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Hotel management

Hanoi
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9 posts
6 reviews
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Hotel management

There's been a lot of discussion about mgmt here in Hanoi. I'd like to offer a few thoughts and possibly rant for a while. This will not be a tout as I will not include my hotel's name.

First, our hotel receives a lot of fake bookings. Clients of asia rooms and other websites do not have to use a cc to book, so our competition sends us each day emails claiming to book for 10 people. Usually it's easy to discern (especially if it comes from an email like hanoi_booking. But it can also lead to mistakes - one time I mistook a real booking for a fake one -- let's just say my email to them was not a good pr move on my part.

Next, fake reviews have become a problem. Not only are people copying and pasting fake reviews to our ads on this and other sites, but some companies refuse to take them down even after we've proven they are copied and pasted. For example, this one was posted about our hotel today on another website where we advertise -- it was copied from this long ago posting: tripadvisor.es/ShowUserReviews-g293924-d1509…

You can see how devastating such a review could be. I am hoping the website on which it was posted will remove it later today.

We must advertise on the internet, but these problems are not just a once a year event -- they are happening everyday. We are quite open to criticism - we feel that it will help us improve our service. In fact, we offer customer comment cards and review them carefully every month. If we do something wrong, then we accept the blame. But it seems we must hire a person full-time just to check for false internet postings.

I'd like to state that not all hotels plan to cheat their customers. Yet, there is a big problem here. I object to pathetic and underhanded sneaks who want to destroy a hotel's rep because they fear the competition (ok that is the rant part).

And, I would like some comments on how to combat these problems. One person has already suggested we form a hotel management association, but I doubt that would help much. Others have said -- just wait out the fake reviews, but that's no good since they just keep coming.

Ideas?

Semporna, Malaysia
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5,912 posts
44 reviews
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1. Re: Hotel management

Is Fortuan your hotel?

sydney
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134 posts
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2. Re: Hotel management

thanglong,

Thank u for giving us, an insight on the problems u and a host of hoteliers encounter by 'tout' waiting to blacken the reputation of good to honest traders.

Out of curiosity, do u have to pay Trip Advisor for advertising in their web site, if so Management of Trip Advisor could solve the issue by falling hard on the culprits, making them accountable for their action by a) giving them a warning b)should they persist, take them to court

Secondly, this might not be a popular move, Trip Advisor imposes a joining fee, now days, many are able to join with many nics so they are resurrected when sent to the 'sin bin'

Thirdly, Encouraging the local Tourist Association to promote a code of conduct within the hotel and travel Industry, In the event should a member not do the right thing, a panel within the industry will decide course of action or actions to be impose.

Probably, Darlek or even Plover, might be the guys to give a better input.

hth,

sw

Coolum Beach...
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3,292 posts
1 review
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3. Re: Hotel management

Guys,

I think the OP makes some valid points----Many people do reserve and " No Show"!!!!----I always travel VN reserving maybe 2-3 hotels at different hotels as to when I might arrive---update by email all the time as I travel ---because I never know where I will be at any time!---I always cancel out hotels with at least 1 weeks notice!

Frankly I am sick of people " bagging" and " Touting" hotels on this Forum!

I may be the odd man out here but I reserve only, never release info on CC to anybody, confirm my hotel by email as I travel , arrive and check the room to see if its up to standard---then book in!

I have only been on this forum 18 months and take no notice of ANY hotel reviews on this site!----I travelled VN for 7 years before I came on this Forum----learn by experience only!

I am going to assume the poster here is Bona Fide---rightly or wrongly----but I have seen VN people at airports waiting to offer VN hospitality----genuinely standing there waiting with a name on!----they get a " no Show"-----very bad manners!

So its not all one way here!

The solution will come!---but I do not have an answer now!

plover

p.s.--- This year for the first time I took this Forums advice on a supposedly great hotel---worst mistake I have made in 29 months in VN!---an absolute bummer ---how can we post great reviews unless we have stayed at dozens ( as I and thousands of others have) to make a comparison!----With the greatest of respect to everyone ----if you have been to VN only once, you certainly can post your review but I question whether you can compare!

nunya
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6,873 posts
24 reviews
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4. Re: Hotel management

hi all

i still think the only way to combat all fake people ...touts , trouble makers , multiple identities ....is this

when you sign up to become a TA member ( or any other forum for that matter ) you must use the email address given to you by your internet service provider .

you are locked into a contract usually with these companies , so mixing and changing and making new email addresses as you see fit or get banned from the forum , will make it so much harder for people to do .

i understand that people still like to contribute while they are away , therefor after supplying your SP email addy , you can add 1 alternative email address , such as yahoo or hotmail , so you can still achieve this .

if you are banned by one or the other , they are then linked and both get suspended.......

now if this person has only just signed up with there SP they will have to wait 12 or 24 months to re-join TA

i have put this to the company but they say most of there clients use hotmail & yahoo accounts

well HELLO ....thats why there is so much trouble on here !

people are using these accounts to tout ..write fake reviews and cause trouble for others ....

hopefully one day they will use this practice and all theis trouble will stop and it will be a very friendly forum for all to use and express there travel experiences .

cheers

batt

Coolum Beach...
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3,292 posts
1 review
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5. Re: Hotel management

Batt,

Thats a good post!---I agree 100%---I think most people travelling use a gmail, hotmail, yahoo mail address----I like you, have an ISProvider in Australia that we pay for to provide a connection to our computers----I never use this when I travel as I have difficulties getting through on occassions ----so it is better to use one of the others---Unfortunately( or fortunately), anyone can set up an address with these providers for no cost----so all this " touting" may well come from anybody who wants to register at an internet cafe and throw mud everywhere!

thoughts

plover

Semporna, Malaysia
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5,912 posts
44 reviews
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6. Re: Hotel management

If Police Batt applies this, I'm the first poster who has to stop.

I had the option of using a Loxinfo email but I found it too much trouble to create an account. I then only use web based emails.

Victoria, Australia
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619 posts
8 reviews
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7. Re: Hotel management

I've always used a web based email because I tend to use multiple computers to log on to the net, and the IP mail's are annoying to use and seem to crash or fail for me. And to the OP, yes, something needs to be done to stop the mud slinging

nunya
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6,873 posts
24 reviews
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8. Re: Hotel management

i have never had IP problems , usually firstly setting it up , but i get on the blower and go through it step by step with them until it is right ...

i find the hotmail and yahoo annoying , everything is sent as an attatchment , its much slower for the emails to come through & to open up . i much prefer outlook express .

i do have the others , and love to chat online with my hotmail account , but i never send or recieve emails from it .

i still think it will be the only way to stop all this trouble happening .....unless they do start charging for subscriptions ....but who actually wants to pay to come on here and get abused ....i can do that for free ! LOL

seriously though , all you have to do is give your IP email address ....you could still opt to get your emails sent to your hotmail ect . i think a lot of people wouldnt join if they started charging !

cheers

batt

Semporna, Malaysia
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5,912 posts
44 reviews
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9. Re: Hotel management

Than,

I’ve been following TripAdvisor since last year. I think I only read about this problem in Hanoi.

No such a thing in HCMC.

Are competitions in Hanoi too tough?

Victoria, Australia
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619 posts
8 reviews
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10. Re: Hotel management

are IP email addresses the standard across the world? say i lived in Cote d'Ivoire, would I have a standard IP email that ran through Outlook or would you have to use a webmail? Or what about multiple users on the same PC (some of which may not be entitled to a free IP address)?

I am so used to webmail I would find it annoying to change now