Impact of Hotel Reservation Site Reviews on The Decision to Visit Andaz Bali

Abstract

5-star hotels are the choice of tourists to stay because of the luxury and completeness of facilities and the quality of service is very satisfying. Andaz Bali is one of the largest and most luxurious 5-star hotels in the Sanur area. This study aims to compare guest reviews against the quality of service and facilities of Andaz Bali hotels. The study was conducted from February 2023 to July 2023. This type of research is comparative research. The data analysis technique used in this study is the Kruskal-Wallis Test to compare reviews (Y) against service quality (X1) and facilities (X2). If the results of the Kruskal-Wallis Test show a significant difference, then proceed with the Mann-Whitney Test. The sample in the study amounted to 60 online reviews taken from 3 (three) online travel agents, namely Agoda, Booking.com, and Traveloka. Sampling using non-probability sampling with purposive sampling techniques. Hypothesis testing using SPSS (Statistica Program and Service Solution) version 25.00 for windows. The results of this study showed that there was no significant difference (P > 0.05) from reviews on hotel reservation sites on the quality of service (X1) and facilities (X2). Guest reviews of the service quality are excellent. This can be seen from the many comments that state the hotel staff is very friendly and professional. Many guests found it very helpful during their stay at Andaz Bali. On the contrary, the guest's perception of the facility is bad. The cause is the lack of maintenance of buildings and facilities in the hotel area. In addition, cleanliness in the public areas around the hotel is not well maintained, especially in the beach area.
 Keywords: Reviews, Service Quality, Facilities, Visiting Decisions