Abstract
With the construction of Free Trade Zone (port) in Hainan, and the impact of COVID-19, in this paper a qualitative study was conducted by selecting the comments from international tourists on Hainan hotels on the TripAdvisor from 2010 to 2022, and analyzing the lexical frequency and sentiment of the content with NVivo 12. The research illustrates the perception of Hainan inbound tourists to hotels is mainly related to rooms, catering and service. Although the impact of the epidemic is not significant, it has stimulated new demands. Thus, suggestions on public health, personalization and service quality are carried out for the development of hotel industry in Hainan.
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