Consumer Report: Confusing Hotel Ratings

By: Lauren Evans Email
By: Lauren Evans Email

Special Photo This 102-room Courtyard by Marriott in McDonough opened Nov. 18, as one of 44 properties owned by Hotel Equities, an Atlanta-based, full-scale hotel-management, development and consulting firm.

Before you book a hotel, it's not a bad idea to check how it's rated.

But sometimes those ratings can vary significantly, depending on which travel site or guidebook you use.

Take for example, the Fontainbleu Hotel in Miami. It's a famous place to stay, but its ratings are all over the map.

Travelocity gives the Fontainebleau five stars, Forbes gives it a mere three, and if you check Frommer's, it only gives the Fontainebleau one star out of three.

So who's right?

Consumer Reports' Tod Marks says it's important to know how hotel stars are assigned.

"Travelocity sometimes conducts on-site inspections, but that's not always the case," Marks says. "Now, Expedia, when they do an inspection, they alert the hotel to let them know they're coming. And Fodor's actually allows its freelance reviewers to accept free rooms and discounts, with the caveat that they have to inform the hotel that it won't affect their ranking."

The Michelin Guide, in contrast, does all its hotel visits anonymously and pays for the reviewer's room.

So Consumer Reports advises, before you book a room, check a hotel's website to see what the rooms look like, the services being offered, and hotel policies.

"You should also take advantage of user-review sites," Marks suggests. "And best are those aggregator sites that actually lump together reviews from a whole group of different travel sources."

MyTravelGuide is a good aggregator site. TripAdvisor is good, too.

"Look for the most recent user comments because they're apt to have the most up-to-date information about a property," says Marks. "Maybe there's renovations or construction going on."

And look for reviews by travelers like you. Business travelers, couples, and families will all have different expectations of a great hotel stay.

When it comes to user reviews, Consumer Reports says to ignore extreme comments, both good and bad. That's because they may have been posted by people with a vested interest like someone who works for the company, or someone who has an axe to grind.

For links to MyTravelGuide or TripAdvisor, click on the Hot Button.

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