While in this case it may be that the hotel is not a nice place to stay the whole principal of these reviews is at the very least unfair in my opinion. In fact I'd go as far to say that these kind of review sites are fast becoming useless.
As a business you often have no come back (although some sites do allow it) and if you do reply it can look like you're making excuses. Some complaints aren't even from people who've used your product or service. Some people get their friends to post bad reviews for fun or for other reasons.
Some examples I've seen:
"I didn't like the colour of product X I bought". Well it's advertised as that colour so what did you expect?
"The TV I bought doesn't fit in my room". Well it's advertised with its dimensions......
Even positive reviews don't help because they often seem to be biased by devotees or reviews which sound suspiciously like they've been written by people working for the people providing the product or service.
Spotting the genuine reviews among the dross is taking longer and longer to the point where sometimes I just give up.
Of course there are some funny ones along the way, like Veet for men and the "big ships" ones.