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Once hated, then feared, and now accepted, user reviews have evolved into a way for hotels, cruise lines, and restaurants to let their fans gush and for savvy brands to better manage customer relations.
Walt Disney World in Orlando has just turned on its new beta site, Reviews.DisneyWorld.Disney.Go.Com, where the vacation giant is soliciting user-generated reviews from customers.
Right now, most of the reviews are glowing, which in Disney’s Cyber World means a rating of — you guessed it — five Mouse Heads. “For a moment, you feel as if you are in Italy,” gushes one review of an Italian restaurant at Epcot’s Italy pavilion. But now and then, there’s a review that damns with faint praise. “I don’t think that Stitch’s Great Escape is the worst attraction in Walt Disney World. In fact, I sometimes find it tolerable.”
The site also provides a mechanism for users to pose questions about the resort to other users of the site.