I've submitted reviews to places like tripadvisor in the past, but I've often found it difficult to find useful reviews even when they're not hotel-generated. My biggest issue are people who (perhaps because they don't travel extensively) have unrealistic expectations about the properties they stay at. of course hotel rooms in the heart of european cities are going to be smaller than they are in the US. This shouldn't be a surprise. Or the people who are shocked (shocked!) to arrive at a dive resort (that dedicates 90% of its website to its dive facilities) to discover that there's not that much to do besides, um, diving.

i found myself spending way too much time trying to figure out reviewers motivations and possibly unrealistic expectations that it's just not worth it anymore.

The popularity of user-generated website reviews is in response to the lack of information available about the majority of properties in a given area. What if the place in which you are interested in staying is not included in a published guidebook? I find this is especially true for all-inclusives and newer properties. Guidebooks also do not always highlight pros and cons of interest to a specific reader (for example, what room numbers are closest to the beach or the pool). There are many worthy places to stay that are never covered in a guidebook. I too am frustrated in using user-generated websites, especially knowing that some of the reviews must be fake, but I am willing to wade through them in hopes of garnering information that just doesn't seem to be anywhere else.

It is true that user-generated review sites suffer from major problems. It takes care and experience just to get useful information out of them, and even then there are pitfalls. The "best of" lists generated for hotels and restaurants make me want to scream.

However, there are reasons why these web sites have become so popular: professional tour guide sites suffer from their own set of problems. These include limited breadth of coverage, reviews that are often years out of date, and a seeming unwillingness to mention any negatives connected with a property. Indeed, I long ago gave up on the hope of finding any reliable information on restaurants, shows, or tours.

What to do? Read the tour guides, but recognize their shortcomings. Check the user-generated review sites, and recognize their shortcomings as well. Look for specialized sites (e.g., a local restaurant critic, or a user review site devoted to food); these sites have some of the same problems, but seem to be better on average.

I think there is tremendous value to be had in *both* expert-generated and user-generated content (information). Neither is perfect, but in my opinion a mix of the two is better than each alone.

In the name of transparency, some full disclosure first: I am a regular poster in the NYC forum here at frommers.com and up until recently, an active participant and volunteer "Destination Expert" on the Costa Rica forum at TripAdvisor.com. My recent curtailment of TA participation has more to do with me than the TA/Expedia company. Also, my professional work has recently had me interacting extensively with hotel operations leaders.

Arthur, you're an institution who pioneered an industry and over the years built a brand which many people trust for value-oriented travel advice. One only need to look for an empty seat at one of your public appearances to realize that your wealth of knowledge and opinions are in demand. By the same token, your traditional competitors are themselves valued as one-stop-shops by various travelers.

I'm not going to argue against the value of such expertise nor challenge the integrity of your intentions, but somewhere between the purity you espouse and the cynicism of Thomas Kohnstamm's world are limitations that the print editorial process all but ensures and the TripAdvisors of the world are addressing.

In a word, dynamism rules. The restaurant scene can be difficult to keep up with in the best of times, and nowadays even dedicated foodie sites can't keep up with closures and chef/ingredient/menu changes. Some hotels have dropped rates 50% and service standards everywhere are fluctuating as managers try to make it work economically. We don't know if a middling pricey 4-star hotel that rightfully didn't make it in your more value-oriented mix last year now look like a bargain at 40% off because you never included it. Rapidly developing countries? Forget about it...

Ever since Al Gore invented the Internet, technology and price have been conspiring to democratize content. In conjunction with a faltering economy, the likes of TripAdvisor, Yelp, Chowhound, Menupages, Citysearch and a myriad of blogs have finally hit the critical mass levels that are changing the playing field and impacting traditional media -- travel or otherwise. The wealth of info covering every niche possible (and then some) is amazing. Noisy rooms in the east wing from a construction project last month? You'll read about it. Hot new restaurant? Posted. Rumours? Ooooh. Downhill alert? Noted. And it's interactive, with users playing off each other.

But to Pauline's point, all this non-comparative data, even if honestly written, can also be a nightmare. How to sort through?!? Paradoxically, this data dump makes editing and aggregating more important than ever for highlighting the gems amongst the noise (see Arianna Huffington, Matt Drudge).

When there are few reviews, user-generated review sites can present a skewed picture because there are few data points, but as the number of reviews increase, you see patterns and can pick up both some warning signs and nuggets of info relevant to your unique preference profile. On the dark side, you have shilling, sabotage and other forms of gaming the system as Alex described above, but in aggregate does the consumer benefit or get hurt by user-generated content sites? I say benefit. In my "Destination Expert" experience on TripAdvisor, one of the frustrating things was suspected shills and the balance of posters with commercial interests being able to provide valuable information without overdoing the self-promotion, but the payoff was a community that tapped a wide swath of experiences that no person alone could offer. From previous conversations with TA staff, shilling is something they say they continuously struggle with and develop practices to detect and block. In practice, as with anyone, you be the judge. For sites where posters have to register, clicking their user ID to see other posts helps you the user easily judge their credibility too. Access to a lot of data requires something of the consumer that being spoon-fed information does not -- critical thinking.

Will the problems persist? I actually bet they'll only intensify as the same managers who pay attention to internal customer service metrics now look at TripAdvisor, info presented can impact economic performance, and vicious economic pressures on both reviewed entities the expert/user-generated media properties who cover them present opportunities for abuse. But as Alex deftly noted above, so long as there are enough people to offset the abusers, the system will mostly work. I don't think this is being naive.

When friends of mine are coming to New York and ask me for advice, I recommend Pauline's new NYC guidebook as a starting point. Why? Because I find it credible, accommodating yet pushing the boundaries of your average boring NYC guidebook and, the person have a good trip using it without needing my babysitting (yey!). Now for some this may be enough, but I still insist my friends hit up Time Out New York, forums, Chowhound, and yes, TripAdvisor to get additional info for trip planning and the latest info.

The system may not be perfect, but so long as there is competition to keep innovation flowing and ALL you guys honest as you sort out the economics of profitably providing your content in today's highly fractured marketplace, I think we the consumer will win.

BTW, I just noticed that the right sidebar on the page for TripAdvisor's hotel reviews has a section titles "Best Web Links -- Professional Advice" where they highlight expert reviews on the specific property from around the web. One of their sources? Frommers.com.

Frommers did a glowing Review of the newly built Tuckers Point Hotel last year. Its in the Bermuda 2009 guide. It's opening has been delayed with problems and is still under construction.