Abstract:

Purpose: When planning their holidays, parents take care that the hotel business they will accommodate is a suitable facility for both themselves and their children. According to the TUIK 2017 data, considering that the share of families consisting of spouses and children in the total household population in Turkey is 43.5%, the importance of the decisions of families with children to purchase tourist products is better understood. Not only tourists from abroad, but also tourists from abroad are looking for a hotel where they can enjoy a comfortable holiday with their children. At this point, the facilities that carry the character of "child-friendly hotel" attract the interest of children-friendly families. This kind of facilities can be preferred primarily by families in terms of the comfort of their children. As the number and demand of traveling families with children increased, it has become important to conduct research on children-friendly hotels, which are defined as hotels that accommodate various facilities and activities for children, which can offer accommodation for families, food and drinking. It is important to fully satisfy the quality of a child-friendly hotel in this regard. There are a number of complaints in these hotels. This study, through the identification and categorization of these complaints, aims to be a guide for the companies that serve in this field. Method: In this study, all the comments about these hotels of customers serving and commenting on a well-known website, including ultra everything in Turkey until April 2018, have been subjected to content analysis. The work is characteristic and is derived from complaints on the website. All of the comments in the relevant site were reviewed and categorized by repeated words. The findings: The research has divided complaints into: general cleaning; health; services for children; general trouble related to the hotel; complaints related to employees and their behavior. The most repeated words are, in turn, “Spring, Eating, Evil, Clean and Money.” Result: Parents can agree with the comments they choose to make these hotels comfortable for their children. The fact that hotels have such a concept increases the expectations of families, thus increases the rate of complaints. It is possible to see a lot of complaints, especially in matters such as hygiene, cleaning, health.  The hotel management will find a solution by evaluating these complaints, making them more preferred by families with children.