The Allure of a Hotel, Like Beauty, Is Often in the Eye of the Beholder

I can remember being crushed a number of years ago about a less-than glowing review about one of my books on Amazon.com. Not only was it not especially flattering, but the person’s claims were flat out wrong. I was lobbying for another book contract at the time, so of course I was particularly sensitive to anything less-than complimentary about my work. Fortunately an editor told me not to think twice about Amazon.com reviews; apparently they mean nothing in the publishing world. At least that was the case at that time.

The Internet has indisputably allowed every Tom, Dick, Harry and Louise to be a critic. But how much of this is really viable? How much can you count on these two-penny thoughts for your own information? I don’t think you should rely on these reviews nearly as much as you might think.

As a travel writer, especially as one partnered with a hotel G.M., I’ve been hearing a lot about TripAdvisor.com for the past couple of years. The weight they carry in the hospitality industry has surprised me. Do I really want to plan my trip based on other people’s opinions, especially when I know nothing about these other people? What makes them an expert? I don’t even consider myself such an expert which is why I prefer to tell stories about places and experiences as opposed to giving them a full on rating.

My suspicions about the validity of reader-based Internet reviews were put to the test recently when I stayed in a leading lodge in one of our most high-end mountain resort towns. (I prefer not to name either the lodge or the destination since I try not to be in the business of dissing a place.) I enjoyed a perfectly nice stay in this establishment, however, I had to continually adjust my expectations throughout my stay. Here are some of the property’s shortcomings that bugged me:

-There was no daily housekeeping service. What a shock, especially upon returning to my room the first day and seeing that no one had come by to tidy up! This would have been far easier to accept had I been informed of this upon arrival (either by the reception or by a sign in the room). It also would have been nice to have received some sort of gesture such as “But if you need anything in particular, feel free to contact us.” Fortunately I’m a neat person. Yet I was happy to flag down a housekeeper for a few extra washcloths halfway into my stay.

-The concierge service advertised amounted to a table in the lobby piled high with brochures. Had there been just the right personal touch—even by the front desk person—I would have learned about a wonderful (and free!) concert that was taking place next door to the hotel the day after I arrived.

-It seemed like a real bonus that this establishment offered a complimentary breakfast on a daily basis. Too bad it was served in a dreary, windowless conference room.

-I learned the hard way—while pushing a luggage cart overloaded with bags and other cumbersome items including a guitar—that bell service was only provided in the winter. What, don’t we travel with tons of stuff in the summer as well? I didn’t even have a cooler.

It seems as though all the above might have been introduced as cost-cutting measures. You know what has happened to our peanuts and pillows on the airlines. Now it’s time to brace ourselves for the adjustments being made in the hotel world. Once again, all this is far more acceptable if we have a head’s up, perhaps in the form of a kind word from the front desk agent upon check in.

So after having experienced these glaring inconveniences, I decided to look this lodge up on TripAdvisor.com. I was amazed to learn that it was one of the top-rated hotels of this chic mountain town. Amateur reviewers had also weighed in generously and favorably on the breakfasts (which were apparently previously served in the hotel’s restaurant), concierge services and much more. I checked twice to make sure we were all talking about the same place. Indeed we were.

If you’re a TripAdvisor groupie, I’ve perhaps burst your bubble. Now here’s what I think you should do to facilitate your travel planning: round up your information from a variety of sources including social media sites, then call the establishment and ask some very pointed questions. Feel them out, size them up, gather your data and impressions, then go with your gut. Ask friends and family about their recommendations as well, especially if you share similar tastes. Consult blogs like mine but remember to always read between the lines.

Whether it’s Amazon.com, TripAdvisor.com or any other similar forum on the Internet or elsewhere, take everything with a grain of salt. I love the French expression that validates the idea that everyone has their own opinion. Indeed les goûts et les couleurs ne se disputent pas, or you don’t argue about taste and color.

Beauty (and often service and lots of other amenities) is indeed often in the eye of the beholder.