hotel I have reviewed on TripAdvisor, I always e-mail the general manager directly. I always get a straight-forward personal and prompt response.
SEAPAL Jul 2nd 2012 1:26PM
Trip Advisor's rating system is flawed. They do not verify suspicious repeat comments, they do not divulge how they arrive at their star ratings, they demote positions arbitrarely, they do not consider the number of comments in their ratings and worst of all, they never personally verify the establishments. We have read many comments on lodging sites in Puerto Vallarta, Mexico, which were obviously written by people who were offered incentives by the owners. After visiting some of these establishments we were disappointed that details such as noisy locations, difficulties to reach by walking, remote from basic services such as restaurants and shopping were conveniently omitted. Therefore, it is our recommendation that before deciding on purely Trip Advisors ratings, the travelers check other travel rating agencies such as AAA, Lonely Planet etc.
Julie Meyers Jul 2nd 2012 6:17PM
That's what you get for allowing yourself to be seduced. Married man, shame on you ;)