Loyaltylobby is one of the more honest travel spaces on the Internet in that it doesn’t default to play apologist for travel service providers and governments and doesn’t censor criticism of the the institutional parties involved in our travel experiences. That, unfortunately, cant be said about most internet sites where travel is the topic.
About the TripAdvisor review above, it seems like the customer’s criticism was legitimate and the hotel knows that it had a failing in providing a transfer service but wants to blame the customer to make the criticism look like less of an issue than it was.