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.