Abstract:

Today, tourists who are more informed and researchers are being cautious in their elections and actively use social media. One of the most important sources of information in the preference of accommodation for these tourists is online consumer reviews. Not only tourists who travel individually, but travel agencies representatives who prepare a package tour program can also take advantage of this information in hotel choices. This study aims to reveal the expectations of tourists who participate in urban tourism about city hotels. For this purpose, between January-February 2019, 940 positive and negative comments made in different languages on the TripAdvisor website for the 10 city hotels operating in Eskişehir, which are in the forefront of urban tourism in Turkey, were reviewed and found in which categories the most of these comments were collected. The data was evaluated on the basis of seven main topics. The study found that the comments, respectively, focused on the “human resources” subject that the staff was laughing, the “food and beverage” subject that the breakfast/food was delicious, and the “quality services” subject that the rooms were clean.

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