Stars fade as hotel reviews go online

Ministers are to withdraw their support for official ratings because they believe sites such as TripAdvisor give consumers a more accurate reflection of the standards of accommodation.

Tourism chiefs in Yorkshire admit the star system is imperfect and the industry needs to adapt to changes in the way people research and book holidays and trips away – but the news will raise alarm for owners who claim to have suffered unfair reviews which they are powerless to stop being posted online.

TV's Dragons Den star Duncan Bannatyne is battling TripAdvisor

over a disparaging review comparing his Charlton House spa resort in Somerset to Fawlty Towers, the incompetently run hotel in the popular BBC comedy series. He strenuously denies the claim and has described the reviewer as "dishonest".

The new approach will be outlined in a tourism strategy to be unveiled in the coming weeks, The Government wants to stop trying to drag operators into joining an official rating scheme, although it will be up to tourism agency VisitEngland whether to continue operating the scheme.

There are concerns that a star system – where accommodation is rated from one to five – discriminates against small properties which are unable to offer the same range of facilities as bigger ones, while it also fails to acknowledge changes in standard after an inspection takes place.

VisitEngland said it would continue the national Quality Assessment Scheme – which has 24,000 members – as long as it "remains beneficial to the industry", but said it would modernise the scheme taking into account the growth of the Internet.

Chief executive James Berresford said: "I believe there is a place for the star rated scheme as it offers consumers the endorsement of the national tourist board. This is as valuable a benchmark as reviews from consumers online and can be used in tandem to make a decision that is right for the consumer,"

The chief executive of Welcome to Yorkshire, Gary Verity, said: "We need to protect the quality standards we have in Yorkshire but at the same time find a system that works in the modern age of online communications. We fully appreciate that the way people research and book their accommodation is changing and we need to adapt to these changes. The challenge is to make sure standards are upheld and at the same time offer consumers clear guidance on choosing their accommodation."

But Des Hague, who claims he received unjustified "unfair" and "spiteful" reviews on TripAdvisor website about his Thornsett House B&B in Sheffield, said he "couldn't disagree more" if the Government thought it was right to rely more on those reviews.