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Thread: Hotel Review Summary Star Ratings are Granular at Best

  1. #1
    timcapper's Avatar
    timcapper is offline Featured Author
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    Hotel Review Summary Star Ratings are Granular at Best

    If you are in the Hotel space, you have probably noticed that Google creates review summaries with their own separate rating. When these came out last year Google confirmed they were separated into relevant sections that they could understand.

    If they do not have enough information to be able to create the review summaries, then the 3 review snippets remain until they have enough data.

    Unsurprisingly these review summaries are far too granular and rely on specific words to trigger the addition to the summary. It's quite clear that Hummingbird and Rankbrain are not at work in understanding the nuances of the review.

    Room Review Summary: 1.0



    Hotel Review Summary Star Ratings are Granular at Best-screencapture-87-.png

    I happened to notice this when looking at Brazil hotel prices ahead of Olympic games.

    In this Rooms or Quartos is simply that, the two poor reviews that actually used the word Room or Quartos. The algo seemingly ignores all other reviews that mention accommodation, bed, stay etc.

    Service & Facilities Review Summary: 2.5



    Hotel Review Summary Star Ratings are Granular at Best-screencapture-90-.png

    To be perfectly honest here, toting up the reviews that had any mentions of service or facilities, no matter what bayesian equation you throw at this, something is not adding up.

    The location summary snippet, I am a little perplexed over. Surely a guest would know the location of a hotel they booked at, would you even need to comment on the location, oh it takes all sorts.

    The Good'sh News



    When i queried the first Room 1.0 results, I got the reply that they should be able to re-adjust the average.

    It remains to be seen and I'll update when I hear back.

    Is Review Bot Borked?



    The answer is Yes.

    Hotel Review Summary Star Ratings are Granular at Best-screencapture-88-.jpg


    Not only based on the above review found on the Ritz hotel site but also my recent Cincinnati Zoo report.


    Is it just me or do things seem to be going backwards with business pages at the moment ?
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    CodyBaird (06-04-2016),James Watt (06-03-2016),Linda Buquet (06-01-2016)

  3. #2
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    Linda Buquet is offline Community Leader - Google Local Specialist
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    Re: Hotel Review Summary Star Ratings are Granular at Best

    Thanks so much for the information Tim! (Will share it tomorrow AM.)

    I don't look at the hotel space so have not analyzed this type of thing.
    But you are right, sure looks odd!
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    Re: Hotel Review Summary Star Ratings are Granular at Best

    Thanks for sharing Tim.

    Have you reached out to TrustYou about this? From what I understand, they are the ones summarizing the reviews and passing the results on to Google.

    I'm surprised they haven't put in place review count thresholds prior to "summarizing".
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    Re: Hotel Review Summary Star Ratings are Granular at Best

    Wow, very interesting. I wonder if that's got something to do with why one of my clients has all 5-star reviews, but it's summarized at 4.8....

    Thanks for the insight!
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    mblumenthal is offline Leading Expert
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    Re: Hotel Review Summary Star Ratings are Granular at Best

    Quote Originally Posted by Dillon Brickhouse View Post
    Wow, very interesting. I wonder if that's got something to do with why one of my clients has all 5-star reviews, but it's summarized at 4.8....

    Thanks for the insight!
    Dillon

    As fabaziou pointed out, the issue noted by Tim is caused by the fact that Google's summaries for Hotels are provided by a 3rd Party company called TrustYou and are independent of Google's internal calculations (as far as I can tell). As Google notes in the info bubble on Hotel summaries: Review summaries provided by TrustYou.

    Your issue of having a 4.8 average is solely related to Google's internal reviews and is caused by Google using a Bayesian average when there are fewer than 10 reviews. This averaging method includes data from the larger data set of other listings to predict the likelihood that the rating will go down. You can read more about Google's system here: Why does Google show a 4.8 rating when I have all 5-star reviews?
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    Re: Hotel Review Summary Star Ratings are Granular at Best

    I love this forum. Thanks for sharing Tim & Mike


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