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TalentChris · April 23, 2008

Check out TripAdvisor’s 2008 top 10 Dirtiest Hotels, chosen by their members—all rated as “beyond scummy”.

These traveller reviews fall anywhere between “totally brutal” to “utterly disgusting”.  Ouch!

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Dirtiest Hotels - U.S.

Dirtiest Hotels - U.K.

TalentChris · April 17, 2008

A search for hotels in Cairo, Egypt on Tripadvisor reveals an interesting blend of results between upper-upscale luxury properties, and extremely modest budget hotels.

The top spot for ”hotels in Cairo” on Tripadvisor?

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...the Four Seasons Nile Plaza.

Of course the Four Seasons Nile Plaza is number one. It’s an incredible hotel in an awesome location. And with rates averaging $519 USD for the year (per TA), it had better exceed expectations. According to Tripadvisor, it does exactly that.

Since I can’t really recommend five hundred dollar room rates to my friends and family, let’s take a look at Tripadvisor’s number two hotel in popularity:

The Hotel Longchamps in Zamalek, Cairo

The Longchamps has been a fixture in the Zamalek neighbourhood since the 1950’s, and is run by owner/operator Hebba Bakri. The hotel was established by the current owner’s mother who was a well-known theater personality in Egypt. I can’t remember her name, but you can see a cool portrait of her next to the hotel’s front desk if you ever stay there. 

Since the Hotel Longchamps is a six minute walk from my apartment, I paid a visit to the property a few weeks ago. The hotel is actually located in a ‘typical’ Zamalek apartment building, so it’s quite easy to miss the sign if a guest were to drive by in a taxi. Once I made it inside the building, the apartment’s booabs (doormen) directed me to the building’s elevators to get to the Longchamps on the top floors.

At least one comment on Tripadvisor warned that the elevator floor sinks a few inches when entering the elevator car. This is absolutely true! If rickety elevators with floors that drop are not your cup of tea, take the elevator on the right (when facing the cabs from the lower lobby). If you feel like experiencing the thrill of ‘real’ Cairo...take the elevator on the left.

The hotel staff were quite willing to offer me a tour of the public areas, dining room and the terrific outdoor verandas at both the front and back of the hotel. The views were really nice, and the hotel was well maintained from what I could see. I didn’t get a chance to see any guestrooms, but I certainly felt a sense of hospitality and caring from the staff.

At only $30 average rate per night for a standard room, I’m sure that the accommodations are simple—but they look more than adequate from the pics on TA. The entire place has a friendly, safe and clean ambiance, and I feel quite comfortable recommending the Longchamps. This is definitely not a luxury hotel, and the facilities are obviously geared for a budget traveller. Still, for the price paid, I can’t imagine the Longchamps being anything but good value.

Tripadvisor features a variety of guestroom photos taken by guests so take a peek there if you are inclined.

The hotel’s location is outstanding, and I would personally choose Zamalek over any hotel downtown any day of the week. Less insane traffic and people congestion, and a perfect location to walk around and experience the surrounding upscale neighbourhood.

Below are some pics from my recent tour, or head over to my flickr photoset to read the captions:


Created with Admarket’s flickrSLiDR.

TalentChris · April 01, 2008

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I am amazed that so many hoteliers still live in denial that Tripadvisor is such an incredibly important marketing tool.

Last month I met the G.M. of a major branded luxury hotel who had never once clicked on his own hotel’s Tripadvisor profile. This G.M. truly believed that his upscale guests are “too savvy” to believe a bunch of “fake” user generated reviews and “ramblings from Ma and Pa in middle America. Yikes! This G.M’s attitude may have had a shared audience back in 2001, but it is rather hard to deny the importance of the site today.

Tripadvisor is pretty good at sniffing out so-called fake reviews, and for the most part, I believe that hotel guests who actually take the time to create an account and review a hotel are speaking honestly about their perceived experiences. And millions of people actually do read these reviews and use them intelligently when making decisions about where they spend their hard-earned money.

Vicky Brock of Scotland-based Highland Business Research (HBR) wrote an interesting post recently where she looked at the user ratings of 108 local Inverness area accommodation providers reviewed on Tripadvisor.

Vicky then cross referenced these user generated scores with Scottish hotel industry quality assurance ratings for those same businesses, using other relevant data sources.

What she discovered was that Tripadvisor reviewers are not only far more generous than some hoteliers might think (the most common score is four out of five) - but fewer than 20 percent of accommodation providers are rated lower by visitors than their Scottish quality assurance rating would support.

You can check out Vicky’s informal study to find out more, but in a nutshell, Vicky suggests that hotels that offer good experiences will receive good reviews.

On those occasions where a hotel property has a crappy review—Tripadvisor offers a golden opportunity to write a “management response” to those comments. But everyone knows that, right?

William Bakker of the Wilhelmus blog offers some excellent points of discussion in this regard.

William suggests that good hotel responses show empathy with the customer, and demonstrate actions to avoid these situations in the future where possible:

The best responses I’ve seen include invitations to make up for it (when something obviously bad happened) or new policies based on the feedback.

There is no question that service recovery can be an even stronger loyalty building exercise (on some occasions) than getting it right in the first place.

Tripadvisor offers a wealth of information for hoteliers to use in finding out how their guests perceive their product, and that of their competitors. But for heaven’s sake—you have to actually visit the site before you can act on it!

TalentChris · April 19, 2007

The Travelers’ Choice awards represent the opinions of real hotel guests from within the TripAdvisor user community.

Winners for 2006 were determined by a combination of TripAdvisor’s “popularity index” and traveller ratings of specific guest experiences. TripAdvisor’s popularity index is a proprietary algorithm that determines traveller satisfaction based on a variety of sources, including TripAdvisor hotel reviews, travel articles and opinions found throughout the web.

The company has been taking heat recently after false hotel reviews were discovered to have been written in some cases by hotel employees. For the most part however, we think that Tripadvisor is a worthy resource for any savvy traveller.

According to a survey administered last month by Hospitality eBusiness Solutions, 87.5% of hotelier respondents confirmed that they do monitor customer review sites such as TripAdvisor and Yahoo Travel.

Check out Canada’s top ten hotels as rated by guests.

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Linkage
[Tripadvisor.com]
USA Today [Strings can be pulled on hotel review sites]

TalentChris · March 16, 2007

TripAdvisorIf you have not yet checked out TripAdvisor’s insider blog aptly named “We’re Not Making This Up”, then you have been missing out on a goldmine of highly entertaining bites from the editing team at TripAdvisor.com.

When you have hundreds of editors, hotel reviewers and hoteliers all mingling in a community space that interacts with consumers, there is bound to be some interesting discourse.

In TripAdvisor’s own words, their blog is simply about the stuff they talk about over lunch at TripAdvisor headquarters.

It’s “...the stuff we can’t publish. Whether it’s funny, rude, bizarre, potentially libelous, incomprehensible, or all of the above, we love it, and we think you will too.”

The folks over at TripAdvisor were right: I do love it, and it makes for some highly entertaining reading. You’ll probably love it too.

[TripAdvisor Blog]
Hotel-Blogs [TripAdvisor Enters Video Market]

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