Wow. Steve's comment in the recent episode about the controversy regarding this story lured me here, because I wondered what on earth could've been so controversial about it. But after skimming this topic, what this seems to boil down to is that it's not the story itself that was controversial, but the dominant-culture guilt (or resentment thereof) that it triggered. Most of the comments seem to reflect this in one way or another -- for example, the repeated comment that the characters were two-dimensional. Yes, they were, if you expected development of the tourists -- but the story wasn't about them. (I found it interesting that so many readers tried to identify with the tourists, rather than the tour guide protagonist.) It would've co-opted the story entirely if the author had focused any further on them, IMO; the point was to see people like this through the lens of the tour guide. Yeah, it's an ugly, one-dimensional picture -- but what do you expect? Why would any tour guide try to delve further into the personal lives of his clients so as to develop a more nuanced understanding of their behavior (beyond what's necessary to make a decent tip)? Why would he give a damn about the culture they come from, when he can learn all he needs to know about it from the behavior of its people?
The Antarean characters, in particular the tour guide, were well depicted, IMO. The examination of the tour guide's internal conflicts, his hopes and ultimate hopelessness, gave the story a richness and realism that's unfortunately rare in science fiction, so I'm glad the genre saw fit to recognize it with a Hugo. I'm also glad EP ran it for me to hear. Bravo!