Özet:

Many tourists around the world are members of the circular holiday system in order to take holidays in different countries. The system provides the possibility of making a lot of holidays in the same country and different countries. While the circuit holiday system provides tourists with these possibilities, the system’s many faults also cause trouble to tourists. Tourists express these complaints on their online complaints sites. The purpose of this research is to examine online complaints of tourists against hotel enterprises registered in the circuit holiday system. In Turkey, 3112 complaints on the site of Şikayetvar.com against 44 hotel operations related to one of the circular holiday companies have been examined by content analysis method under 6 themes and 24 sub themes. The topics tourists most complain about are Legal Regulations, Marketing Activities and Hotel Staff. Legal regulations on the subject of "not complying with the contract", marketing activities on the subject of "deceit during sales", hotel staff on the subject of "bad attitude and behavior", physical under and up building on the subject of "the hotel is not completed", restaurant on the subject of "Menu deficiency" and floor services on the subject of "Rooms are dirty" are the sub-themes that are most complaint interpreted.

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