Google Maps (and other business listing sites) often clip highlights from the user reviews and feature them prominently on a Place Page to give readers a quick sense of the sentiment about that business. Well, from the “You Have To See It To Believe It” Department comes this review clipping that’s showing on the Google Place Page for the Kaanapali Beach Club hotel on Maui:
That’s coming from a lengthy review on Redweek.com that goes on to talk about how understanding the hotel staff was during the situation. I don’t even know whether to believe the story or not.
I do know this: Out of 265 reviews Google could have highlighted, that one seems like a terribly unfortunate (algorithmic) choice.
(And yes, the hotel should claim that Place Page. But still, it has no control over what reviews Google highlights.)