With Everyone a Critic, Hoteliers Struggle to Cope | nytimes.com

SINCE people began traveling, everyone has shared opinions about hotels, but until fairly recently the evaluations were spread by word of mouth or through the august evaluations of recognized guidebook authors. Now there are scores of major online travel and social media sites sprouting hundreds of thousands of customer reviews. And the hotel industry is frantically trying to stay on top of the commotion.