An article by Shamim Mehmood
The rapid rise of online platforms in the digital age has
completely changed the way consumers form opinions about businesses and
services. While online reviews help consumers make better and more informed
decisions, they also create problems for service providers when these reviews
are based on unrealistic expectations rather than actual experiences.
Nowadays, whenever a person makes a purchase, stays in a
hotel, or receives any kind of service, he or she is asked to provide feedback
on their experience. Over time, these reviews have become an important measure
of the reputation, popularity, and ranking of businesses. The hotel industry is
a prime example of this.
The hotel rating system has been established with the aim of
ensuring that each hotel provides facilities and services according to its
level. Obviously, it is unrealistic to expect five-star quality facilities from
a three-star hotel. However, many consumers have expectations that are not in
line with the ground realities. They want to get the best comfort, high-quality
service and luxurious facilities at the lowest price.
It has often been observed that guests make a booking
without carefully studying the details of the hotel, available facilities and
policies. Later, they raise objections on the same issues that are already clearly
listed in the hotel profile. Most hotels present their services and facilities
in a transparent manner through detailed descriptions and photos, while the
management also tries to resolve the complaints and concerns of the guests in a
prompt and professional manner.
Nevertheless, some guests give negative reviews simply
because the three-star hotel could not provide them with five-star quality
facilities. This does not mean that customers do not express their legitimate
complaints and concerns. Constructive criticism is not only useful but also
necessary for the improvement of the business. However, unrealistic and
unjustified criticism can damage the reputation of businesses and also mislead
other customers.
It is very important to understand the difference between
constructive and unfair criticism. Complaints about cleanliness, security, or
the lack of promised services are legitimate. But demanding amenities that are
neither included in the hotel’s standard nor advertised is neither appropriate
nor fair.
Before booking, consumers should thoroughly review a hotel’s
rating, available amenities, and policies. They should also consider the
quality of services in the context of the price paid. Similarly, when writing
reviews, they should base their reviews on facts and real observations rather
than personal likes and dislikes. An irresponsible review can not only hurt the
business but also the hard work and employment of the employees who are working
for the success of the establishment.
Fair, balanced, and factual reviews are not only beneficial
to consumers but also play a significant role in the development of the entire
hotel industry and other service sectors.
In today’s era, anyone can post a negative comment in a
matter of seconds, often without considering the possible consequences. Such
irresponsible and unfair criticism can harm businesses and the livelihoods of
those associated with them. This is not limited to hotels, but also applies
equally to grocery stores, restaurants, Uber drivers, food delivery personnel,
banks and countless other service providers.
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