Özet:

Hotel businesses, which have obtained a safe tourism certificate by performing these mandatory practices, have made efforts to meet the expectations of their guests and to satisfy them. Understanding the elements that do not satisfy the guests and underlie the issues that cause complaints is thus important. In this regard, this study aims to identify the complaint elements based on comments. To that end, it analyzes the comments on the “TripAdvisor” site from 01.05.2020 to 01.01.2021 made by the guests of five-star hotel businesses that continue their activities in the coastal areas of Antalya province by obtaining a “safe tourism certificate”. A total of 5.949 comments are examined using the descriptive analysis method. The complaints are grouped under four categories as “guest-related”, “management-related”, “cleaning-related” and “service-related”. Considering these complaints, this study suggests that the legal authorities need to perform more inspections and that the hotel managers need to frequently supervise the practices in the hotel.

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