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"BREAKFAST is nasty, the rooms are nasty." So complained a reviewer of an Oregon guesthouse earlier this year. There is nothing unusual in that: all hotels must deal with the odd disgruntled guest. This critique, though, appeared on TripAdvisor, a travel-review website. When the correspondent went on to document drunken housekeepers and licentious receptionists, the owners sued him. It was more than a point of pride. What customers say on TripAdvisor can make or break hotels. Around 260m people visit the site each month to read some of the 125m reviews. The firm makes money by displaying prices from online travel-agents (OTAs) alongside its reviews, and then charging those agents each time a customer clicks through. It is such a good example of a network effect that it is the subject of a Harvard Business School (HBS) case study. The more users post reviews, the more useful the site is to those about to book a holiday. This makes it more important to hotels and travel agents, who offer better deals. This results in more traffic-and more reviews-closing the virtuous circle. Last year TripAdvisor reported revenue of $944.7m. Because users post reviews free of charge, in 2012, Jeffrey Bussgang, an HBS lecturer, calculated that its gross margin was an astounding 98%. For these reasons, some think TripAdvisor may be able to take on the "big two" OTAs, Expedia (from which TripAdvisor was spun off in 2011) and Priceline, which on August 6th bought up to 10% of Ctrip, a large travel website in China. These firms sell flights and hotel rooms directly, rather than pass booking requests on to others, as TripAdvisor does. But, says Blake Harper of Wunderlich Securities, a stockbroker, the two ways of doing business are converging.

ASPEN, Colo. - This winter I put my relationship to the ultimate test: a romantic ski vacation. Many couples ski together, but my fiancee Sheri Askinazi is just learning while I've been skiing for more than two decades. We'd done group ski trips, but never skied alone. To make this trip work, we needed some advance planning and clear expectations. I wanted to ski with Sheri but also desired time to speed down the harder trails. We chose four days at Aspen/Snowmass in Colorado because it offered a little bit for each of us. "I am a little nervous about the trip. It's a lot of time skiing," Sheri confessed to me a month before we left. When I mentioned that I had found ski buddies for a day, she asked: "A whole day?" The conversation continued at dinner a few nights later. One of our friends flat-out said: "He has to ski with you. That's it." We chatted through our desires and made a plan. Sheri would take two days of lessons. The first was at Snowmass. Elk Camp Meadows, a new beginner's area there, is fenced off from the rest of the resort so experts don't race through on their way to the lift. She quickly advanced to other parts of the mountain. I took a refresher course - it's never too late to learn something new - and we met up for lunch. The next day, she took a lesson at nearby Buttermilk Mountain. It's geared toward beginners but has some great intermediate trails that she mastered by the end of the day. I met up with some friends and got my adrenaline fix on the harder Aspen Mountain. Lessons were key - it was much better for Sheri to get tips from a professional instead of me. "Taking feedback from someone you love can be the hardest thing. You start to personalize it," says Katie Ertl, who oversees the ski and snowboard schools at the four mountains of Aspen/Snowmass. (Warning: Skiing isn't cheap. If purchased a week in advance, a four-day lift ticket costs $396. Adult group lessons start at $139; full-day private lessons start at $660.)