What do hotel guests care about? A Content Analysis on Hotel Reviews on Hotels in the World’s Most Popular Destination

Abstract

This study is to understand the most mentioned aspects when the hotel guests leave their online reviews. This study consists of a thorough analysis on 1,260 hotel reviews across six inhabitable continents in the world. The findings show that Staff and Service is the most mentioned aspects, no matter what hotel class the hotel guests are staying or where geographically the hotel guests are staying. Location is also a universal important aspect to the hotel guests and being mentioned second-most in all the hotel reviews. This study also finds out that certain aspects are varied to hotel guests in different class of hotels or different geographical region of hotels. Some implications are suggested by the author based on these findings and hypotheses based on the contradiction found on literatures and interviews are proven in a certain extent.