Opinion: Bad review of Koh Chang hotel: The only real loser is Thai tourism

 

Picture: Sanook

 

Fallout from the case of the American man who posted a series of bad reviews of a Koh Chang hotel on Trip Advisor and was subsequently arrested by police in a defamation case continued to be reported around the world.

 

Sanook picked up on the story but perhaps indicative of the sensitive nature of such cases in Thailand they preferred to say merely that the story had been picked up by the New York Times. 

 

They shied away from mentioning names in their brief story.

 

Across the world from Europe to Australia and the US the case has been creating negative headlines for Thailand's tourism industry, still reeling from the almost total devastation caused by the coronavirus pandemic. 

 

Essentially the American from Arkansas had an argument over corkage fees on a visit to the hotel.

 

This developed into a series of bad reviews on the platform.

 

The hotel claims they tried to contact the complainant to sort out the matter but he only stopped when police got in touch and took him to jail in Koh Chang. 

 

Now he faces a day in court reportedly on October 6th. 

 

Other media reports in Thailand suggest that the hotel is ready to settle with the guest who international media have reportedly said has been released on bail. 

 

Online forums throughout the world have been abuzz with comments. The story on Thaivisa has been one of the most read of the entire year.

 

Many see the actions of the hotel in going after a disgruntled guest as idiotic. 

 

While others point to the fact that the poster went out of his way to cause harm and went much further than just posting a bad review.

 

Whatever your point of view, or whether it is a mixture of both there seems only one loser in this war of words and personal liberty:

 

Thai tourism. 

 

Coming at a time when the sector needs all the help it can get, it looks like a further hammer blow to the industry especially in the eyes of the international community. 

 

Source: Sanook

 

 

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thais consider being criticized as loss of face; not allowable in their culture

Its perfectly fine.

They just need to add a sign at the airport arrival, next from the one stating electronic cigarette is illegal,  that posting a bad review about your trip while in Thailand is an inapropriate behavior who can get you fined and jailled ????

This resort owes the customer a free weekend in their finest suite for having to spend a weekend in jail, and with no corkage fees.

Edited October 1, 20205 yr by camble

I think both sides were a bit hasty on this one.  

 

Associating the corkage fee + rude treatment to staff slavery vs suing a customer to get them to stop posting negative stuff + news article about suing customer.

 

Why hasn't the matter been settled yet is beyond me.   Doesn't benefit either side to continue down this path.  Especially the hotel has more to lose.

Edited October 1, 20205 yr by 4evermaat

Conceited as the Thai are, they 'think' that Thailand is in the middle of everything and for once (a few days) they are right. ROFLOL

7 minutes ago, YetAnother said:

thais consider being criticized as loss of face; not allowable in their culture

Shooting themselves in the foot seems to be a cultural thing too! 

3 minutes ago, Jack Mountain said:

Conceited as the Thai are, they 'think' that Thailand is in the middle of everything and for once (a few days) they are right. ROFLOL

I though they could only project to their next meal! Rice bowl to rice bowl. No need to think too much!

As suggested before, Trip Advisor, etc, should have a disclaimer stating that negative reviews of hotels can result in jail time and even prison sentences. The irony being that hotels would kick up a stink and threaten websites like Trip Advisor as that would make Thai hotels look bad and the truth is never an excuse. 

 

As for people who think the actions of the hotel were justified, here are some headlines from big news publications about the story:

 

"American faces prison in Thailand over bad hotel review" - the Guardian

 

"US man faces jail in Thailand over hotel review" - BBC news

 

"American could face prison in Thailand over negative reviews of a resort" - The New York Times

 

And it goes on. I wonder how bad these headlines will be for all of tourism in Thailand compared to the three published comments the American made?

 

Seems TAT might be looking to sue someone as well. 

 

 

 

 

 

 

Why even coming in hotel bussines if can't stand criticism! It's impossible to please everybody!

Always there is people who don't like all and have different kind desire what hotel offer!

Even in 5 star place! Maybe they total value was poor also from other guest!

Edited October 1, 20205 yr by 2 is 1

8 minutes ago, PatOngo said:

I though they could only project to their next meal! Rice bowl to rice bowl. No need to think too much!

You're right. That's why i used those '' things. It's more a feeling/nature then thinking.

The guy was a jerk.  Deport all American jerks I say. (just not me - haha)

I know other Americans and UK expats and younger people living here who are same way. 

Some have been here for years and complain about the "standards" of Thailand businesses, wondering why they do not operate on the same level as American or UK establishments for 1/3 the price.   They cannot seem to think rationally or accept reality IMO.  

The story of this guy sounds like he was acting entitled and superior and just plain argumentative.  No wonder no one at the resort "smiled" at him or were polite

Edited October 1, 20205 yr by Skallywag

They talk about multiple bad reviews but does anyone know exactly how many bad reviews he posted in Total?
My understanding is he posted the 1st very bad one on Tripadvisor which the Hotel had removed by Tripadvisor for violating Rules.

So he posted another on Trip Advisor which wasn't removed and wasn't as bad as the first also he posted 2 on Google so

that's a total of just 4 with one removed and the last 3 were not as bad as the first.
If I am upset with an online company I also post multiple bad reviews to warn others.
Ps User reviews are always only personal opinions and not stating facts.
If only good reviews are allowed then there's no pint in having reviews.

Edited October 1, 20205 yr by DirtyHarry55

There's definitely fault on both sides of this situation, but I do think that Thai tourism will come off the worst, at least for now while this issue is in people's minds. Of course the tourism sector is currently reeling with Covid-19 anyway.

 

For me, the thing to take away from the whole debacle is the severity of the draconian defamation laws here and how they can be used (misused). I'll be pausing my Tripadvisor reviews in Thailand for now.

Edited October 1, 20205 yr by pkrv

It took how long for the media to figure this out?!  Idiot, ugly american, walnut brain, whatever you want to label him. All  it did was reveal the mean spirited vindictive nature that is sadly an aspect of Thai culture. This is not going to win them any vacationers.

 

Hey lets go to Thailand, where they might toss me in the clink for a tripadvisor review, or find a bullet in my luggage. Yes a local Philadelphia TV channel mentioned both ???? this week (per vinny m). Those Teflon Thailand days have passed, long ago.

 

I can remember leaving a bad review of a Thai hotel once on Agoda, place was a s##thole. Rusty cold water, damp linen, perfunctory cleaning. Maybe I was lucky not to be charged with defamation too.

Nowadays, I only book places I have been before. I do walk-ins for the rest, ask to see a room, walk out if it is not to my standards. Which are not onerous - aircon that works, clean, big bed, quiet.

I wouldn't be bothered arguing corkage. I'd pay up, just never go back there again.

I'd agree the hotel industry here is shooting itself in the foot if it can't take bad reviews on board.

koh Tao, the military coup, and the tsunami have created far more bad press about Thailand in western media, and guess what, tourists still wanted to come, snd still wish they where here. This single case is worth nothing in the big picture. 

Edited October 1, 20205 yr by Rimmer

13 minutes ago, Skallywag said:

The guy was a jerk.  Deport all American jerks I say. (just not me - haha)

I know other Americans and UK expats and younger people living here who are same way. 

Some have been here for years and still act like Thailand businesses should be on the par of American or UK establishments for 1/3 the price.   They cannot seem to think rationally or accept reality IMO

Agree, guy maybe was A hole but thats not the point! The point is how hotel should act! Im not normaly  read bad review when i choose hotel! Coz always complain small things! "Bad breakfast, hair in bed etc.." 

If some donk not get hes perfect farang juice in Thailand hotel hes morning is ruined! Then he go back room and say hole breakfast was sht! I don't need much, have sleep outside here in Phil and many other place, but when i pay for service i want that also. But every place has own rule's what guest need obey.

Edited October 1, 20205 yr by 2 is 1

Remember back in time Spanish police force Guardia Civil, used to beat up drunk and rude tourists, and it did not stop people for going there even media did write often about innocent tourists getting beaten quite often just because they had some fun.

I dont think it will effect tourism in Thailand might effect that hotel for a while the amount of bad publicity koh Tao got I mean that was plastered all over the English tabloids it even got the name "Death Island" did it stop people going there?

These OTA's thrive on reviews a listing with no reviews doesn't get bookings then thats no good for for TA or any other OTA 

4 minutes ago, Tagged said:

Remember back in time Spanish police force Guardia Civil, used to beat up drunk and rude tourists, and it did not stop people for going there even media did write often about innocent tourists getting beaten quite often just because they had some fun.

Bag snatching was rife in Benidorm

25 minutes ago, Skallywag said:

The guy was a jerk.  Deport all American jerks I say. (just not me - haha)

I know other Americans and UK expats and younger people living here who are same way. 

Some have been here for years and complain about the "standards" of Thailand businesses, wondering why they do not operate on the same level as American or UK establishments for 1/3 the price.   They cannot seem to think rationally or accept reality IMO.  

The story of this guy sounds like he was acting entitled and superior and just plain argumentative.  No wonder no one at the resort "smiled" at him or were polite

whoosh...

11 minutes ago, Tagged said:

koh Tao, the military coup, the man without name, and the tsunami have created far more bad press about Thailand in western media, and guess what, tourists still wanted to come, snd still wish they where here. This single case is worth nothing in the big picture. 

We had an American couple book with us just after the coup, Thats all he was interested in What happened he asked me I said nothing I think he was disapointed, maybe I should have said the streets were full of tanks and we went into complete lockdown people running around with military grade weapons grenades being launched into the bars

23 minutes ago, DirtyHarry55 said:

They talk about multiple bad reviews but does anyone know exactly how many bad reviews he posted in Total?
My understanding is he posted the 1st very bad one on Tripadvisor which the Hotel had removed by Tripadvisor for violating Rules.

So he posted another on Trip Advisor which wasn't removed and wasn't as bad as the first also he posted 2 on Google so

that's a total of just 4 with one removed and the last 3 were not as bad as the first.
If I am upset with an online company I also post multiple bad reviews to warn others.
Ps User reviews are always only personal opinions and not stating facts.
If only good reviews are allowed then there's no pint in having reviews.

From what I can gather, the guy appeared to be set on writing a barrage of reviews, both on TA and on Google, using new/fake accounts, and maybe help from friends. That (not a couple of negative reviews) and the words slavery and coronavirus are what worried the resort and inspired them to reach out, as well as replying to his TA review. IMO if he had left just one bad review on each platform, nothing would have happened. It was the threat of continuous bad reviews that worried them.

There was only ever going to be one defense for this hotel getting a negative review from this US man....deserved or not...

That was to get 10 more positive reviews

 

This is such a simple business concept which utterly escapes the face saving at all costs mentality that is Thailand

Edited October 1, 20205 yr by meechai

20 minutes ago, DirtyHarry55 said:

They talk about multiple bad reviews but does anyone know exactly how many bad reviews he posted in Total?
My understanding is he posted the 1st very bad one on Tripadvisor which the Hotel had removed by Tripadvisor for violating Rules.

So he posted another on Trip Advisor which wasn't removed and wasn't as bad as the first also he posted 2 on Google so

that's a total of just 4 with one removed and the last 3 were not as bad as the first.
If I am upset with an online company I also post multiple bad reviews to warn others.
Ps User reviews are always only personal opinions and not stating facts.
If only good reviews are allowed then there's no pint in having reviews.

The total number of 'bad' reviews for this resort where minuscule.  Mostly 'good' and 'excellent' reviews.  But siccing the police on a reviewer and arresting him for criminal defamation is now going to be the worst possible "free" advertisements worldwide that this resort could possibly get.  Personally, if I check reviews for an establishment before I book and see mostly positive reviews, than I generally consider the bad reviews are in the noise. By filing criminal charges against this guy they did magnitudes more damage to their reputation that a few negative reviews by a single reviewer will ever do.
They should go into immediate damage control and find a path forward that doesn't involve sending the reviewer to jail for defamation, because if the guy is tossed into jail, word is going to get around and their business will take a significant hit. 
Yeah, I know.  Fragile egos love defamation laws, but most of the rest of the world do not.

27 minutes ago, Skallywag said:

The guy was a jerk.  Deport all American jerks I say. (just not me - haha)

I know other Americans and UK expats and younger people living here who are same way. 

Some have been here for years and complain about the "standards" of Thailand businesses, wondering why they do not operate on the same level as American or UK establishments for 1/3 the price.   They cannot seem to think rationally or accept reality IMO.  

The story of this guy sounds like he was acting entitled and superior and just plain argumentative.  No wonder no one at the resort "smiled" at him or were polite

Skallywag is spot on! ????????

The guy was an idiot from the start. Has anyone Google Wesley Gene Barnes (in particular Kansas City in 2017)?

He admits to giving back some attitude after drinking, and using western expectations, and thinking that their talk of legal actions were an empty threat.

Thailand's tourism is the big loser.

Wesley has lost his job & got some fame, but he deserves no more punishment.

 

1 minute ago, 2long said:

From what I can gather, the guy appeared to be set on writing a barrage of reviews, both on TA and on Google, using new/fake accounts, and maybe help from friends. That (not a couple of negative reviews) and the words slavery and coronavirus are what worried the resort and inspired them to reach out, as well as replying to his TA review. IMO if he had left just one bad review on each platform, nothing would have happened. It was the threat of continuous bad reviews that worried them.

I dont know if you are aware you can respond to a review on the platform, it's always advisable to respond in a positive way sit down stay calm then people can read both sides of the story 

Rule nr 1 : Tourism industry is a service industry, where you must work with the slogan that the clients is always right (nearly)

 

Rule nr 2 : All hotels and restaurants in the world had to live with tripadvisor and other platforms like this, nobody is talking about it is the truth, but everybody can write what they like on these platforms. Thats 2020 now, everybody must learn to deal with the internet.

 

Rule nr 3 : As a manager of a tourism service you must never let a conflict grow big, you must be ready to lose face and compensate the client even it is not fair and do it before the conflict is getting to big.

 

If the hotel/restaurant manager had acted after these simple rules, there would never being a case like this.

 

This would normaly only have being a case between the hotel and the client all over the world.

 

It is unthinkable what is going on now, they take a tourist, arrest him, put him to jail maybe up to more than 2 years, for a simple normal restaurant conflict. Now it is on the headlines on all the mainmedia around the world, now tourist worldwide can/will get scared to visit Thailand.

 

Is this a good deal for Thailand ?

 

The loser is Thailand, I wish all the best for Thailand, in many ways it is fantastic place, but there is some problems with some of the staff................

28 minutes ago, Skallywag said:

The guy was a jerk.  Deport all American jerks I say. (just not me - haha)

I know other Americans and UK expats and younger people living here who are same way. 

Some have been here for years and complain about the "standards" of Thailand businesses, wondering why they do not operate on the same level as American or UK establishments for 1/3 the price.   They cannot seem to think rationally or accept reality IMO.  

The story of this guy sounds like he was acting entitled and superior and just plain argumentative.  No wonder no one at the resort "smiled" at him or were polite

Well said, you skallywag, you (wink, wink).

 

Additionally, show me one hotel restaurant in the U.S. or the UK that does NOT bill a hefty corkage charge if you bring in your own alcoholic beverages -- if they allow it at all. And it's generally quite a bit more than 500 baht, too.

 

Maybe the American at the center of the entire circus had never been to a hotel restaurant in his home country -- because he couldn't afford to?

 

But his self-entitlement as well as alleged false accusations against the hotel still don't excuse the latter's utter over reaction. As we have since seen, it didn't only back-fire spectacularly for the establishment in question but also put a stain on the entire Thai hospitality industry.