Hotel performance attributes and consumer complaints in online reviews

Zoghi, Farzaneh S.

doi:10.2478/rsep-2025-0004

Figures & Tables

Complain Frequency in service attributes.
Source: Created by the author — Complain Frequency in service attributes. Source: Created by the author

Frequency of complaints related to Tangibles of Service B (sub-categories of Design-Décor)
Source: Created by the author. — Frequency of complaints related to Tangibles of Service B (sub-categories of Design-Décor) Source: Created by the author.

Frequency of complaints related to Tangibles of Service C (sub-categories of Room)
Source: Created by the author. — Frequency of complaints related to Tangibles of Service C (sub-categories of Room) Source: Created by the author.

Tangibles of Service A (General categories)

Tangibles A -Categories and Frequencies of the cases (online reviews)	Examples
Hotel Physical Facilities (525)	-Hotel under staff Hotel and all FACILITIES are very old-Very basic amenities at the hotel No coffee or tea making FACILITIES-The room design and the FACILITIES are not good for the price-No tea coffee FACILITIES in the room Plugs are limited
Appearance of the employees (0)
Equipment (64)	-Lack of plugs to recharge phones and other electronic EQUIPMENT-No ironing EQUIPMENT available-Kitchen in the room without basic EQUIPMENT-The quality of EQUIPMENT in room is poor
Machines (25)	-coffee MACHINES were out of order-some of hot drinks MACHINES in the breakfast room was out of order for my entire 5 day stay-lack of vending MACHINES
Cleanliness (70)	-CLEANLINESS Bad smell in room-For the star rating of this property the CLEANLINESS and housekeeping was very disappointing-CLEANLINESS around pool area was poor
Location (1267)	-LOCATION is out of town in an ex industrial district-The LOCATION is bad and far first night there were prostitutes near the hotel-The LOCATION is not good at all if you are looking for shopping it will take about 20 25 minutes to get to stores And also it is not great to live in the hotel near the railway station.
Design-Décor (3496)	See table 2
Room (30988)	See table 3

Tangibles of Service C (sub-categories of Room)

Tangibles C-Sub-Categories of Room and Frequencies of the cases (online reviews)	Examples
Room service (361)	Hotel has no room SERVICE at night-Room SERVICE was too expensive for what you get-The room SERVICE was very slow
Bathroom (1352)	-There was an issue with hot water in the BATHROOM-The BATHROOM was soaked with water leaking out from the bath area we wasted 2 towels just to stop the soaking.-The BATHROOM had a huge patch of mold on the wall-The BATHROOM is quite small.
Bed (1187)	-The BED is too old.-BED was too hard and pillows too low-BED sheets and pillowcases are made of rough material which gives an almost sandy feel-Double BED is made of two individual beds joined-The BED was tiny We were expecting queen size BED but what we got was just a half of it.
Key (170)	-Room KEY card found to open several other rooms suggesting major security issues.-The KEY cards don’t work you always have to ask the desk to get in your room.-KEY cards were very fussy particularly in elevators.
Size (269)	-The SIZE of the shower is quite narrow, and I found my elbows kept hitting the walls.-The bed was small while we booked a king SIZE one-Some of rooms SIZE were Small
TV Phone (573)	-No TV channels in English-TV was not working took staff 20 25 minutes to fix-Small TV with limited channels
Internet (390)	-INTERNET was very slow-The INTERNET is paid in the room-Wifi password Had to type in every time you need to connect to INTERNET
Chairs (59)	-The CHAIRS in tv room were uncomfortable-No CHAIRS on the balcony-Only 2 baby CHAIRS for such a big hotel
Carpet (144)	-The carpet in the room was a bit grotty.-The smell of the CARPET dusty-The CARPET on the entrance was dirty.
garderobe wardrobe shelfs (58)	-very small WARDROBE space to put your clothes-The WARDROBE door was glass and broken We did not use it because we were afraid of doing damage.-No WARDROBE just a hanging rail with not many hangers
Air conditioner (141)	-Air CONDITIONER in the room was not operative.-The air CONDITIONER doesn’t cool enough-Noise from rooms Kind of loud air CONDITIONER
Windows (320)	-Room small and with little WINDOWS-WINDOWS insulation was not good in my room.-The WINDOWS were double, but you could hear everything from the street.
Light (244)	-The LIGHT in the room is very dusky-The LIGHT switches were a puzzle-Reading LIGHT in room was broken Not enough electricity plugs-For solo female traveler the place kind of scary at night I mean inside the building too dark once you leave the elevator no LIGHT for the stairs nor the hallway

Tangibles of Service B (sub-categories of Design-Décor)

Tangibles B-Sub-Categories of Design-Décor and Frequencies of the cases (online reviews)	Examples
Fitness (78)	-The FITNESS center is quite small and has only one equipment for all muscles with missing handles-Not having any FITNESS facilities is a big minus in my opinion-The FITNESS room provided at their sister hotel was not worth the walk.
Elevator (261)	-The ELEVATOR is super small We could barely fit two people with our bags in it.-Speed of ELEVATOR are too slow-EVATOR was old and made a squeaky noise
Parking lot (953)	-PARKING is quite expensive.-The PARKING is at the remote site.-PARKING gate was broken
Restaurant (897)	-The small RESTAURANT in the hotel has a limited variety of foods and the prices are quite expensive-Limited range of options in hotel RESTAURANT
Bar (767)	-Rooftop bar was not open during my stay.-The lobby BAR is not working after 4 pm-Hotel BAR prices are too high-The BAR is too loud on the ground floor
Pool/Sauna (21)	-paying extra for SAUNA POOL facility-Children are not welcome in the SAUNA and POOL area-SAUNA and swimming POOL area can open for a little bit longer.
Taxi (217)	-on front desc call a TAXI for us to airport and the guy say it will cost you 70 euro but TAXI driver says 95 and we argue little.-To get a TAXI I had to carry my luggage by myself and also, I had to walk to find a TAXI as they could not stop close to the hotel
Lobby (302)	-Small LOBBY not much going around.-Loud music in the LOBBY-The LOBBY is one level below the street and we only have stairs access from outside to the LOBBY Potentially bring some trouble for the traveler with big luggage.

Hotel performance attributes and consumer complaints in online reviews

Figures & Tables

Graph. 1.

Graph. 2

Graph. 3

Tangibles of Service A (General categories)

Tangibles of Service C (sub-categories of Room)

Tangibles of Service B (sub-categories of Design-Décor)

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