Abstract:

Abstract In recent years, people have been choosing accommodation businesses not only for holidays and fun, but also for solving health problems, treating themselves and taking advantage of natural resources. The aim of this study is to examine the negative comments made by customers who visit five-star thermal facilities providing health tourism services in Turkey in certain categories on the Tripadvisor travel site. January 2013- November 2021, the study covers negative reviews on Tripadvisor for five-star thermal facilities providing health tourism services. In the study, content analysis and descriptive analysis methods were used from qualitative data methods. Negative reviews on Tripadvisor were analyzed and categorized by dividing them into themes using the content analysis method. As a result of the examinations, it was determined that the complaints made about five-star thermal facilities were mostly about “personnel, cleanliness, technique and food” and the least was about “structure, boucle, efficiency and safety”. At the same time, as a result of the findings obtained, recommendations were made to enterprises.

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