Abstract
Exceeding the customer's expectations and making them feel like they received their money's worth is the key to providing high-quality service. This study sought to gather reviews from TripAdvisor regarding their experiences with the chosen bed and breakfast in Tagaytay (Casa Maria y Martha, The Boutique Bed and Breakfast, and Joaquin’s Bed and Breakfast). TripAdvisor is a travel information and booking website with reviews, photos, and discussions about hotels and resorts all around the world. Users leave reviews for other users about the places they have stayed, so you can learn everything you need to know about a place before booking your stay. Using the explanatory with the use of thematic analysis, it was concluded that the chosen B&B is still in need of some factors with regards to providing quality service to its guests or customers. Ten (10) relevant reviews were picked by the researchers in order to achieve the authenticity of data. Themes were further analyzed using the data analysis and transcription that was provided in order to justify the placement of the sentences. Event Management Facilities, Personalized Stuff, and In-need of Effective Managerial Team were the major key take-away of this study. Therefore, these key take-aways were the highlighted concerns of the customers who have stayed in their places.
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