Influences on hotel reviews

Abstract

[eng] The internet has changed the travel market and online hotel reviews have gained importance both for consumers as well as for suppliers of accommodation services. This study is conducted from the hotel perspective and analyses how online hotel reviews can be used by hotel management to improve their services. It is assumed that the higher the satisfaction level of a guest with different hotel features is, the higher will be the rating of the review and the better will be the hotel performance in terms of sales numbers, which is the final goal. Therefore, the significant features shall be filtered out in order to provide hotels with information about those factors that most influence in the hotel´s rating. The study is centered around four-star hotels on the Balearic island Mallorca, a number one beach holiday destination in Europe.