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The good, the bad and the awful – how businesses reacts to online reviews

<div class="theconversation-article-body"> <a href="https://theconversation.com/profiles/mina-tajvidi-1192090">Mina Tajvidi</a>, <a href="https://theconversation.com/institutions/queen-mary-university-of-london-1745">Queen Mary University of London</a>; <a href="https://theconversation.com/profiles/nick-hajli-1426223">Nick Hajli</a>, <a href="https://theconversation.com/institutions/loughborough-university-1336">Loughborough University</a>, and <a href="https://theconversation.com/profiles/tahir-m-nisar-1050021">Tahir M. Nisar</a>, <a href="https://theconversation.com/institutions/university-of-southampton-1093">University of Southampton</a> Every day travellers across the globe are flocking to popular destinations, eager to relax and create memories. Alongside packing and planning, many turn to online reviews to choose the perfect hotel, restaurant, or activity. These reviews, often shared enthusiastically or with a hint of frustration, play a key role in shaping our experiences. But what happens to these reviews once they are posted? Do businesses truly read them, and if so, do they make changes based on customer feedback? The short answer is yes, businesses do read reviews and often act on them. In fact, for many, it’s a crucial part of their <a href="https://www.sciencedirect.com/science/article/abs/pii/S004016252100384X">customer engagement strategy</a>. Reviews offer a treasure trove of insights, from customer satisfaction and service quality to product usability and pricing perceptions. But beyond the numbers and star ratings, reviews provide a story of the customer experience that can highlight strengths and reveal weaknesses. Businesses, particularly in competitive industries like hospitality, often have dedicated teams or <a href="https://broadly.com/blog/reputation-management-tools/">software tools</a> to monitor reviews across platforms like Tripadvisor, Google, and Yelp. These tools can aggregate reviews, analyse sentiments, and even benchmark against competitors. For example, a hotel chain may use these insights to identify common themes in guest feedback, such as complaints about check-in delays or praises for room cleanliness. By doing so, they can prioritise issues and respond effectively. However, reading reviews is just the beginning. The real value lies in how businesses respond to them, and whether they take actionable steps to address the feedback. In many cases, customer reviews have become catalysts for change. For instance, a recurring complaint about outdated decor might prompt a hotel to refurbish its rooms. Similarly, consistent praise for a friendly staff member can lead to rewards or recognition programmes, boosting employee morale and enhancing the overall guest experience. <a href="https://ieeexplore.ieee.org/document/10614398">Some businesses</a> go a step further by engaging directly with reviewers. This engagement can take various forms, from public responses thanking customers for their feedback to private messages addressing specific concerns. <a href="https://www.emerald.com/insight/content/doi/10.1108/ITP-09-2018-0415/full/html">Such interactions</a> not only show that a business values its customers, but also humanises the brand, fostering trust and loyalty. A well-handled response to a negative review can even turn a dissatisfied customer into a loyal advocate. <h2>The role of negative reviews</h2> Negative reviews, while often dreaded by businesses, are an essential component of the feedback process. They provide honest, often blunt insights into what went wrong and where improvements are needed. For instance, during the holiday season, a restaurant might receive complaints about long wait times or underwhelming festive menus. Instead of viewing these reviews as setbacks, savvy businesses see them as opportunities to refine their offerings and enhance customer satisfaction. In some cases, businesses have <a href="https://ieeexplore.ieee.org/document/10614398">used negative reviews</a> as a springboard for innovation. A restaurant receiving feedback about limited vegetarian options might introduce new menu items, attracting a broader clientele and boosting sales. Similarly, a hotel criticised for lack of amenities might invest in additional facilities, improving its appeal and competitiveness. As technology evolves, the landscape of customer reviews and business responses is also changing. The rise of artificial intelligence and machine learning that uses algorithms has made it easier for businesses to analyse vast amounts of feedback and identify trends quickly. This capability allows for more proactive responses, with businesses anticipating issues before they become widespread problems. Moreover, the increasing use of video and photo reviews adds a new dimension to customer feedback. <a href="https://www.emerald.com/insight/content/doi/10.1108/JPBM-01-2019-2194/full/html?casa_token=adZDhhc3f0IAAAAA:7jPn1_y31gfB4BjJjLdl8QnnFixO3XCEOKbtemd0N2vhh_UCEHa1vjisRj3X3K1iw7UIRL1yylJGN6CCqPbW1Bs4CoSto1x0M1ntb_RtD7z-ZXHzj7Q">Visual reviews</a> can provide a more vivid portrayal of experiences, from showcasing a beautifully plated dish to highlighting a less-than-sparkling pool. Businesses are adapting to this trend by incorporating user-generated content into their marketing strategies, showcasing real-life customer experiences to attract new clients. However, the rise of fake reviews is a growing concern. In 2023, the popular travel website Tripadvisor <a href="https://www.tripadvisor.com/TransparencyReport2023#group-section-Fake-Reviews-HZjJZOxSZ4">saw an overwhelming influx</a> of user-generated content, with over 30 million reviews, however, amid this vast pool of feedback, 1.3 million reviews were flagged as fraudulent and subsequently removed. In the end, customer reviews are not just fleeting opinions left in the digital atmosphere. They are valuable conversations between businesses and their customers. For businesses, reviews offer an opportunity to understand their clients’ needs, address concerns, and celebrate successes. That is why businesses like <a href="https://www.aboutamazon.com/news/policy-news-views/how-ai-spots-fake-reviews-amazon">Amazon are using AI</a> to manage the reviews. By reading, responding, and, most importantly, acting on reviews, businesses can foster a loyal customer base and continually improve their offerings. So, the next time you leave a review, remember that someone is listening, and your words may just be the catalyst for positive change.<img style="border: none !important; box-shadow: none !important; margin: 0 !important; max-height: 1px !important; max-width: 1px !important; min-height: 1px !important; min-width: 1px !important; opacity: 0 !important; outline: none !important; padding: 0 !important;" src="https://counter.theconversation.com/content/236194/count.gif?distributor=republish-lightbox-basic" alt="The Conversation" width="1" height="1" /> <a href="https://theconversation.com/profiles/mina-tajvidi-1192090">Mina Tajvidi</a>, Lecturer in Digital Marketing, <a href="https://theconversation.com/institutions/queen-mary-university-of-london-1745">Queen Mary University of London</a>; <a href="https://theconversation.com/profiles/nick-hajli-1426223">Nick Hajli</a>, AI Strategist and Professor of Digital Strategy, <a href="https://theconversation.com/institutions/loughborough-university-1336">Loughborough University</a>, and <a href="https://theconversation.com/profiles/tahir-m-nisar-1050021">Tahir M. Nisar</a>, Professor of Strategy and Economic Organisation, <a href="https://theconversation.com/institutions/university-of-southampton-1093">University of Southampton</a> Image credits: Shutterstock This article is republished from <a href="https://theconversation.com">The Conversation</a> under a Creative Commons license. Read the <a href="https://theconversation.com/the-good-the-bad-and-the-awful-how-business-reacts-to-online-reviews-236194">original article</a>. </div>

Travel Trouble

"Sexy Santas" cause outrage at Seven staff meeting

Channel 7 has come under fire after footage of a routine staff meeting featured scantily clad dancers dressed as Santa. The meeting of Seven Network parent company Seven West Media in Perth was held on Friday to introduce a series of new hires and appointments, while deputy news director Ray Kuka also discussed upcoming programming for the rest of the year. As part of the announcement, Kuka spoke of Perth’s annual Christmas Pageant on December 7th, when Mariah Carey’s All I Want for Christmas started playing and a group of female dancers wearing Santa hats and short red dresses appeared and started dancing. Female staff who watched on were said to have been "dumbstruck and horrified" by the bizarre scene, with <a href="https://www.afr.com/rear-window/stokes-woke-regime-comes-with-sexy-surprise-20240825-p5k54h" target="_blank" rel="noopener">The Australian Financial Review</a> claiming many likened the dancers to "sl*tty elves". A photo of the event was shared online and drew heavy criticism, as one worker shared that the performance prompted a mass walk out of outraged staffers. “OMG – if they thought that was even slightly appropriate given everything we’ve found out about them, the cultural makeup of that organisation is badly broken,” one person wrote online. “That will help fix the culture issues which have been uncovered.” A spokesman for Seven West Media defended the dancers, explaining that they were part of the Christmas Pageant, which is a “Perth institution”. The footage of the meeting comes as Seven faces a series of internal challenges as they fight allegations of being a "toxic" workplace. Ryan Stokes, the managing director of Seven Group Holdings Ltd, recently called inappropriate behaviour in media an "industry-wide problem". Stokes said it was "disappointing that there is a perception [that] inappropriate behaviour" was tolerated at Seven because "we don't tolerate any inappropriate behaviour". Image credits: Seven West Media

Legal

Larry Emdur's post-Logie staff email leaked

Larry Emdur won his first ever Gold Logie on Sunday night following four decades on screen and the Channel 7 co-host has been celebrating since. Not only did he fulfil his promise to get his butt <a href="https://www.oversixty.com.au/entertainment/tv/larry-emdur-gets-tattooed-live-on-air" target="_blank" rel="noopener">tattooed live on air</a> on the Morning Show on Monday, a leaked email shows that the celebrations are still in full swing as he reportedly plans to throw a pizza party at the network's office. “Hi everyone, Larry here. My arse is OK, thanks for asking in the lift, in the foyer, in the carpark, in the studio, in the coffee shop,” Emdur began the email reportedly seen by news.com.au. “I know this Logie belongs to you all, it’s been a huge team effort and I know, willingly or unwillingly, most of you were roped into the Logies campaign. “I can only think of one way to thank you all, all at once. PIZZA!!!!! Please leave your lunch at home, I’ve organised a pizza truck. “Even if you voted for Andy Lee, please grab a pizza,” he concluded. Just days before the Logies, Emdur told the publication that he was confident he wouldn't win and vowed to get the nominees<a href="https://www.oversixty.com.au/entertainment/tv/larry-emdur-s-crazy-pledge-ahead-of-logies" target="_blank" rel="noopener"> initials tattooed</a> on his butt live-on air if he did, and that's exactly what he did to the amusement of co-host Kylie Gillies. The tattoo design featured the shape of a Logie trophy with the other nominees’ initials engraved on it: Asher Keddie, Andy Lee, Sonia Kruger, Tony Armstrong, Robert Irwin and Julia Morris. “I love this tattoo. This for me will remind me forever of a beautiful night," he said after getting tattooed. He also took home the Silver Logie for Most Popular Presenter at this year's Logies. Images: Instagram

Dental staff fired for mocking cancer patient’s private diary

Shocking video has emerged of two dental staff reading a cancer patient's private diary aloud while laughing and mocking her concerns. The video which captured the American employees at Premier Dental Group (PDG) of Knoxville laughing as they read the private diary entries was captioned: "Found a patients journal and now it's story time lmao." The footage was reportedly filmed by another staff member who could be heard giggling throughout the video, according to the New York Post. A woman in black scrubs was filmed reading passages from the diary to others in the room and describing the radiation treatments the worried patient faces. Another woman was sitting cross-legged on the office floor and listening intently, a male employee was also in the room but he did not intervene or join in with the women. It’s not clear how staff obtained access to the patient’s private journal, or why they decided to read it. The video sparked outrage across social media, with Premier Dental Group of Knoxville having to share an apology on Facebook acknowledging the incident. "Premier Dental Group of Knoxville is aware of a recent incident involving an inappropriate video created and shared by some of our employees that addressed an individual’s medical condition in a disrespectful and unprofessional manner.” “We deeply regret this incident and the hurt [it] has caused,” they wrote in the statement which has now been deleted. A spokesperson for PDG confirmed to the New York Post the female employees involved in the incident were fired “effective immediately”. After an investigation it was determined that the male employee in the video did not participate and kept his job. “We are committed to maintaining a respectful and professional environment for everyone, and we will continue to take necessary actions to uphold these standards,” the practice said. Images: news.com.au

Caring

Expert reveals why you shouldn’t use hotel hair dryers

An expert has shared why you should avoid using hair dryers that are provided in hotels. Many travellers rely on these handy devices that are often found in bathroom drawers in hotels, instead of packing your own hair dryer that can often take up valuable luggage space. However, trichologist Jacqui McIntosh, who focuses on diseases related to the scalp and hair, said travellers should avoid these appliances at all costs. According to the expert, there's a high chance there are bacteria and germs lurking inside the hair dryer that have been passed between hotel guests. "Using a hairdryer riddled with bacteria and germs does pose health risks and can be detrimental to your hair health," she told The Mirror. McIntosh says when the microorganisms inside a hairdryer make their way onto your hair and scalp, "they can spark infections and irritations, disrupting your hair follicles and slowing down healthy growth." Even without the worry of bacteria and germs, there's a chance of dust and mould lurking inside the appliance, which she says are "troublemakers for your scalp". "Neglected hair dryers are time bombs waiting to go off. Debris buildup inside the device spells overheating, increasing the risk of singeing your hair or scalp," she explained. McIntosh also clarified that, as pointed out in a 2009 study, hairdryers are one of the handful of items that are missed by hotel cleaning staff, so next time you’re staying in a hotel, probably best to bring your own hair dryer. Image credits: Shutterstock

Travel Trouble

Olympic disaster as Nine publishing staff stage mass walkout

Nearly all journalists employed by Nine Entertainment newspapers – more than 90 percent – are going on strike just as the 2024 Olympic Games in Paris are about to commence. This includes 20 reporters already on the ground in Paris, significantly impacting coverage of the event. The strike, beginning Friday July 26 and lasting for at least five days, follows a vote by staff at Nine's key mastheads – The Age, the Sydney Morning Herald, Australian Financial Review, WAtoday, and Brisbane Times– who overwhelmingly supported the industrial action. The decision comes after failed negotiations over annual pay rates between union representatives and Nine Entertainment management. During a crucial meeting on Thursday, <a href="https://www.news.com.au/entertainment/tv/current-affairs/more-than-90-per-cent-of-nine-publishing-staff-walk-off-the-job-on-eve-of-2024-olympics/news-story/1bb81c607dbae8c7756e9726d085e45c" target="_blank" rel="noopener">news.com.au reported</a> that a 3.5 percent annual pay rise offer from Nine executives, up from the existing 2 percent, was rejected by journalists. The Media, Entertainment & Arts Alliance (MEAA), representing 90 percent of the journalists, deemed the proposal insufficient amid ongoing inflation and recent announcements of significant job cuts, including 90 positions from the publishing division. The strike, coinciding with the Olympic Games' opening, poses a substantial challenge for Nine, which holds exclusive broadcast rights to the event in a $305 million deal. The company has assured the public that plans are in place to maintain production and distribution during the walkout, with "skeleton staff" working in local newsrooms. In a statement, Nine's publishing managing director, Tory Maguire, expressed disappointment over the union's decision while still committing to continued negotiation: "While it is disappointing the union has elected to proceed with industrial action, we can confirm comprehensive plans are in place to ensure the production and distribution of Nine Publishing mastheads will not be impacted and our readers will continue to have access to unrivalled coverage of the Paris Olympics." The situation is further complicated by concerns among staff over job security and the potential use of artificial intelligence in journalism, exacerbating fears of further job losses. Should the strike threaten to extend beyond the initial five days, the financial implications for Nine are substantial. The network, having invested over $120 million in this year's Games, faces potential losses amid high production costs and declining advertising revenue. Image: Nine Entertainment

Legal

Channel Nine staff viciously attacked on streets of Paris

In a troubling incident that raises serious concerns over safety at the Paris Olympics, two radio technicians from Channel Nine's Olympic team were attacked on Tuesday evening in an apparent attempted robbery. This attack occurred <a href="https://oversixty.com.au/finance/legal/aussie-woman-s-horror-assault-in-paris-days-before-olympics" target="_blank" rel="noopener">just days after the alleged gang rape</a> of a 25-year-old Australian woman in the French capital, highlighting escalating security risks as the Games approach. Channel Nine’s Director of Sport, Brent Williams (pictured above), informed staff that the two technicians had left the International Broadcast Centre and were walking to their accommodation in the north-eastern suburb of Le Bourget when they were assaulted by a group of men. Describing the incident as "an assault of a serious physical nature", Williams confirmed that the victims managed to escape and find safety. The incident has been reported to the police. In light of this attack, Nine has reminded its staff to stay vigilant and to remove their Olympic credentials when not required, especially when travelling. Broadcasters have been warned by security experts that despite increased military and police presence in the capital, criminals may still target those they perceive as vulnerable. This incident follows another harrowing event involving an Australian citizen. The Paris prosecutor's office has confirmed an investigation into the alleged gang rape of a 25-year-old Australian woman, which occurred on the night of July 19 to 20. The woman sought refuge in a café in the 18th arrondissement. French Interior Minister Gérald Darmanin has stated that while the investigation is a matter for the police, he is closely monitoring developments. Darmanin has also issued a handwritten letter to all police officers, gendarmes, firefighters, emergency service personnel and intelligence agents, acknowledging the difficulty of their task. “The eyes of the world will be fixed on you," Darmanin wrote. "Your task will not be easy", urging them after four years of intense presentation to “present the most beautiful face of France”. The French authorities have deployed 35,000 police and gendarmes, with plans to increase this number to 45,000 for the opening ceremony. Additionally, 18,000 soldiers are on standby to counter potential threats, with an Islamist terror attack being the primary concern for organisers. As preparations continue, authorities are under immense pressure to safeguard the Games and mitigate the risks posed by criminal activities and potential terrorist threats. The world will be watching as Paris strives to balance the celebration of athletic achievement with the paramount need for security. Image: <span style="box-sizing: border-box; color: #212529; font-family: -apple-system, 'system-ui', 'Segoe UI', Roboto, 'Helvetica Neue', Arial, sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji', 'Segoe UI Symbol', 'Noto Color Emoji'; font-size: 16px; background-color: #ffffff;">Richard Ellis/UPI/Shutterstock Editorial

Travel Trouble

Motive and cause of death revealed after six found dead in luxury hotel

Six people found dead in a luxury hotel room in central Bangkok are believed to have died due to poisoning, according to Thai police. Authorities shared photo of the teacups found in the room on the fifth floor of the hotel, revealing they found traces of cyanide in the cups. The bodies of two American and four Vietnamese nationals were found by hotel staff on Tuesday evening, after staff entered the room to inform them it was past check out time. The group, made up of three men and three women aged between 37 and 56, likely drank from tea and coffee cups laced with cyanide following a dispute linked to bad investments, Thai police said on Wednesday. Photos of the crime scene released by authorities show a lack of struggle and violence, instead showing bodies scattered around the room among plates of untouched food, and two thermos flasks and cups. Initial examinations revealed the presence of cyanide in six cups, according to police. “The mouths and nails on all the bodies turned purple, showing a lack of air could be a joint reason of the cause of the death,” forensic doctor Kornkiat Vongpaisarnsin, told a press conference at the Chulalongkorn University. “We presume they all died from cyanide which causes a lack of air in some organs,” he added. Authorities initially said they were searching for a seventh person who was part of the hotel booking, but on Wednesday they dismissed this line of inquiry, saying they believe one of the dead people poisoned the others with the deadly fast-acting chemical cyanide. “We are convinced that one of the six people found dead committed this crime,” said Noppasil Poonsawas, a deputy commander of Bangkok police. That person, police said, had ordered the food and tea to the room and “looked under stress” when staff arrived. After conducting interviews with hotel staff, Noppasin said one of the members of the group was alone in the room when the food arrived and was later joined by the other guests. He added that the incident was likely linked to a “personal matter” and not related to organised crime as interviews carried out with relatives of the dead indicated a dispute over debt. “One of the relatives said one of the deceased was an investment agent and all (the deceased) invested, but the business was not going as expected. They made an appointment to discuss the matter in Thailand,” Noppasin said. Police believe that the woman who poisoned the group did so after she accrued huge debts related to an investment in a hospital in Japan, according to police sources cited by Vietnamese media. She had allegedly convinced a married couple and two other victims among the dead to pour funds into the project, but they had reportedly lost roughly $280,000 AUD as a result. Tran Dinh Dung, the father of one of the victims, said his 37-year-old son was due to return to Vietnam last Sunday. “I kept calling him but couldn’t get through so I was very worried, but I didn’t expect him to die in Thailand,” Dung said in an interview with Vietnam’s Thanh Nien newspaper. “Phu’s mother has fainted countless times, she could not bear this shock,” he said. Image credits: AFP/Anusak Laowilas/NurPhoto/Shutterstock Editorial

Legal

Six people found dead in luxury hotel

A disturbing theory has emerged after six people were found dead in a luxury hotel room in central Bangkok. According to Bangkok’s Metropolitan Police commissioner Thiti Saengsawang, hotel staff at the Grand Hyatt Erawan discovered the bodies of six people in a fifth-floor room after they missed check out time by more than 24 hours. After concluding that the incident did not appear to be a robbery and none of the bodies showed any signs of physical violence, Thai Police are exploring the possibility that the people were poisoned. Police shared that they "needed to find out the motives", and that the deaths were the result of a "killing", not a suicide. Authorities conformed they are investigating the potential poisoning after Thiti said cups with traces of a white powder were located in the room, along with untouched food that had been ordered earlier. As police continue their investigation into the shocking deaths, they are currently searching for a seventh person who was part of the hotel booking and is now a possible suspect. Two of the dead were US citizens of Vietnamese background, while the other four were Vietnamese nationals. Thiti said police believe one member of the group had tried to reach the door to escape but fell and died before they could get there. The Thai government issued a statement after the killings, with Thai Prime Minister Srettha Thavisin saying, "There were no signs of a struggle," adding, "We need to conduct an autopsy." He also "ordered all agencies to urgently take action to avoid impact on tourism,” given that the luxury hotel is situated in a popular tourist area. Image credits: BBC / Royal Thai Police

Travel Trouble

Tourism Australia staff caught spending $140k of taxpayers' money on personal travel

Three Tourism Australia employees have been fired after spending $137,441 of taxpayers' money for personal travel expenses, with the National Anti-Corruption Commission (NACC) called in to investigate. Tourism Australia is the government agency in charge of promoting Australia's tourism industry abroad. Tourism Australia chief executive Phillipa Harrison appeared before a Senate committee in Canberra on Tuesday and confirmed the breach of the agency’s travel policy. The spending had been uncovered in October 2023 when the agency's own staff detected the misuse of funds and “immediately reported and escalated” it. “The three employees undertook personal travel that was booked through Tourism Australia’s corporate travel agent and was invoiced to Tourism Australia,” she told the committee. “Tourism Australia demanded that the three individuals repay the full amount of this travel.” She added that the full amount was repaid to Tourism Australia last December, and the three employees have since been sacked. Harrison also said that Deloitte was hired to do an extensive audit dating back to 2021 “to ensure that we understood the full extent of the issue” but “no further instances of wrongdoing were identified”. “Off the back of the audit I have overseen a strengthening of our travel policy processes to ensure the conduct cannot be repeated,” she said. Tourism Australia have referred the matter to the NACC and are awaiting a response. When asked by New South Wales Nationals senator Ross Cadell about the identities of the staff and whether the agency's chief financial officer was among those involved, she replied: "The NACC has advised me that I'm unable to provide the further details on the roles and the people involved until they have finished their investigations." "To do so may compromise current or potential investigations, and prematurely impact the reputations of individuals in circumstances where the legislation enacted by parliament intends to avoid that by requiring that investigations, generally, be conducted in private and that information concerning them is not to be disclosed." She took a question on notice about how many trips were booked by the staff and the destinations for the travel. Her refusal to answer the questions caught the senator off-guard and he said: “I am shooketh, shaken, by not being able to ask these questions,” before calling a short suspension to discuss the concerns. On return, she officially claimed “public interest immunity” and was told she had to outline the situation in writing. "I have to say, this is the first time in my experience where a direction from the NACC has directed an official not to make a public statement," Tourism and Trade Minister Don Farrell said. "This does present some significant issues which I myself would like to get clarified. "You and I both voted for this legislation and obviously this is how it's being applied. The witness, obviously, has to comply with the direction of the NACC, she has no choice." The matter has not been referred to authorities. Image: Tourism Australia/ news.com.au

Travel Trouble

"Expectation vs Reality": Woman's reaction to hotel scam

A woman was left outraged after forking out on a hotel room with a gorgeous sea view, only to find out she had fallen for a scam. Influencer Clarisa Murgia paid an obscene amount of money for the room with a view, which was advertised as part of a holiday of a lifetime across Europe. Expecting blue seas, sailing boats and a view of the mountain range, the influencer was utterly disappointed when she found out that the breathtaking views was nothing but a poster attached to the wall of the building outside her window. She shared footage of the "view" on TikTok, with the caption "Expectation vs Reality" and from one angle the poster looked just like the real thing. But as she pans to the another side, the massive poster emerges attached to a crumbling white wall, with her actual view being rows of barred white windows and a dingy alley. "Someone rented a B&B with a sea view. I feel scammed, guys," the influencer added. "No one has ever deceived me like this before, hahaha." The video racked up over 2.5million views, with many joking about her unfortunate situation. "Not even my ex lied that much," one joked. "My luck in life is summarised in this video," another added. "That's why I always look at the location so I don't fail," a third wrote. Images: TikTok

Travel Trouble

10 tips for a better night’s sleep in a hotel room

From noisy neighbours to unbearable bedding, a good night’s sleep in a hotel room can be hard to come by. Here are 10 tips to help you get decent shut eye. 1. Book a room midway down a hallway This is generally the quietest part of the floor, way from ice and wending machines, laundry facilities, exits, closets and any other places where sudden noises might occur. 2. Try to avoid rooms facing a pool While the view is something to admire, pools can also be the sight of noise generating late-night gathering and any sounds generally echo loudly off the water. 3. Inquire at the front desk about pillow options If the wrong pillow gives you back or neck pain have a chat to the front desk when checking in. Most hotels stock pillows of varying firmness, and can offer a better fit. 4. Pack earplugs and eyeshades When you’re struggling to get to sleep the tiniest noise or ray of light can end up being a huge distraction. Nip this in the bud by packing earplugs and eyeshades. 5. Turn your mobile phone off Mobile notifications can be a huge distraction (particularly when they’re coming from friends and family in different time zones). Turn your phone off, and enjoy the bliss. 6. Make use of your ‘do not disturb’ sign If you’re planning to sleep in make sure you put your ‘do not disturb’ sign on the outside doorknob, otherwise you might get a rude awakening from a housekeeper. 7. Report any noises immediately Sometimes a quick pound of the wall will quiet down a noisy neighbour, but this doesn’t always work. If the people in the room next to you won’t keep quiet, make sure you let the front desk know and they can take the necessary actions. 8. Adjust the room temperature Most people sleep better in a cooler room, so make sure you adjust the temperature to whatever is the best fit for you to get sleep. Even just opening the window a tiny little crack can make a big difference in terms of your overall comfort levels. 9. Ask the front desk about blackout shades Particularly if you’re staying in a city that’s full of lights, noises and distractions, blackout shades can provide you with a level of peace and comfort that will help you sleep. 10. Consider bringing your own sheets Particularly if you’ve got skin sensitives, it’s generally a good idea to bring your own sheets (if you’ve got enough space). The familiar scent and feel will really help you sleep. Image credits: Shutterstock

Travel Tips

The truth about hotel bathrobes

When the time comes to check out of a hotel, it is hard to resist the urge to search the room for any freebie items that can we can slip into our suitcase. Robes and slippers are the hotel items that cause the most confusion among guests about whether they can take them home without any consequence. <a href="https://www.escape.com.au/travel-advice/to-steal-or-not-to-steal-what-you-can-and-cant-take-from-hotel-rooms/news-story/7fa7f374957edf51512c0c5dc62f4ed2" target="_blank" rel="noopener">Escape</a> has revealed that robes are off limits for most hotels and that guests will also be hit with an extra charge if one goes missing. Hotel bathrobes are laundered and then reused for the next guest. However, most hotels do not mind if slippers are taken by guests because they will not be used again. “Slippers won’t be used again,” explained Hotels.com marketing manager David Spasovic. “So you may as well stash them away for you to use on your next flight – they’re ideal for wearing on a long haul. Hold back on the robe though.” There are plenty other items that are up for the taking at hotel rooms, but it is important to make sure you don’t get too carried away. “The general rule of thumb is that if it can't be reused then it can be taken,” said David. “Miniature toiletries, shower caps, combs, disposable razors and toothbrushes. These are all goodies that can be swiped.” Pier One Sydney Harbour Hotel’s general manager, Kim Mahaffy said, “We expect guests to either use or to take consumable items, including soap. But preferably not two dozen from the housekeeping cart!” As a general guide, pillows, towels, robes, bed sheets and electrical items cannot be taken from hotels. But slippers, soap, shampoo and conditioner, tea and coffee and pens, are up for grabs. Image credits: Getty Images

Travel Tips

Bold idea sees hotel offer thousands in cash back if it rains

In a move that's making waves in the travel industry, a posh hotel in the heart of Singapore has rolled out a revolutionary offer: rain insurance. Yes, you heard it right – rain insurance! InterContinental Singapore, a sanctuary for jet-setters seeking respite from both the humidity and the occasional tropical deluge, has unleashed a game-changer for travellers. Dubbed the "Rain Resist Bliss Package", this offer promises to keep your spirits high even when the rain gods decide to throw a dampener on your plans. Picture this: you've booked your suite at this 5-star haven, eagerly anticipating your Singapore escapade. But lo and behold, the forecast takes a turn for the soggy, threatening to rain on your parade – quite literally. Fear not, dear traveller, for with the Rain Resist Bliss Package, you can breathe easy knowing that if your plans get drenched, your wallet won't. Now, you might be wondering, how does this rain insurance work? Well, it's as simple as Singapore Sling on a sunny day. If the heavens decide to open up and rain on your parade for a cumulative 120 minutes within any four-hour block of daylight hours (that's 8am to 7pm for those not on island time), you're entitled to a refund equivalent to your single-night room rate. The package is available exclusively for suite room bookings starting from $SGD850 per night – so that’s around $965 rain-soaked dollars back in your pocket, no questions asked. No need to jump through hoops or perform a rain dance – just sit back, relax, and let the rain do its thing. And fret not about having to keep an eye on the sky – the clever folks at InterContinental Singapore have got you covered. They're tapping into the data from the National Environmental Agency Weather Station to automatically trigger those rain refunds. It's like having your own personal meteorologist ensuring that your plans stay as dry as your martini. But hey, if the rain does decide to crash your party, fear not! The hotel has an array of dining options to keep your tastebuds entertained while you wait for the clouds to part. And let's not forget, Singapore isn't just about sunshine and rainbows – there are plenty of indoor activities to keep you occupied, from feasting at Lau Pa Sat for an authentic hawker experience to retail therapy at Takashimaya. And here's a silver lining to those rain clouds: fewer tourists! That's right, while others might be scrambling for cover, you could be enjoying shorter lines, less crowded attractions, and even snagging better deals on accommodations. Plus, let's not overlook the fact that the rain brings a welcome respite from the tropical heat, making outdoor adventures all the more enjoyable once the showers subside. So, pack your umbrella and leave your worries behind. With InterContinental Singapore's Rain Resist Bliss Package, you can embrace the unpredictable and turn even the rainiest of days into a memorable adventure. After all, as they say, when life gives you lemons, make Singapore Slings and dance in the rain! Images: InterContinental Singapore / Getty Images

International Travel

Iconic Victorian Sphinx Hotel up for sale

The iconic Sphinx hotel is in Geelong, Victoria is up for sale for the first time in over 50 years. The Ramia family, who built a 14m-high replica sphinx on the roof of their pub, are looking to sell their property after 53 years of ownership. “We’ve got to the stage where we all want to do our own thing and it’s quite a large family,” George Ramia, the owner of the hotel said. “We’re up to nearly 53 years here and I think we’re getting a bit tired. “I started work here when I was about 14. I recall those days I wasn’t allowed in the pub but I used to do all the beer lines. “Johnny O’Keeffe used to play a lot and he always asked me to play pool, and I was a pretty good player because it’s all I was allowed to do.” Ramia who started working at the former Golf View Hotel when he was 14, saw the venue change throughout the decades from a home for live music to a bistro and recently renovated sports bar. He also saw the venue grow in popularity, after a period of financial difficulties, when the pub was remodelled with the 14m-high Sphinx on the roof, completed with Egyptian-style motifs including hieroglyphics and even a mock gold pharaoh’s tomb in the 1990s. The pub continues to host live bands and events, including the Geelong Elvis Festival. The Sphinx Hotel is positioned on a 15,000sq m freehold land parcel, with 16-rooms of various configurations, with approvals in place to develop a further 24 rooms. It also features 67 electronic gambling machines, multiple bar areas and function rooms, an outdoor beer garden, a TAB and a recently renovated sports bar. The sale of the property also include the drive-through bottle shop and a licence capacity for 1010 patrons. The hotel is available as either a new long-term lease or a freehold going concern, which is currently being managed by CBRE Hotels’ senior director Scott Callow. “Geelong’s Sphinx Hotel presents a compelling investment opportunity in the thriving gaming and entertainment industry,” the CBRE Hotels’ senior director said. “We anticipate strong interest from a range of investment segments seeking to gain a significant foothold in Victoria’s tightly held gaming market.” Images: Sphinx Hotel / Facebook

Real Estate

Elle Macpherson reportedly caught snapping at airport staff

Elle Macpherson was reportedly overheard snapping at border security staff in Dallas Fortworth Airport, after being forced to double-back through a checkpoint. The 59-year-old Aussie supermodel had to wait for over 20 minutes at the security stop, and a witness reported that Macpherson was visibly frustrated during the incident. The onlooker claimed that Macpherson told the security staff: “Why did you just say I could go through and then tell me I had to come back?” “You just let five people through, I was before them and now I’m at the back again.” Images obtained by <a href="https://www.perthnow.com.au/entertainment/celebrity/australian-supermodel-elle-macpherson-gets-frustrated-at-dallas-fort-worth-airport-in-texas-c-12525462" target="_blank" rel="noopener">Perth Now</a> show a frustrated-looking MacPherson checking her boarding pass while rocking a a fluffy statement vest, cowboy boots and flared jeans with a leopard print Christian Dior bag in hand. In another photo, Macpherson was pictured putting on her cowboy boots after passing through the checkpoint. It is unclear why Macpherson was travelling through Dallas. This news comes after the supermodel recently celebrated her <a href="https://www.oversixty.com.au/health/body/elle-macpherson-marks-major-20-year-milestone" target="_blank" rel="noopener">one-year anniversary</a> with partner Doyle Bramhall, and 20 years of sobriety. Macpherson and her partner are avid travellers, with the model sharing a bunch of photos from their adventures and describing themselves as “nomadic lovers”. Image: Getty

Travel Trouble

“Bed of the future” baffles travellers

People usually don't get confused about how to use a bed, but Virgin Hotel's latest addition has gone viral for just that. The Richard Branson bed, has been named the "hotel bed of the future" and it looks like any other bed, aside from the seat-like nooks attached to the corners. "We're very confused by this thing on the edge of my bed," TikTok user Danielle said in the viral video, which has racked up over 3 million views. "It's not a chair, and it doesn't swivel out," she explained. Danielle then proceeds to come up with a few theories about the feature's function. "It's so you don't bump your knee when you're getting up or going back to bed after going to the bathroom," she said. "Or, we're wondering if it's so you can sit and chat with your friends." Other users were quick to comment and here are a few of their hilarious responses: "That's where you stack your laundry when you don't feel like putting it away," one person wrote. "I thought this was so your dog could have a comfy spot to lay," another commented. "Without getting too graphic … the possibilities are endless," added a third. <div class="embed" style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font-size: 16px; vertical-align: baseline; color: #323338; font-family: Figtree, Roboto, 'Noto Sans Hebrew', 'Noto Kufi Arabic', 'Noto Sans JP', sans-serif; background-color: #ffffff; outline: none !important;"><iframe class="embedly-embed" style="box-sizing: inherit; margin: 0px; padding: 0px; border-width: 0px; border-style: initial; vertical-align: baseline; width: 580px; max-width: 100%; outline: none !important;" title="tiktok embed" src="https://cdn.embedly.com/widgets/media.html?src=https%3A%2F%2Fwww.tiktok.com%2Fembed%2Fv2%2F7296702849298337066&display_name=tiktok&url=https%3A%2F%2Fwww.tiktok.com%2F%40danielle_carolan%2Fvideo%2F7296702849298337066%3Fis_from_webapp%3D1%26sender_device%3Dpc%26web_id%3D7142332295764346370&image=https%3A%2F%2Fp19-sign.tiktokcdn-us.com%2Ftos-useast5-p-0068-tx%2F53b6a23d5bbd4af1a1907e2073c2b818_1698896032%7Etplv-dmt-logom%3Atos-useast5-i-0068-tx%2Fo4IRiSlAxEom0dpDDDEQQQFBJAAC3gffEGEA6J.image%3Fx-expires%3D1699570800%26x-signature%3DIMlG9WO44PlRm5CNyVIyayR4AxM%253D&key=59e3ae3acaa649a5a98672932445e203&type=text%2Fhtml&schema=tiktok" width="340" height="700" frameborder="0" scrolling="no" allowfullscreen="allowfullscreen"></iframe></div> One commenter came to the rescue with the answers everyone was looking for, and confirmed that Danielle's second guess was right, and told her to look up the "Richard Branson lounge bed". The bed itself was patented by Virgin Hotels and features two "cubby holes" which allow three people to sit comfortably on the bed and socialise or do their own thing. "Everybody has a cubby hole where they can sit and talk and still work with devices," Virgin Hotels CEO Raul Leal explained when the bed was first introduced in 2015. Images: TikTok

International Travel

"This is insane": Woman's intense hotel safety routine divides audiences

A woman has gone viral for the elaborate routine she undergoes every time she checks into a new hotel room. Victoria posted a TikTok of her intense seven-step routine that she undertakes when staying in a hotel, with the video quickly racking up over 14 million views. In the now-viral clip, Victoria starts off by putting the “Do Not Disturb” sign on the doorknob and locking it from the inside. Then, she blocks the peephole with a tissue, jams a washcloth into the deadbolt to "close the gap" and rolls up a bath towel behind the handle to stop anyone opening the door. She also positioned an ironing board against the door to stop it from being able to open, and then used a clothes hanger to clip everything together. After going through the seven step routine, Victoria's comment section was flooded with messages as the video prompted a mixed response. "By the time I do all that, it's morning again," one user wrote, while another simply said, "This is insane." While many of the comments were quick to judge how extensive the safety routine is, others shared their own different security preferences. "I take two portable locks, and a mini camera that links to my phone for when I'm out," one said. However, one person pointed out that Victoria's set-up was a bit of a hazard, saying, "And now imagine trying to get out of that in the dark in a fire in the middle of the night." Another said they had "never stayed in hotels where I felt so unsafe," adding, "Is it an American thing? I am genuinely curious." Image credits: TikTok

Travel Trouble

"His hero narrative has massively failed": Qantas staff's brutal response to Alan Joyce's early exit

A former Qantas pilot and several current staff members have recounted the moment they found out about now former-CEO Alan Joyce's early exit from the company. Joyce was planning to retire from his CEO role in November, but shocked the nation on <a href="https://oversixty.com.au/finance/legal/alan-joyce-announces-shock-early-departure" target="_blank" rel="noopener">Tuesday</a> when he decided he would be stepping back, effective immediately. His resignation comes after 22 years in the role, as Qantas continues to face mounting pressures over unprecedented customer dissatisfaction, and a looming glass action lawsuit over cancelled flights. Upon hearing the news, past and present Qantas employees erupted in celebration. Retired Qantas pilot captain Richard de Crespigny was on board a flight on Tuesday when the news broke mid-air that Joyce was gone, sparking extraordinary celebrations. "I was on a flight from Sydney to Melbourne this morning and when I landed the cabin crew were giving each other high-fives," de Crespigny told <a href="https://9now.nine.com.au/a-current-affair/former-qantas-pilot-richard-de-crespigny-speaks-out-following-ceo-alan-joyce-resignation/18040563-db75-41c4-af7c-b5ed8af84bf6" target="_blank" rel="noopener">A Current Affair</a>. Another ground staff member said, "We're celebrating wildly, not just because he's leaving but because his hero narrative has massively failed." Mr de Crespigny, who worked for Qantas for 34 years warned the airline won't regain trust overnight just because Joyce has taken off. "It's built in teaspoons and destroyed in shovel loads," he said. "It takes incredible skill, determination and empathy to build it up; it's got to be protected." Mr de Crespigny went on to say the Qantas business restructure after the travel industry was decimated by the Covid pandemic was not good enough, and the upper management made some terrible decisions. During the pandemic, Mr Joyce locked out employees during an industrial dispute before hundreds of staff lost their jobs during the Covid-19 pandemic. "Some of them didn't come out of it well at all. They lost their jobs, they lost their houses, they lost their marriages," de Crespigny said. "The workers that held Qantas up … they really suffered greatly." "And it hasn't been a good vision to see the executive team, the CEO, continue to get bonuses at the expense of maybe baggage handlers and other people that have lost their jobs. This is not a good example of leadership." Image credits: A Current Affair

Travel Trouble

"Is it even legal?": Outrage over pub's "sneaky" surcharge

A Sydney hotel has come under fire online after one customer exposed the popular venue for an unexpected - and apparently undeclared - “late night surcharge”. And after taking to Reddit, that same customer found a wave of support from users who agreed the additional fee was ridiculous, with some even questioning the legalities of it. And while they hadn’t initially revealed the name of the sneaky establishment, after a number of requests from fellow Redditors for a “name and shame”, they eventually disclosed that it had been Sydney’s iconic Oxford Hotel. They began their tale by sharing that they’d just been out with a friend, and had been buying “jugs of beer as rounds”. The first was “purchased at 9:18pm for $24.36”, and wasn’t an issue for the two friends. However, trouble arose at 10:37pm when the poster’s next round came about, and the total came in at $33.50. “I paid for it not looking at the price but Apple Pay has notifications when you pay for things,” they explained, “and I noticed the price difference in the notifications. “When I asked the same staff member who served me he said there was a ‘late night surcharge after 10pm’.” They went on to note that they’d never even heard of a late night surcharge before, and were dismayed by the “30% increase! Not exactly a small increase.” “There’s no signage to notify anyone of the fee after 10pm. I’ve never even heard of this practice in Australia,” they said, before asking whether anyone else had had a similar experience before, and “is it even legal?” When someone noted that “surcharges and semi-forced gratuities are becoming commonplace now unfortunately”, they suggested checking out menus beforehand to determine whether or not a particular establishment would be issuing additional fees. But as one user pointed out, the hotel in question didn’t list the late night charges anywhere on their website. Someone else said that while “late charge surcharging is nothing new”, what the customer had paid “seems somewhat excessive”. “Every time I go out in Sydney these days the whole experience just leaves a bad feeling because I feel like I've just been had by someone,” another said. “Ahh, the reverse happy hour. A sad hour, if you will,” one offered. “So sick of this. It needs to stop. Australian Culture is being killed before our eyes by these greedy establishments not willing to pay their staff living wages,” someone else lamented. And as one bartender added, “so many bars will bump their booze prices up at 10pm and midnight to ‘help pay for staff loading’, but won't actually pay their staff penalty rates. just a little bit of extra money for the big wigs”. Images: Facebook

Travel Trouble

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