Being a frequent traveler has its memorable moments, and one of them occurred recently when I had the chance to dine at a well-known Georgian restaurant in Moscow, Russia. It was a great meal, and the restaurant’s location combined with the balmy summer weather provided the perfect opportunity for a late-night stroll through the streets of the Russian capital.
All in all, a great evening.
Naive? Check. Narrow minded? Check.
Back at the hotel I Googled the restaurant to see what else I could learn about it, and was flabbergasted to read some of the nonsense that “reviewers” had posted after their own experiences there. Which got me to thinking: how often does a reviewer’s opinion have nothing to do with the establishment, and everything to do with the reviewer’s naivety, narrow-mindedness and lack of real-world experience?
Think before you complain (especially if you're American)
I started looking at reviews for some of the hotels and restaurants I’d enjoyed recently. And I got some pretty rude shocks. Hotels where I’d found everything to my liking were roundly derided as having poor service and lax standards, while my favoured restaurants were often seen as being second-rate.
Digging a little deeper, I found the problem was most evident in those cases where US-based reviewers had opined on international establishments. I found myself generally agreeing with the collective wisdom of Brits, Aussies and other domestic-market travellers, but was often sharply at odds with US reviews of my favourites in Europe and Asia.
Americans - stupid, ignorant and mean?
As I read more and more of these negative reviews I saw a pattern emerge. Now, you’d better brace yourself for some pretty outlandish statements coming up here; and none of them supported by any detailed research or opinion polling or any of that scientific stuff. But you decide. Here’s a summary of my thesis:
- Of all the major western, developed nations, America stands out as having a population that, in comparison to others, doesn’t really travel overseas that much
- Having said that, Americans love to share their travel experiences, filling sites like Viator, TripAdvisor, IgoUgo and others with literally millions of opinions about everything
- These two ingredients often combine into a potent mix that oozes stupidity, ignorance and, sad to say, mean-spiritedness
Here’s what I mean. A reviewer who says of a Moscow restaurant that “the servers were surly and unfriendly” clearly doesn’t realise that in Moscow the brusque manner of people in customer-facing roles is not seen as a negative by the locals; far from it, in fact. They would describe it as a “no nonsense, matter of fact” approach, and by comparison would have great disdain for the staff at your local TGIF, probably thinking them “transparently false.”
People, you hate too much
Sunday roast looks good to me, but not to everyone...
Examples like this abound. Suggesting that “activities are limited” on a Fijian island completely misses the point about Fiji — and many island destinations, where doing nothing is the whole idea!
Complaints about the size of bedrooms in London hotels fail completely to take into account the price of real estate in one of the world’s most crowded cities.
While negative statements about driving distances in Australia just demonstrate that a rudimentary knowledge of geography might be a good thing.
Read enough of these diatribes and you’ll suspect that many reviewers simply want domestic U.S. standards applied all over the world, so that no matter where they go they are greeted by a Gap-clad 20-something with a plastic smile and a menu… or a breakfast buffet that’s reminiscent of their favourite Sheraton. Sort of like the English tourists who stay in those little ‘British’ villages in Spain with ‘el Fish & Chips’ and ‘el Pub.’
Well, no. That’s not how it should be. Diversity is what makes the world an interesting place, and it’s the underlying reason why we travel. I want those Russian waiters to be off-hand; I want the French waiter to sneer at my wine order when he thinks it makes no sense; I want the Fijian check-in staff to hide out back when they see me coming; and I want the bell-hop in Las Vegas to treat me like the most important guest to check-in that day, even when I know I’m not.
The LAST thing I want is for the rest of the world to adopt false standards! Especially false American standards.
I think, therefore I complain
So please. Stop and think a little before posting that negative review. Was the service really bad, or just “different”? Was the food really too spicy, or is that just how it is in Northern India? If that beer was served warm, was there a reason why?
Travel’s an education. And from what I’ve been reading, there’s quite a few reviewers out there who could do with one of those.
-Rod Cuthbert
Editor’s note: Rod Cuthbert is the founder of Viator, Inc. You can read more of Rod’s musings here.
August 31st, 2009 at 5:51 pm
I would like to complain about Rod’s analysis of complaints about travel and the predominance of Americans. Obviously that is their democratic right, as per the Seventh Amendment (OK I made that one up), and to expect plastic smiles with your menu isn’t too much to ask. Basically though I share your conclusion about travel & education, and if you’re immune to ‘mind broadening’ then you may as well stay home: Las Vegas can be fun, and I understand that Yellowstone is very impressive still.
August 31st, 2009 at 5:58 pm
Well Rod,
I couldn’t have put it better my self. Americans in Australiaare exactly the same as you described. They are worst at complaining than the Poms. We used to have a saying in Australia “Bloody Winging Poms”.
Americans generally are so rude, disrespectful and loud.
Whereas on the other hand Scanadian tourists are well mannered, polite shy but easy to get on with once youhave bridged the gap. Even Germans who tend to keep to themselves a lot are still well behaved.
But do you think they will learn from our criticism, I doubt it. They are too pig headed. But one can always hope. - Nev - Queenslander, Queenslander
August 31st, 2009 at 6:04 pm
Read up til your last sentence and realised that you agreed with me “I’m just different”
Actually it’s a good read, well written.
Guess that’s the thing with blogs, perhaps 2nd lowest level of complaining (there are five levels). Gives those who fail to complain responsibly (i.e. direct and constructive to those concerned) a chance to air their complaints.
Guess better getting expression out than keeping it though, and you’ve probably got in an nutshell as to why web 2.0 continues to thrive.
August 31st, 2009 at 9:13 pm
I’m not sure if this is really just an American thing but I do agree that there are too many whingers out there!!!
We just finished a trip to central Australia (Alice Springs, Uluru etc) and I was surprised at the number of complaints on travel forums about the accommodation we stayed in. People complained about the cost and quality of the accommodation - c’mon guys you’re staying in the middle of a desert!!! Thousands of miles from any major city. A room with a nice bed, air conditioning, fresh clean running water, any pay tv and you’re not happy???
August 31st, 2009 at 10:56 pm
Great post Rod. But somehow Americans are not the only one (I am Italian and I am not too proud of the many complainers we export). Still I believe that “the travel’s an education” is the key…
September 1st, 2009 at 12:32 am
ah - so true, enjoyed this. I guess my fellow Germans are experts in the complaints department too, maybe just on a slightly different level. I remember a time when people bought cameras before leaving for their Mallorca sunburn - not for happy snaps but just to document faults in the hotel in order to claim their money back afterwards…
I especially love the whinge about it being again ! not 35 degrees in Melbourne in winter. And than those nagging about all the dust in the Outback. Not to mention all the nasty rain in the rainforest. scandalous. Isn’t his Australia after all? Doesn’t it have to be sunny and hot all the time?
Nowadays www gives all of those Germans, US-folks and others even more power than the old photo claim used to. can be good, can be quite the opposite.
I guess POH is right, some should reconsider and just stay at home sweet home…
September 1st, 2009 at 12:37 pm
Well Rod,
As an American who has travelled the world some, but never enough, I have to agree that many (but certainly not all) Americans are looking to “Americanize” their travel experience. Maybe that’s why there are McDonalds and Starbucks throughout most of the world (although I don’t think Starbucks has made it to India yet). I think your point is really more about the value, or lack thereof, of user generated content when the reader has no idea of the context of the writer. Until someone really gets this right, UGC will continue to have to be taken with a grain of salt.
September 2nd, 2009 at 6:15 pm
People love to complain about everything no matter where they come from.
September 5th, 2009 at 12:00 am
It never ceases to amaze me that so many people can find trivial things to complin about.The only time I complain is when I am not travelling.
September 7th, 2009 at 11:23 am
All nationalities complain, and many times the complaints are trivial. In our travels we have heard numerous complaints and read many reviews. We take the reviews with a grain of salt, and we don’t let the trivial issues impact our enjoyment of the trip. Life is too short!
September 12th, 2009 at 4:35 am
I’m an American, and fairly well traveled. I long ago learned to check my predilections at the door. For me its all about taking an experience in context, whether it’s a 5 star hotel for business, or a locally owned and operated mom and pop place for fun. I often get the, well you don’t seem like an American at all!! Which always leads me to wonder, what is this ‘American’ animal so many people seem to class us as? Lets be honest when one of our most popular export is Paris Hilton…one cannot help but wonder.
Yes I think it is horrible there are a lot of relatively sheltered Americans that have been born and raised in a bubble – but from my experience just as many complaining Brits, Aussies (and if another Japanese person walks in front of me as I’m taking a picture…)…but I digress there are many Brits, Aussies and Japanese folks I love, and I would never want to lose the chance to meet someone along the way for such generic prejudices. Even if my new Japanese friend still does walk in front of me EVERY time I go to take a pic ; ) It is horrible not to give a person a chance as individual. Write us off not for where we are from but becausee of who we are, hah.
September 20th, 2009 at 5:34 pm
Great story Rod! Couldn’t agree more with you…and next time your in Hobar to visit you Mum, please consider staying at http://www.ateleven.com.au I would welcome your honest feedback!
September 30th, 2009 at 10:35 am
kelake Says:
September 2nd, 2009 at 6:15 pm
People love to complain about everything no matter where they come from.
Not excactly correctthis remark should be AMERICANS love to complain about everything
September 30th, 2009 at 10:38 am
I worked for year only in tourisme. In hotels/resorts and tour companies.
If you hear those Americans traveling on discounted cheap package tours, you think why are these people not travel in their own privat jets and stay in their own million dollar mansion in the riveira or in the caribbean?
November 7th, 2009 at 4:40 am
Right on! I have learned to ignore complaints about small hotel rooms. When I see a complaint about a small room I will ignore the rest of review. I don’t travel to spend my vacation in a hotel room.
I also am suspicious of complaints about staff and waiters. I have traveled in France many times looking for a rude French waiter, but alas, I can’t find him. The travel experience is very dependent on your own attitude.