News for the Hospitality Executive |
by Georges Panayotis April 30, 2013 The community site has again been caught
in a flagrant act of deception basing a ranking for best British hotels
on fanciful character appraisals.
Despite their
«sophisticated algorithms» and their attentive
«monitoring» of comments posted
on the web, it has been duped by small pranksters who succeeded at
getting a
homeless shelter in the Top 100 of recommended establishments for the
quality
of its service in the United Kingdom. If only it was
the homeless who were sheltered for the night that judged on the
comfort of the
mattress, on the taste of the morning coffee, and the kindness of
social
workers…. not even! Anyone could have posted comments from their cell
phones
while returning on the metro or sidewalks. These are surely imposters
who
amused themselves by flooding the site with wacky praise. This could
bring one
to smile if the affair wasn’t an additional illustration of the lack of
rigorous methodology and serious ethics to give a grade of sincere
appreciation
to a hotel. The ranking was quickly modified as the prank was easily
discovered. But what proves that the rest of the ranking is more
reliable? And
what about the more classic hotels that are either victims of this
conspiracy
of defamation or lame ducks, raised in the rankings by agencies that
specialize
in good e-reputations? TripAdvisor, and
its consorts, show once again how an interesting idea was undermined by
a lack
of seriousness and by mixing genres. The absence of verifying actual
stays
before commenting on an establishment is the first unpardonable
offense. It is
otherwise surprising that the new Afnor standard, responsible for
organizing
the Farwest of commentary, has not marked this as an obligation. Any
reliability is gravely called into question. More dangerous still is
the
potential use of TripAdvisor customer e-mail addresses. As with
Facebook, its
economic model relies on advertisement and the sale of information
collected on
the site’s visitors. Nothing excludes the hotel clients, regrouped and
segmented, also used for commercial transactions for competing
institutions. By displaying a
small plaque encouraging clients to give their comments on TripAdvisor,
hoteliers do not realize that they are necessarily entering the Trojan
horse in
their PMS. When it has emptied their client data base, it will be time
to complain
about the bad economy and the invasion of OTAs. Guaranteed «pure
beef»,
uncontrolled comments on community sites smell more and more like horse
meat, a
little spoiled. Should we wait for the autopsy of an industry to defend
ourselves? Established in 1985 by Georges Panayotis, MKG Group has built a solid reputation for business expertise and substantial European-based know-how in the fields of tourism, lodging and food service. MKG Group meets the needs of each of its clients by providing valuable analytical and decision-making skills necessary for success. www.mkg-group.com |
For further information , please contact : MKG Group - International Development Department Vanguelis Panayotis T. : +33 (0)1 56 56 87 87 [email protected] MKG Hospitality - Media Contact Michael Komodromou Tel: +44 (0)20 7624 4030 [email protected] Web: www.mkg-hospitality.com
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