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According to an analysis by online hotel reputation management experts ReviewPro, the number one most common complaint by consumers is “noise”.
ReviewPro based its findings on a comprehensive analysis of more than 2.5 million guest reviews for 5,683 hotels in 20 key tourist destinations, including London, Paris, Moscow, New Delhi, Bangkok, Cape Town and Sydney.
Complaints about elevators and smells rank second and third, respectively, on the list of most criticised aspects. Surprisingly, complaints about Wi-Fi don’t even make it into the top five list.
In addition to analysing reviews for common complaints, ReviewPro also analysed its data to discover the cities with the best overall concepts based on direct feedback from consumers on more than 100 review sites such as TripAdvisor and Booking.com.
Among the best-rated concepts, “modern” is featured in the top five for all 20 cities, closely followed by “location” and “speed of service”. Consumers praise hotel service three times as often as they praise hotel views, the analysis showed.
RJ Friedlander, CEO of ReviewPro, said: “Our sentiment analysis is a highly insightful tool for hoteliers to gain insight into the positive and negative mentions related to guests experiences. This effectively works like a real time focus group and aims to identify key strengths and areas for improvement that can foster guest satisfaction indexes and revenue.”
Written by Alexandra Holt
Image by Luis Miguel Bugallo Sánchez
