HILO — For generations, Hawaii has held the distinction of being one of the world’s premiere vacation destinations. ADVERTISING HILO — For generations, Hawaii has held the distinction of being one of the world’s premiere vacation destinations. Its pristine beaches,
HILO — For generations, Hawaii has held the distinction of being one of the world’s premiere vacation destinations.
Its pristine beaches, temperate weather, gorgeous topography and vibrant cultural offerings have drawn visitors from far and wide, making the state one of the most photographed and discussed getaways on the planet.
But if the advent of the Internet has taught us anything, it’s that some people can find fault with anything — even paradise.
Online review sites such as Yelp and TripAdvisor are chock full of glowing reviews and tips for travelers on how to enjoy the wonders that can be found on the Big Island, but if you flip those reviews around and take a look at the lowest of the low ratings, you’ll find a mixture of commentary that ranges from thoughtful, probing criticism to trolling of the highest order.
Sometimes, it’s even questionable whether the commenter is being serious or just pulling everyone’s leg.
“The ocean here is often murky from a mix of sunscreen and pee, and it’s hampering the fish’s vision, I’m sure of it,” wrote Honolulu-based commenter Oh Y. on Yelp’s page about Kahaluu Beach Park in Kona. “I see them swimming in circles all the time, and some even join a school — I think to learn how to swim in all the muck.”
Ross Birch, executive director of the Big Island Visitor’s Bureau, said last week that his office works closely with sites like TripAdvisor to try to make sure the public gets the right information to make their visit to Hawaii Island memorable. And often, he said, the sites provide helpful and informative commentary.
But sometimes, not so much.
“We have had past activity partners and accommodation partners who have received extremely negative reviews that would be uncalled for,” he said. “I’ve run into reviews like that myself. … Last summer, I took the family up to Anaheim, and I was looking for a hotel and other things, and I was looking through different comments they had, and I was seeing, ‘Great. Great. Good.’ And then, ‘Holy cow! Here’s one that’s really bad!’”
Birch said sometimes negative comments can be helpful, but he would prefer to see commenters try to address the problem directly before posting their complaints on a public site.
“Give the operator the option to rectify the situation. Usually if you bring it to their attention, you get that rectification,” he said. “If they have approached the operator and things continue to go south, then I would see the comments as more viable.”
Sometimes, highly negative reviews can be the result of approaching an activity or site with unrealistic expectations.
For instance, many Yelp reviews regarding Hawaii Volcanoes National Park complain about the lack of spectacular, spouting fountains of lava, like the commenters may have seen in photographs and videos from years past.
“That’s why we try to keep the most updated images in our marketing,” he said. “If their expectation is high and they get disappointed, that can lead to poor comments. … Even when Halemaumau inflated last year, and a lot of local people thought that was pretty spectacular, there were ones who were disappointed, who expected a show.”
David L. of Burnaby, Canada, was one such person who found little to be impressed with. The active Yelp commenter, who has earned “Elite” status by writing 673 reviews on the site, wrote a two-stars-out-of-five review in 2009, calling the famed national park, which features the most active lava flow on planet Earth, a tourist trap, and he made sure to do so in all capital letters.
“What a shock. What a disappointment,” he wrote. “I didn’t see much. I barely saw smoke. I didn’t see any lava black or red. Even with the telescope, I didn’t see lava and the amount of smoke coming out of the volcano was like the amount you’ll see when someone blows out a birthday candle. It was like viewing an empty field that is ready for construction at a construction site. … DISAPPOINTING… I REPEAT …. THIS IS A TOURIST TRAP”
Oftentimes, people will complain about things which are entirely up to Mother Nature, and there’s nothing that can be done to address them. But other complaints can help tourism officials address problems that put Hawaii in a bad light.
“The ones I really keep an eye out for are comments about the arrival and departure processes,” Birch said. “There are a lot more things we have control over in those areas. We can influence and work on ourselves.”
Other comments call attention to upkeep issues and other problems about which things can be done. For instance, one commenter felt like there was too much trash at Rainbow Falls in Hilo.
She was also disappointed, however, by the fact that no hike was required to see the falls — a feature that might be seen as a definite plus by many people, including the disabled or elderly who often don’t get to see such natural wonders.
“I felt sorry for the waterfall,” wrote Kari S. of Santa Cruz, California. “The water looks yellow and polluted. There was trash everywhere. Dirty diapers, paper scraps. What is wrong with some people that they can’t walk 30 feet to a trash can? This is not a ‘hike’ by any means either. To see the waterfall you can take a short walk up some stairs OR to get an even better view you can view it from a landing just a few steps from the parking lot. On the plus side parking is free and easy. If you are traveling with people limited by mobility this could be an interesting stop. If you want to hike and enjoy some natural beauty skip this.”
Ultimately, Birch said, whether negative public comments on Hawaii’s tourist attractions are helpful or just plain nonsense, there’s one thing you can pretty much count on.
“They usually are a fun read,” he said with a laugh.
Email Colin M. Stewart at cstewart@hawaiitribune-herald.com.
