Abstract:

A constant increase in competition in tourism industry hotel establishments seeking to maintain their assets must meet ever-changing customer demands and expectations. Today, business which have satisfied and loyal customers can increase their market share and profits. Although the businesses try to provide high quality service to their customers in order to keep customer satisfaction at the top level, there are often some mishaps. In this period where technology is used extensively, customers can easily share the negative experience in the hotel online. Sharing the negative incidents through the internet can also cause a negative effect on the potential customers of the hotel establishments. For this reason, it is important for the hotels to manage the customer complaints. The aim of this study is to present the complaints about five star hotels in Tekirdağ. Within the framework of this objective, two virtual sites will be examined by content analysis method. Then, the complaints management of the hotel management will be evaluated by examining the customers' complaints in particular.

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