Abstract
ABSTRACTThis work seeks to demonstrate the importance of the interests of lodging service users in non-hotel resources, directly or indirectly, linked to hotels. For this, Spanish hotels located in defensive structures belonging to the Paradores chain have been selected. The conceptual framework starts from the evaluative models of the quality of service modified to this study. Then, a Big Data tool has been developed that allows for the analysis of 3372 visitor comments about subjects including the facilities, the staff, and service management. To these, other attributes not strictly linked to the classic hotel service have been added, such as the cultural heritage resources, the surrounding environment, and value-added activities already implemented. With this work, it is hoped to highlight the importance of taking advantage of these resources efficiently, especially in shaping excellent tourist services that connect respectful cultural tourism and the environment for a clear urban influence and that simultaneously takes advantage of the all the possibilities of new technologies.
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