Just my opinion, but I take "words on the internet" with a big grain of salt. I tend to look for common problems on internet review sites, not just a one-off opinion spewing spit and vinegar. Traits like "bad front desk service" or "poor food quality" or "unclean rooms" are likely to show up in numerous reviews if the comments are true. If a problem is only cited by one traveler, I'm more likely to dismiss it. If several reviewers cite the same issue, then I think there's more truth to the statement and it reflects a real problem with the property.