…or “parle trop Anglais!” to be more precise. This excerpt comes from a tourist’s review of a Belgian hotel, posted on bookings.com, as reported in a recent article by Patrick Goethals about multilingual online reviews.
This study looked at all mentions of language in 11,000+ reviews of Belgian hotels (in cities located in the Dutch-speaking region of Belgium: Antwerp, Bruges, and Ghent ).
It’s important to pause for a moment here to point out that Belgium is officially multilingual, with three official languages (Dutch, French & German). Each language is roughly associated with a particular region of the country, as illustrated on this map:
In this study, hotel reviews written by tourists in 3 languages — French, German, and Spanish — were analyzed in order to find out how the 3 different groups of tourists discussed their language experiences in the hotels where they stayed.
The researcher found that, of the 3 groups, the German reviewers commented the least often on language-related issues. They didn’t seem to care too much about who spoke which language(s) in the Belgian hotels they stayed at. In contrast, the Spanish reviewers commented the most frequently on language related issues: nearly 8 percent of the 2,500 Spanish-language reviews made some mention of language. And interestingly, when they did, their comments tended — for the most part — to be pretty positive, as in the following example:
El personal encantador, a pesar de no ablar español, cosa que queda discuplada por su simpatia y amabilidad. (Charming personnel, although they did not speak Spanish, which we can forgive them for, thanks to their friendliness and kindness).
Overall, the French reviewers commented on language-related issues just slightly less than the Spanish. However, when they did, they tended to be the most critical in their language related judgments, as can be seen in complaints like the following:
Rien en francais lamentable! (Nothing in French — pitiful!)
Obviously the role of context is key here. For the French reviewers, there seems to be an assumption that since Belgium is a multilingual country — and since French is one of Belgium’s three official languages — staff in Belgian hotels should be fluent in French…even though ALL of the hotels reviewed happened to be located in the Dutch-speaking part of Belgium.
It would be interesting to replicate this study with the same 3 language groups in other European (or international) contexts, where none of their languages have an official status. For instance, would the French be as likely to comment on language-related issues when traveling to, say, Turkey, or Poland, … or Japan?
This is an interesting study which uses to travel reviews to tap into peoples’ language attitudes. It also reveals a tension between multilingualism at the level of national policy on the one hand, and the interactions between language beliefs and the on-the-ground realities of actual language use as they occur in the context of travel, tourism, and hospitality, on the other.