There's More to a Guidebook Than Its Cover

By Zora O'Neill
October 12, 2006
0611_how_guidebooks
Michael Kraus
We've all felt baffled about which guidebook we should buy. Zora O'Neill, who writes for Moon and Rough Guides, asked fellow authors how travelers can find the best fit

Brand name

Rule out obvious mismatches right away. The student authors at Let's Go, for example, won't have the time or budget to ferret out boutique hotels. If you're unsure of a brand's slant, scan the guide to your hometown--or a town you know particularly well--and note what kind of restaurants, hotels, and activities receive glowing reviews. But finding a brand you're comfortable with is only the first step. "Individual books within a particular series can vary enormously in quality," warns Gordon McLachlan, author of The Rough Guide to Germany.

Edition and copyright

Maxine Cass, who has written for Thomas Cook Publishing and The Globe Pequot Press, immediately flips to a guide's copyright info. It's usually facing the title page, though sometimes publishers hide it near the back. Cass says that chances are a book that's just appeared on bookshelves "is already a year out of date," because of the time involved in editing and printing. You don't want a guide staler than that. Check to see if something monumental from recent years, such as a major hurricane or political shift, is mentioned in the text.

Authors are typically paid advances that are barely enough to cover travel expenses involved in a first edition. Consequently, opinions are often formed after quick, even perfunctory, visits. As they write subsequent editions, authors have more time to make keener judgments. "It's impossible to research everything fully the first time," admits McLachlan. "A really authoritative guide will have gone through at least a couple of previous editions."

You also don't want a 14th edition with material that's changed only slightly over two decades. At first glance, it's difficult to tell if a book's been revised properly. Robert Reid, a Brooklyn-based writer who has updated a dozen books for Lonely Planet, recommends investigating older editions at the library. Reid says that "identical hotel listings for Calgary in four straight editions" indicate that the writer might be lazy.

Scope

When choosing between a guide that covers an entire country and a title devoted to a single region or city, opt for the more specific one as long as it makes sense with your itinerary. "The greater the area the book tries to cover, the more superficial the information," says Thomas Kohnstamm, who writes about Latin America and the Caribbean for Lonely Planet. For instance, Moon Handbooks' 334-page Acapulco guide obviously has more information about the beach resort than Fodor's Mexico 2006, a guide for the entire country that has 41 pages focused on Acapulco.

Author bio

Look at the bio and sample passages of text for signs that the writer has knowledge and experience in the destination. Scan for indications that the writer is interested in the stuff that interests you. Kohnstamm says that when going to Montreal to check out nightlife, "the last thing I want is a book written by a middle-aged expert on Quebecois museums. You can also learn a lot by reading section introductions, seeing what they focus on, and comparing them to the detail in reviews." Categories that lack color are probably not the writer's forte.

Publishers want readers to have confidence in their writers, so a bio should point out, say, if the writer has a master's degree in French literature or is published regularly in major newspapers and magazines. Read the bio closely, and also think about what's absent. If the bio is all fluff--or worse, nonexistent--that's not a good sign. The back page of Access Philadelphia lists the name of the writer and researcher for the sixth edition, but nowhere in the book is there information about who she is, what qualifies her, or who wrote the previous five editions.

While a resident author may seem ideal, Janet Groene, who writes for the Open Road series, often prefers a traveler's perspective. "Locals never stay in hotels," she points out, "and they're often so caught up in local politics and gossip they miss the forest for the trees." On the other hand, residents tend to do a better job of unearthing obscure nooks and hidden gems in big cities.

Maps

"Maps should be plentiful and labeled with what's relevant, not half another country to fill space," says Cass. The symbols and type should be easy to read--some maps inside Globetrotter's guide to Rome and the Vatican have tiny lettering, and lots of it (see left). Compare similar maps in a few guidebooks to find a level of detail with which you're comfortable. Think about how you'll be using the book: Colorful, out-of-scale maps drawn by artists will be of limited assistance if you're going on a road trip. Instead, you'll be better off with maps that contain major and secondary roads, city close-ups that show which streets are one-ways, and mileages between destinations. Or figure on buying a good road map as a supplement.

Index

Browse a book's index to get an overall sense of how thorough it is. Look in particular for topics that are important to you. Lonely Planet's Bermuda guide, for instance, has nothing listed in the index under movies, cinema, film, or theater (even though the book itself cites three spots screening movies).

Because it's difficult to tell how sensibly a guide is organized until you're actually on your vacation trying to use it, Bethany Ericson, the author of New England Cabins & Cottages, suggests doing a little hypothetical role-playing before you make a selection in the bookstore. "Think about a place you know you want to visit and then go to that chapter," she says. "Now pretend that you're hungry or tired, or want to go to some cultural festival or back to the hotel. How easy is the book to use?"

Budget Travel and the Frommer's guides are owned by two different companies (Newsweek Budget Travel and Wiley Publishing, respectively) and have no affiliation.

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China's Latest Import

Twenty years ago, China basically had two styles of tourist lodging: high-end hotels aimed at pleasing business travelers and dignitaries, and hostels and cheap guesthouses where amenities were wildly unpredictable. Since the Chinese government generally didn't license hostels to accept foreigners, visiting tourists had little choice but to go upscale. "The reverse was true for Chinese travelers," few of whom could come close to affording a five-star hotel, says David Kong, president and CEO of Best Western International. Like just about everything else in China, this is changing fast. The population of 1.3 billion includes a growing middle class that has money to spend on vacations--mostly within China, at least for now. Outsiders are also making their presence felt: The number of foreign tourists visiting China reached 20 million in 2005, and the country is on pace to become the world's largest tourist destination by 2020. "Anybody in the hotel business has to be very interested in China," says Tom Keltner, executive vice president for Hilton Hotels Corporation. Indeed, Western hotel chains have been investing heavily. There are currently 188 new hotels under construction, which will add some 70,000 rooms. Many are familiar American brands, including Best Western, Hilton, Holiday Inn, Hyatt, Ramada, Super 8, and Westin. The vast majority of the new hotels are properties where rooms will start at around $100 or less. Best Western will nearly double its presence in China, to 28 hotels, by the end of 2007. The InterContinental Hotel Group has 56 hotels in the country, and plans to have about 125 by 2008; most will be Holiday Inns. By 2007, Wyndham Hotel Group expects to operate 26 Super 8 hotels in China, as well as 24 Ramadas, eight Howard Johnsons, and six Days Inns. The Vantage Hospitality Group, which owns Americas Best Value Inn, is introducing a Chinas Best Value Inn brand--and wants to open 200 to 400 hotels within three years. Local economy chains such as Jinjiang and Home Inns are expanding rapidly, too. Most new hotels are in or around major cities. But clusters of mid-level chains are popping up in smaller cities, and roadside motels are also in the works. Hotel executives are predicting a building boom similar to what happened along U.S. highways in the 1950s. As more and more modern hotels open up in less-obvious locations, Western tourists may slowly but surely become more comfortable skipping organized tours and exploring on their own. One day, the road trip may be as popular in China as it is in America. Just as McDonald's restaurants in China offer corn in a cup as a substitute for french fries, American hotel chains are adjusting their product to please the Chinese market. Minibars, for instance, sell microwavable noodles alongside the usual snacks and beverages. And because it's become trendy for Chinese companies to entertain clients at hotels, some of the new chain properties are outfitted with private karaoke rooms.

Your Rental Car Gets Flooded

Oh no! On my recent trip to Maryland, the innkeeper knocked on my door at 7 A.M. to break the news: After a night of heavy rains, the Oxford Inn's parking lot had been transformed into a marina--with my rental car right in the middle. What I did I waded with the innkeeper out to the car, which had some 10 gallons of the Chesapeake Bay sloshing around the floorboards. The innkeeper offered to take the wheel. He sat down in the wet seat and, miraculously, the engine started up. He slowly backed the car out of two feet of standing water. After an hour of bailing out the interior and towel-drying the seats, I called Hertz. A customer-service agent told me to return the car to a nearby office, where it was replaced. What experts say Rental agencies say that the decisions I made were acceptable, but unanimously agree that anyone in such a situation should immediately call roadside assistance. "We'd never advise you to get in the car or do anything to put yourself in harm's way," says Susan McGowan, a spokesperson for Budget and Avis. When a car is drivable, as mine was, the agency will ask you to return it to the nearest rental location to get a replacement. If the car can't be driven, the agency should arrange for a tow and a new vehicle. In retrospect, we probably shouldn't have even tried to start the car, because we could have done major damage. "If water gets into the transmission, it can lead to bent connecting rods and broken pistons," says Michael Calkins, a manager at AAA's Approved Auto Repair program. "Muddy water in the engine creates extreme wear due to the lack of lubrication." Calkins recommends that if the water is more than halfway up the wheels, you should go ahead and get the vehicle towed. But if the water's lower than that, chances are the car will run just fine. "Don't ever attempt to move a car if there are downed power lines nearby or if there might be flash floods or some other dangerous situation," Calkins says. "It's always a judgment call. If you anticipate that the water will slowly continue to rise, it's a good idea to move the car to minimize damage."

Can HotelConxions Beat a Low-Price Guarantee?

These days, most hotels guarantee you'll get the lowest rate by booking through the company's website. If you can prove there's a cheaper price through a booking engine or travel agency, the hotels say they'll match that rate--and sometimes give a discount. But there are exceptions. The guarantees only extend to rates that are advertised or found on a website. Opaque bookings through sites such as Priceline don't count--because you don't learn what you're buying until after you've bought it. The product HotelConxions, a New York City-based agency, recently announced that it would promise "exclusive deals" to customers who book over the phone through the end of the year (800/522-9991, hotelconxions.com). Because prices aren't advertised or displayed on the Internet, the hotels are under no obligation to match them. Customers can expect to receive as much as 20 percent off a hotel's published rates, claims HotelConxions. "A lot of branded hotels, such as Marriott and Starwood, give us lower opaque rates," says HotelConxions president Anil Patel. "They just don't want us to disclose them on the Internet." Unlike with a booking through Priceline, however, HotelConxions' customers know the price and name of the hotel before their credit card is charged. The test We compared HotelConxions' rates versus booking direct at 10 hotels. We requested price quotes for the same date and style of room to make sure we were comparing apples to apples. The results (left) were muddled. HotelConxions' prices were lower half the time. For the Ramada Plaza Hotel in New Orleans, the agency's Internet rate was actually better than what it offered over the phone; both were substantially less than the book-direct price. In instances when HotelConxions' rate was lowest, we called the hotels to see if they would match or do better than HotelConxions. No one bit. The verdict A 50 percent success rate isn't bad, but it's also not exactly reliable. Chalk this up as yet another example of how there's no choice but to shop around to ensure you're truly getting a deal. We compared hotel website prices with offers from HotelConxions. The results were mixed. Ameritania Hotel, New York City Hotel Website: $429 Hotel Conxions Website: $395 Hotel Conxions Via Phone: $395 Bentley Hotel, New York City Hotel Website: $429 Hotel Conxions Website: $395 Hotel Conxions Via Phone: $395 InterContinental Buckhead, Atlanta Hotel Website: $209 Hotel Conxions Website: $239 Hotel Conxions Via Phone: $219 L'Enfant Plaza Hotel, Washington, D.C. Hotel Website: $169 Hotel Conxions Website: $209 Hotel Conxions Via Phone: $178 Holiday Inn Mart Plaza, Chicago Hotel Website: $149 Hotel Conxions Website: $149 Hotel Conxions Via Phone: $140 Ramada Plaza Hotel, New Orleans Hotel Website: $149 Hotel Conxions Website: $115 Hotel Conxions Via Phone: $124 The Argent Hotel, San Francisco Hotel Website: $139 Hotel Conxions Website: $145 Hotel Conxions Via Phone: $145 Holiday Inn City Line, Philadelphia Hotel Website: $138 Hotel Conxions Website: $125 Hotel Conxions Via Phone: $125 Hotel Helix, Washington, D.C. Hotel Website: $129 Hotel Conxions Website: $185 Hotel Conxions Via Phone: $172 Days Inn Intercontinental, Houston Hotel Website: $42 Hotel Conxions Website: $55 Hotel Conxions Via Phone: $55

How to Complain When Things Go Wrong

Stage one: When it happens Act quickly Say you're at a hotel and the air-conditioning is feeble or a lightbulb is out. Contact the front desk immediately. If the representative can't or won't remedy the situation, place a call to the company's toll-free customer-service number or, better yet, the frequent-guest rewards program (you did join, right?). When a Holiday Inn in Salem, Va., told Michaelene McWhinney, a BT reader from Greensburg, Pa., that it was out of hangers, McWhinney got in touch with Priority Club customer service. "We had hangers delivered to us within an hour," she says. Control your emotions "I can tell you that, hands down, being polite and reasonable when you complain will get you the farthest," says an airline reservation agent who prefers to remain anonymous. "My coworkers and I often talk about how we dig our heels in when someone talks down to us, screams, swears, or threatens us." Bear in mind that you want action, not simply a chance to vent. "If customer-service employees think there's nothing they can do to make you happy, they won't bother," says David Rowell, publisher of The Travel Insider website. The goal is to be firm and clear, without coming off as insulting or aggressive. Maintain your cool throughout all correspondence: Reps will be noting in your record how you behave, so there's little use in turning on the charm after a history of tirades. Build a case Keep track of the names of anyone you speak with and the chronology of events. Hold onto receipts, estimates, confirmation numbers, and brochures. You never know when the info will come in handy. Simply noting what the rep was wearing can help. If the behavior of a Continental Airlines staffer is in question, for instance, the airline will want to know if he or she was wearing a red jacket, which distinguishes customer-service representatives from other personnel. Companies say that having photos to accompany your complaint is unnecessary, and probably won't affect their final decision. If it comes down to your word versus an employee's, however, the right photo just might tilt the outcome in your favor. Certainly, no company wants a photograph painting it in a bad light circulated on a website or anywhere else. Stage two: When there's no quick fix Take a smart approach If you used a travel agency, it should work as your advocate before, during, and after the trip. But the responsibility of badgering a company often falls to the customer. While corresponding with a company by letter or e-mail is time-consuming, calling can be frustrating in a different way--you may have to repeat the same story as you're passed along from one employee to another. Often, the issue isn't resolved with a single call. Include relevant facts Don't give the company an excuse for dragging its feet in making a decision. Always include your name, address, and phone number, as well as the reservation number, how the reservation was made, and the dates and places involved. You don't have to write a cohesive essay; bullet points will do the job fine. Try flattery It never hurts to note the great experiences you've previously had with the company. If you're a member of that company's rewards program, say so. "Mention the overall business you've given them," says BT reader Marie Wilson, of San Carlos, Calif. "If you've logged 50,000 miles with an airline or stayed a lot of nights at that hotel chain, the company will want to know." Be open-minded about compensation "I let the agent come up with a solution, rather than demand something specific," says Lesley Woodward, a reader from Kailua-Kona, Hawaii. "His or her offer is sometimes better than I could imagine. If it isn't acceptable, I ask for alternatives." Most companies are extremely reluctant to hand out cash. "If your flight is overbooked, you can ask for a ticket on the next flight out and an upgrade," says Chicago reader Concetta Phillipps. Discounts and vouchers for future bookings with the company are also fairly easy to come by. Stage three: Following up Be persistent Whenever you're not satisfied, press your case with someone else. Call back and try your luck with a different representative, or ask to speak to a supervisor. "If there's nothing else that the manager can offer, ask for the name and number of the district manager," says BT reader Ruthann Galarza of Milwaukee. Go public Newspaper travel sections and Budget Travel and other travel magazines want to hear about consumer experiences--especially instances of fraud. They can sometimes shame a company into giving you what you want. File a complaint with consumer-affairs departments or, in the case of airlines, the Aviation Consumer Protection Division. The agencies are rarely able to intercede, but at least there will be an official record of your dissatisfaction. If you want to warn other travelers, post a note at a user-review site like Epinions or TripAdvisor. The companies we spoke to say such entries don't make a difference in how they resolve complaints. Many companies won't even admit to looking at these sites--which is silly, because potential customers certainly are.