How do guests evaluate eco-certified hotels? An analysis of guests’ reviews of Portuguese hotels

IF 3 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM

Tourism and Hospitality Research Pub Date : 2024-06-24 DOI:10.1177/14673584241264776

Luís Pacheco, Makhabbat Ramazanova, João M. S. Carvalho, Sónia Nogueira, Marília Durão

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Abstract

User-generated content and online reviews have become a prominent source of information for tourists in the last couple of decades. At the same time, hospitality firms show an increasing concern with environmental practices, in line with customers’ changes of attitude and awareness of their environmental footprint. This paper analyses the content of reviews posted on TripAdvisor by guests staying in a large sample of environmentally certified hotels. The objective is to find out if sustainability concerns are present in guests’ reviews and identify the most important sustainability attributes. Using the Maxqda and Leximancer software, 1748 reviews from 95 Portuguese hotels were analysed; the content analysis evidences that guests’ predominant themes regarding their experiences are mostly common and independent of the category, average review, or type of travel. Eco-issues are primarily absent from the reviews. Although all analysed hotels are ‘eco-certified’, that label does not seem to be associated with guests’ attitudes and concerns. The results have relevant implications for hospitality managers.

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客人如何评价生态认证酒店？分析客人对葡萄牙酒店的评价

过去几十年来，用户生成的内容和在线评论已成为游客的重要信息来源。与此同时，随着顾客态度的转变和对环境足迹认识的提高，酒店企业也越来越关注环保问题。本文分析了 TripAdvisor 上大量环保认证酒店客人发布的评论内容。目的是了解客人的评论中是否存在可持续发展问题，并确定最重要的可持续发展属性。使用 Maxqda 和 Leximancer 软件分析了来自 95 家葡萄牙酒店的 1748 条评论；内容分析证明，客人关于其经历的主要主题大多是共同的，与类别、平均评论或旅行类型无关。生态问题主要没有出现在评论中。尽管所有分析的酒店都获得了 "生态认证"，但这一标签似乎与客人的态度和关注点无关。这些结果对酒店管理者具有重要意义。

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来源期刊

Tourism and Hospitality Research HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

7.40

自引率

8.60%

发文量

期刊介绍： Tourism and Hospitality Research is firmly established as a leading and authoritative, peer-reviewed journal for tourism and hospitality researchers and professionals. Tourism and Hospitality Research covers: • Hospitality and tourism operations • Marketing and consumer behaviour • HR management • Social Media and Marketing • Technology • Planning and development • Policy • Performance and financial management • Strategic implications • Environmental aspects • Forecasting and prediction • Revenue management • Impact assessment and mitigation • Globalisation • Research methodologies • Leisure and culture • Risk Management • Change Management