Abstract
ABSTRACT This study investigates the impact of hotel attributes and complimentary and emerging amenities on online user ratings and compares their effects across star ratings. By combining data scraped from TripAdvisor.com and hotel property information provided by the STR, a total of 763 hotel cases located in three metropolitan areas of New York City, Chicago, and Los Angeles were used for data analysis. The results showed that five hotel attributes and amenities of a spa, swimming pool, on-site restaurants, hotel affiliation, and free Wi-Fi significantly influenced online user ratings. Additionally, these attributes affected online user ratings differently across hotel star ratings: free Wi-Fi, pool, and complimentary breakfast for 1–2.5-star hotels; free Wi-Fi, affiliation, and free breakfast, for 3–3.5-star hotels; free Wi-Fi for 4–4.5-star hotels. However, none of the hotel attributes and amenities included in this study had a significant impact on online user ratings for 5-star hotels.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: Journal of Quality Assurance in Hospitality & Tourism
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
