“Worst experience ever! I’ll never stay here again.”
“Cheerful staff, good pub-style food.”
“Slept like a baby. A real find!”
“Terrible. We waited an hour for our food and then they got the order wrong.”
Oh, those online reviews. TripAdvisor, Yelp, Urban Spoon, Google Reviews, Expedia, Airbnb, VRBO, blogs, and travel sites; there are more every day.
Every time I read an online review, I wonder what it’s worth. How can I allow anonymous opinions to influence decisions that may involve thousands of my precious dollars? But I do. It’s hard not to. In pre-Internet days, I relied heavily on recommendations in travel guides. I still read those guides, but the sheer volume of online reviews and the specifics of those opinions make them irresistible.
Is there any way to be sure that reviews are fair and accurate? The simple answer is no. You can never be sure. However, with a willingness to invest some time and basic common sense, I think those reviews can work for you. Here I’ve listed some ideas for sifting through online reviews.
- Don’t believe everything you read, bad or good. This is the crucial point. Read every review with a critical eye. Stilted, “bumpfed-up” language that sounds suspiciously like promo copy is a red flag that the review may be a fake posted by the business owner or her mother. On the other side, a review that runs down a business in vague terms and suggests you patronize a specific competitor instead may come from the rival (or his mother).
- Read between the lines. Is the reviewer complaining about a situation beyond the business’s control? Could it have been a one-time problem? Is the reviewer so angry about something that he or she is completely unfair? Sometimes a negative review is clearly based on a situation where any reasonable person would side with the business; e.g., I’ve read a review where the writer complained that the manager shut down their fun late-night party “just because” other guests were disturbed by the noise. This is not a legitimate basis for a negative review.
- Match your own expectations and standards against those of the reviewer. What you want from a hotel, restaurant, or tour may not be the same as what the writer wants. He might complain that meal portions are small, but if you’re a light eater, you might prefer small portions. She may be thrilled that an establishment allows smoking; you may not.
- Watch the numbers. The more reviews, the better. It’s unlikely that the manager will fake 50 reviews. Also, if there are 100 reviews and 97 say it’s great and 3 say it sucks, that’s significant. Read the ones that buck the trend: sometimes it will be clear that the dissenting reviews are unreasonable. Sometimes they will make a valid point.
- Notice the specifics. A long review with many details is more believable than a one-liner. In addition, the details can be very interesting. A review based on a visit during a specific time period could yield valuable information about what it’s like to be there during that time. If you’re planning to visit the Amazon during January, try to find reviews from people who went in that month. They may mention how bad the mosquitos were, what the weather was like, or how the humidity affected their electronic devices, great things to know in advance.
- Check the room tips, if they are included. Again, your preferences for noise/quiet, front street/back courtyard, clawfoot tub/walk-in shower may not align with the writer’s, but you can still use those room details to make a better choice.
- Flip through the photos. Photos can be faked, but for most people, it’s too much bother. Looking at photos can give you an idea how far the official business description veers away from reality. The classic case is references to “views.” Many properties will tout their “ocean view” or “mountain view,” but when you look at the photos posted by guests, you may notice that the “view” is a tiny sliver of distant horizon visible only when you stand in one corner of the balcony and lean way over the railing. This is the kind of truth-stretching that disappointed guests love to jump all over with photos revealing the actual picture.
Booking anything sight unseen is a risk, but it’s hard to avoid doing that when you travel. Reading reviews is just one way of reducing that risk. While reviews must be approached with a healthy degree of caution, ignoring the collective experience and knowledge of the online community would be foolish.
PS: Don’t forget to post your own reviews. It can be fun and certainly helps other people—some of my reviews on TripAdvisor have been read over a thousand times! It can even help the business in question if you provide a great review or point out a problem that they can fix. If you’ve used review sites yourself, it’s only fair to contribute to them.
Do you read or post reviews? Have you had a bad or good experience with an online review? Let me know in a comment.