Hotel Category Research Articles

ATRIBUT LUXURY HOTEL DI JAKARTA BERDASARKAN ULASAN DIGITAL PADA TRIPADVISOR

This research aims to determine the customer’s satisfaction and dissatisfaction faktor on the luxury hotel in Central Jakarta based on online review at TripAdvisor platform. This research uses qualitative descriptive approach with content analysis. Two objects for this research are Hotel Indonesia Kempinski Jakarta and Keraton at The Plaza Hotel, Jakarta. However, the research samples are 1,229 excellent reviews that represent customer satisfaction and 31 terrible reviews that represent customer dissatisfaction. Findings reveals that room quality valued 17.4% as the determinant faktors of customer satisfaction in the luxury hotel. Room quality are considered as spacious room space, proper amenities, and latest technology equipment such as universal power socket and iPod charging dock. On the other hand, service quality valued 21.15% as the determinant faktors of customer dissatisfaction in the luxury hotel. Service quality are considered as unresponsive employee, lack of employee product knowledge, and unpolite employee. Luxury hotel premises are expected to always maintain hotel cleanliness and professional employee to ensure customer satisfaction. Further research should emphasize on other hotel category and use more online platform to gather more reviews.
 Keywords: Hotel Attributes, Luxury Hotel, Online Review, Satisfaction Factors

Big data hedonic pricing: Econometric insights into room rates’ determinants by hotel category

This research uses a big dataset of online prices published on Booking.com by three-, four- and five-star hotels located in Madrid (Spain). Data is broadened by other sources, resulting in a rich set of context-, hotel- and offer-based variables. This research aims to determine the impact of these variables on the online room prices set by one representative sample, featuring the total pricing behaviour as well as per hotel categories. The variables considered, their extent and the insight per category represent a novelty and complement the literature on demand forecasting and hedonic pricing, enabling the improvement of optimisation techniques. The models, based on regression analysis with random effects, reveal a significant impact of the variables on room prices and a clearly distinct behaviour for five-star hotels. This research contributes to the scientific community and practitioners by showing the pricing dynamics behaviour of an important urban destination by star rating.

The impact of hotel attributes on room rate in star graded hotels in Colombo, Sri Lanka

Abstract Purpose: The purpose of this study was to examine how the availability or absence of different hotel attributes affect the room rate during a given period. This study identified the impact of various hotel attributes on the room rate. Research methodology: Published data on available hotel attributes, and room rates of selected room categories of star-graded hotels in Colombo district, Sri Lanka, were gathered online through booking.com. The Ordinary Least Squares (OLS) method was used to estimate the impact of key determinants under hotel amenities, quality signals, and locational attributes. Results: The results revealed eleven key attributes of the room rate in star-graded hotels, illustrating the positive impact from seven determinants and the negative impact from four determinants. Hotel class or star grade was the most significant determinant in the room rate, which generally determines the pricing behavior and service quality and most of the attributes and characteristics in a hotel. Availability of a business center, location of the hotel, fitness center/spa, total number of rooms in the hotel, room size, and view from room also significantly determined the room rate. Limitations: Booking.com, as the most popular Online Travel Agent (OTA) used in Sri Lanka, it was assumed that the information is frequently updated. The study was extended for the hotels in the Colombo district, and hence, the results were based on the point data, which may not be an islandwide representation or year through data. Contribution: As theoretical applications are underused in pricing and revenue decisions in the Sri Lankan hotel sector, results will lead to advance the decision making of practitioners, and this study will be a complement to the lack of literature in the field of revenue management in Sri Lankan context and may encourage future researchers laying an inspiring beginning.

SUSTAINABLE RECYCLING OF HOTEL WASTE WATER IN GOA

Goa, a tourist destination known for its alarming scenic beauty has seen a consistently rising trend in hotel occupancy for star category hotels. On an average a luxury hotel would consume approximately 200,000 litres of water per day. The waste water generated from this consumption is basically 30% of black water (sewage) and 70% of grey water (bath water, laundry waste water, etc). A study was carried out to harness the potential of grey water before dumping into water bodies per se. A membrane based bio reactor (MBR) designed for chemical and biological treatment of this waste water includes mechanisms like coagulation, flocculation & separation of the water ludge. The water is then validated for its BOD & COD levels as per the government norms and then membrane filtered to remove total dissolved solids (TDS). This filtered water is then subjected to biological treatment whereas the sludge is used in landfills. EM technology uses commercially available culture of microorganisms, comprising of Lactobacillus, photosynthetic bacteria and yeast for biological treatment of the waste water to render it safe for human use. Monitoring and water quality analysis revealed that microbial treatment considerably reduced the BOD. This innovative technology allows the recycling of waste water which can be made use of for different purposes like gardening, cleaning floors & hotel properties, washing of cars & flushing. Moreover, it requires low foot print and involves easy installation and less maintenance. Recycling of grey water would in turn curtail consumption, thus cutting cost for purchase of water and ensuring safety of consumers. In addition to MBR & EM Technology being economically feasible, safe and user-friendly, its usage is highly recommended to maintain a stable water table and preserve the integrity of the hospitality industry in Goa. It is surely an initiative to minimize water crisis thus maintaining a sustainable ecosystem.

The water-energy nexus in hotels and recreational activities of a mass tourism resort: the case of Benidorm

ABSTRACT This paper analyses the water-energy nexus (WEN) in hotels and recreational activities of Benidorm, a mass tourism resort on the Spanish Mediterranean coast. A survey was administered to a sample of three- and four-star hotels to estimate (1) water and energy consumption; (2) energy consumption for water uses, and (3) trade-offs between water and energy. Quantitative data was complemented with selected interviews with hotel managers and staff. A strong correlation was found between water and non-renewable energy consumption despite the presence of solar panels in hotels. Hotels with large restaurants (>250 seats) had higher water and energy consumption while spa facilities and lawn areas were positively correlated with energy consumption per guest night. Energy used for water increased according to hotel category. We estimate energy used for water oscillating approximately between 104 and 368 kWh/m3 for hotels and between 21 and 63 kWh/m3 for a waterpark. The interviewees revealed little familiarity with WEN despite its potential to achieve water and energy savings. Unsustainable trade-offs between energy and water were found in salty groundwater extraction and disposal for several hotels and for the waterpark. On the positive side, the use of biomass boilers proved to be highly efficient.

The influence of user generated content on hotel sales: an Indian perspective

PurposeNowadays, various hotels and third party websites allow guests to express their stay experience in the form of textual content and ratings termed as user-generated content (UGC). This study aims to explore the influence of UGC along with the financial aspect on the sales of the hotel. This will help them in making efficient business decisions and revenue generation by realizing the requirements of the guests. The proposed model provides an insight into the theoretical and practical significance of the concerned explanatory variables to the hoteliers.Design/methodology/approachThis paper considers the number of rooms, six aspect ratings (room, cleanliness, location, service, value and sleep quality), review length and readability as the independent variables. Revenue per available room is taken as the dependent variable. Log-linear regression analysis is performed on a data set of 78 hotels situated in Delhi National Capital Region to validate the relationships. Moreover, the differential impact of hotel type on these exploratory variables is studied.FindingsResearch findings show that along with the financial aspect, the UGC components also play a key role in generating sales for the hotels. It was further observed that the two hotel categories, i.e. luxury and budget have different natures and also the characteristics of luxury hotels overshadow those of budget.Originality/valueThis study uses the textual content of the reviews along with the numerical ratings. This is a unique combination for studying sales of hotels according to the knowledge of authors, where earlier studies focused only on the financial aspects.

Hotel Wastewater Treatment by Integrating Mixing and Electrocoagulation Process

Hotels used a considerable amount of water and chemicals for guest rooms, pools, landscaping, laundry, gardening, and other activities, depending on hotel categories. In this research, the liquid waste of the hotel was treated by a combination of mixing and electrocoagulation process to produce clean water, which was safely discharged into the environment. The EC reactor was equipped with 6 (six) Al electrodes as baffles with a current strength of 12 Aand operated in a continuous process. The agitation rate of turbine impeller was fixed at 100 rpm, while the influent flow rate into the EC reactor was maintained at 200 mL/min. The influences of differences in electrode configurations (i.e., 3 Anodes 3 Cathodes and 4 Anodes 2 Cathodes) on pH, turbidity, and BOD of the effluent were studied. Based on the experimental results, the Al electrode configuration of 4 Anodes 2 Cathodes showed better results than 3 Anodes 3 Cathodes. The decrease in BOD and turbidity were 84% and 93%, respectively. This technology can be considered as a promising green technologyto treat various industrial wastewater as well as reduce the raw water pollution by the industrial waste.

A New Hospitality Marketing Perspective on the Emergence of “Lifestyle Hotels”

Hotels in Japan have long been grouped under two categories: city hotels and business hotels. While the former are relatively expensive, have a large number of guest rooms, and include a variety of French and Chinese and Japanese restaurants and bars as well as meeting rooms and huge banquet halls, the latter are relatively low-priced facilities that only have guest rooms or basic rooms destined to meals. However, the category of lifestyle hotels, which is different from both, has been growing rapidly in Japan in the last few years. Instead of the above two categories, price categories such as luxury, upscale, mid-price, economy, budget are being adopted, but the emergence of lifestyle hotels has also caused the deepening of market segmentation. In this paper, I examine the current situation in this field and consider it from the viewpoint of marketing.

АСПЕКТИ ЯКОСТІ ГОТЕЛЬНИХ ПОСЛУГ

Abstract. The article defines the concept of hotel service quality as a set of properties and characteristics of hotel services, formed by the relationship of all stakeholders in their provision, potentially or actually able to most effectively meet the established and expected needs of customers. Comparison of requirements for hotel categories set by standards of different countries: Criteria 2015-2020 HotelStars system, The Diamond standard, National rating Quality mark from TGCSA, State Russian system and Ukraine DSTU 4269: 2003 showed a certain obsolescence and irrelevance of the requirements of the National standard for certain criteria. In addition, DSTU 4269: 2003 does not have a block of quality indicators.In Ukraine in 2019, 131 hotels were inspected for compliance with the National Standard, which is three times more than the previous year (43 in 2018), most of which were set the category of «4 stars» – 48. The leader in the total number of surveyed hotels is the Kiev region – 34 hotels. The Kiev region is also the leader in the number of hotels, which were awarded the category of «3 stars» – 14 hotels and «4 stars» – 13 hotels in 2019. According to the number of hotels, which were awarded «5 stars», the leader was the Odessa region – 8 hotels in 2019 received this status mainly in the city of Odessa.The choice of hotel services quality aspects is a priority in its evaluation. The author proposes to expand the list of criteria according to the SERVQUAL methodology and to assesses the hotel services quality in terms of materiality, tangibility, reliability, safety, responsiveness, cogency, speed, empathy, accessibility, flexibility, guarantees, strategic quality management and quality control.Each of the 12 quality aspects is revealed by a set of individual quality indicators and determined by a comprehensive indicator, will calculate the integrated level of hotel services qua-lity, assess indicators in dynamics and in comparison with other hotels, and in the future assess the readiness of hotels to reach the international level.Keywords: quality, hotel, service, aspect, standard, category

Curating Authentic Hospitality in a Local Boutique Hotel

Hotel A served the boutique hotel segment. Rather than focusing on market segments in Singapore’s hotel chain scale system, the management decided to offer guests an affordable luxury experience via excellent personalized service while capitalizing on the rich and authentic cultural heritage that the hotel offered in terms of history and design. Although Hotel A had won the Best Hotel Service award three years consecutively, it was getting harder to distinguish itself from other boutique hotels and to align itself with the parent company’s (Company A) strategic long-term goals. Mr. Lim had been the manager of Hotel A for five years. He worked up the ranks, learning the ropes and garnering accolades for best service, and management skills. He had earned the respect of his staff as he empowered his staff, empathized with them and walked the talk. Since December 2019, the world had been reeling from the impact of a global pandemic caused by the coronavirus (COVID-19) which was primarily spread through physical contact and respiratory droplets. Most countries implemented very stringent measures to prevent the disease from spreading within its borders. The luxury boutique hotel category in particular had been negatively affected as the hospitality industry focused on people, personalized services and face to face interactions. One prominent change seen as a result of COVID-19 was a change in consumer behavior, influenced by risk perception (Gössling et al., 2020; Kirk & Rifkin, 2020). Guests became more cautious and concerned about safety and hygiene, preferring less human touch during registration and food delivery, and practiced safe distancing from others (Rittichainuwat & Chakraborty, 2009). Millennials had increasingly become an attractive market segment for the luxury hotel industry as they were not price conscious, preferring to “spend tomorrow’s money” and “spend ahead of income” (Wang, Sun & Song, 2011). Furthermore, as they were digital natives, products and experiences which could satisfy their luxury consumptions could be promoted easily via social media marketing. In August 2020, the Singapore government rolled out a S$45 million SingapoRediscovers campaign where Singaporeans were given S$320 million in tourism credits to drive local spending (Straits Times, August 2020). Mr. Lim is in a dilemma. How can he promote Hotel A as the preferred staycation destination to local Millennials without alienating its more traditional clientele and brand image as a heritage hotel catering to foreigners? How should Hotel A provide personalized service and maintain service quality and satisfaction with safe management measures in place in sync with Millennials’ lifestyle?

Organisational Agility and 7Ps of the Marketing Mix for the Post-COVID-19 Period: A Case Study of the Indian Informal Food Sector

This study uncovers the reality of the COVID-19 epidemic, acting as a significant hurdle for small restaurants' sustainability. The study used a purely qualitative methodology dealing with data collected from the industry to frame effective sustainability strategies to revamp the business. Hence, in-depth interviews to capture the real problems faced by restaurants were conducted. From the study, we understood that big cities such as Chennai, Bengaluru and Thiruvananthapuram took initiatives in the post-COVID-19 crisis to bring about changes in the business process, giving importance to online ordering and delivery, new cuisines and more hygienic transparency. Small cities such as Coimbatore, Thiruvalla and Kochi are still confident of running their businesses, but there may not be a drastic change in the process. However, their expectations of help from the government are high. Three major factors are being considered to be cornerstone elements, which are health, cleanliness and hygiene. In this research, the scope is limited only to restaurants in big and small cities, while large-sized star category hotels have not been considered.

IMPACT OF AIRBNB ON PHILIPPINE ACCOMMODATION SECTOR: A QUANTITATIVE APPROACH

The study aimed at scrutinizing the impact of Airbnb on the Philippine hotel accommodation sector with regards to occupancy rates and the number of tourist arrivals. The more extensive point was to make a functional contribution to the current discussions and issues around the sharing accommodation, in particular Airbnb platform, from an ethnically diverse country standpoint. This study used a quantitative explanatory approach, and a secondary data sampling technique was adopted. Statistics from the Philippines were obtained from the DOT library while Airbnb data was purchased from AirDNA last September-November 2019. Secondary data collected were analyzed through SPSS. The study measured the relationship between Airbnb occupancy rates and tourist arrival. Moreover, to test whether Airbnb is directly competing with the lower category of hotel in terms of occupancy rates, the correlational examination was taken into account. Pearson R coefficient was utilized followed by a regression analysis to come up with a model. The findings inferred that it is Airbnb that has most influenced the activity of the tourism industry sector most especially under the accommodation sector and apparently set up to be a threat to the budget traditional providers. The result of the examination required for a business reaction for the traditional providers on the best way to team up with Airbnb to give better accommodation preferences for the increasing number of travelers in the country.

An empirical examination of the antecedents of training transfer in hotels: the moderating role of supervisor support

PurposeCurrently, the global hotel industry is faced with the challenge of a growing skills gap. Contrary to expectations, the shortage of skilled employees persists despite improved access to training. This implies that the cause of the shortage is not the lack of training, but a general lack of understanding of how training is transferred to practice. Therefore, this study aims to use an empirical approach to test a transfer of training (TOT) model that can be applied to the hotel sector.Design/Methodology/ApproachThe setting of the study is the Sultanate of Oman, and 302 questionnaires were collected from 24 hotel properties, of four- and five-star categories.FindingsThe findings reveal, to a high and significant degree, that the antecedents of TOT are the opportunity to perform (OTP) and motivation to transfer (MTT), while supervisor support is a significant moderator. In addition, motivation to learn (MTL) is the most important predictor of MTT, while accountability is the leading predictor of OTP. Results also indicated that perceived organizational support (OS) has the strongest impact on MTL.Research Limitations ImplicationsThe proposed model needs to be tested under different contexts, especially different countries and with different hotel categories, to determine if the relationships between the factors remain similarly valid. Other factors that can predict the TOT need to be investigated.Practical ImplicationsPractical recommendations for hotel operators have been presented, equipping industry practitioners with the tools they need to develop the competencies of their employees, thereby improving the performance of individual properties.Originality ValueThe current study emphasized the validity of the proposed training transfer framework which was adapted from the learning transfer system inventory model, highlighting the particular importance of factors such as perceived OS and accountability.

ПЕРСПЕКТИВИ КАТЕГОРИЗАЦІЇ ГОТЕЛЬНИХ ГОСПОДАРСТВ ТА УНІФІКАЦІЯ СИСТЕМ ОЦІНЮВАННЯ

In this publication the analysis of the features of evaluation systems of hotelenterprises is conducted. It has been found that in the conditions of increase in quantity andquality of hotel services the problem of systems for estimation, categorization andstandardization of enterprises becomes relevant. More than 30 different classification systemsused in international practice have been studied. It turns out that there are two options forcreating systems for evaluation and standardization of hotel enterprises: on the basis ofrequirements formed by specialized unions of hoteliers and specialized organizations andthose defined by public authorities. The peculiarities of the evaluation of hotel enterprises invarious countries of the world are carefully researched and systematized. As an example, thecountries in the top ten most popular among tourists (Austria, Switzerland, Great Britain,Germany, Canada, France, Singapore, USA, Sweden, Spain) have been taken.On the basis of the conducted research the complexity of creation of unified system foran estimation of hotels because of a variety of needs of tourists from different countries of theworld is proved. The necessity of unification of evaluation systems and creation of a singleworld system of hotel categorization, which will allow tourists from different parts of theworld to understand better what to expect from international hotel categories, issubstantiated. Due to the complexity of creating a single hotel evaluation system, it isnecessary to start with the unification of service standards in the field of additional services.This will allow tourists to quickly understand the categories of hotels in different countries, aswell as give a clearer idea of what characteristics a single global system of evaluation ofhotel enterprises should have. According to the analysis of already existing evaluationsystems, it becomes clear what qualities a unified international system of categorization ofhotel enterprises should have.The results of the study can be useful for employees in the field of tourism and hoteland restaurant business, scientists, teachers and students majoring in "Tourism" and "Hoteland restaurant business"

Exploring online prices with an advance booking horizon on Booking.com

The online market enables hotels to enhance their visibility and drive up their revenue. This study analysed both the average room price and price count (i.e. the sum of the number of prices that hotels offer) on Booking.com for a period of 300 days prior to check-in, with data classified by official hotel category. Hotels’ number of rooms, day of the week, room type, room capacity (i.e. maximum number of guests per room) and length of stay were also tracked. This research was based on a stratified sample of hotels gathered by using random sampling and proportional allocation, as well as defining the strata by hotel categories. The dataset included 1,353,751 records. The results reveal that channel management activities are an important area of hotels’ operations, which generate a considerable workload in terms of the time devoted to updating data and other related tasks. However, hotels’ participation in online channels does not always match their importance in the market as measured by their relative number of rooms. Most of the variables under study have a significant positive impact on prices, except for hotels’ number of rooms, which failed to follow any discernible pattern of influence.

ECONOMIC EFFICIENCY OF UNIFICATION OF HOTEL EVALUATION SYSTEMS

The article analyzes the features of evaluation systems of hotel enterprises. It has been found that in the conditions of increase in quantity and quality of hotel services the problem of systems of estimation, categorization and standardization of the enterprises becomes actual. More than 30 different classification systems used in international practice have been studied. Trends in the development of hotel evaluation systems around the world are also studied. Today there are two options for creating systems for evaluation and standardization of hotel enterprises: on the basis of requirements formed by specialized unions of hoteliers and specialized organizations and defined by public authorities. The article examines the peculiarities of the evaluation of hotel enterprises in different countries of the world. The countries that are among the ten most popular among tourists (Austria, Switzerland, Great Britain, Germany, Canada, France, Singapore, USA, Sweden, Spain) have been taken as an example.Based on the conducted researches, the study proves the difficulty of creating a single system of hotel evaluation due to the diversity of needs of tourists from around the world. The necessity of unification of evaluation systems and creation of a single world system of hotel categorization is substantiated, which will allow tourists from different countries of the world to understand more easily what to expect from international hotel categories. Due to the complexity of creating a single hotel evaluation system, it is necessary to start with the unification of service standards in the field of additional services. This will allow tourists to quickly determine the categories of hotels in different countries, as well as form a clear idea of what characteristics should have a single global system of evaluation of hotel enterprises. Through the analysis of the systems of already existing evaluation systems, it becomes clear what qualities a single international system of categorization of hotel enterprises should have.

Unraveling the role of governance mechanisms in online ratings: The case of Spanish chain-affiliated hotels

This article studies how the choice of the mechanism of governance affects online ratings of hotels, empirically exploring the conditions under which various governance mechanisms improve (or damage) them. We emphasize that no governance mode is universally superior. However, when the mechanism of governance fits hotel characteristics, online ratings improve. We argue that such characteristics (i.e., hotel category, size, and age) determine the severity of agency problems (e.g., managerial shirking and free-riding) and the performance of governance choice. We test several organizational fit hypotheses on a data set of 2,328 hotels operating in Spain. Our results support the fit argument, because they show the superiority of franchise and management contracts (i.e., hybrids) for enhancing online ratings, as opposed to vertical integration, when category rises and size increases. Furthermore, we find evidence that maintenance does not appear to be a major problem in leasing. JEL CLASSIFICATION: D23; L25; L83

Hotels’ self-positioned image versus customers’ perceived image: a case study of a boutique luxury hotel in Hong Kong

Imagen auto-posicionada del hotel versus imagen percibida por los clientes: un estudio de caso de un hotel boutique de lujo en Hong Kong.PropósitoEste estudio se esfuerza por tomar a los hoteles boutique de lujo como tema de investigación para profundizar en el conocimiento sobre la imagen de los hoteles de lujo y compar el posicionamiento presentado por el hotel con el que perciben los clientes. También investiga si existe una brecha entre las dos imágenes.Diseño / metodología / enfoquePara el caso se selecciona el mejor hotel de lujo calificado en Hong Kong. A través de la interpretación y discusión de listas de palabras de alta frecuencia y gráficos de redes de coincidencia semántica se identifican los principales temas en la imagen presentada por el hotel y la imagen percibida de los clientes.ResultadosSe reconocen cinco dimensiones (creación de eventos, comida exquisita, excelentes comodidades y servicios, lugar de funciones especiales y promoción) utilizadas por los hoteles para formar su imagen de lujo boutique. Entre la imagen auto-posicionada de los hoteles y las imágenes percibidas por los clientes, se confirmaron pequeñas similitudes, como el reconocimiento de excelentes comodidades y servicios, pero se identificaron diferencias considerables, lo que indica la comercialización ineficaz del hotel boutique de lujo a pesar de su éxito en términos de clasificación. Se propusieron sugerencias gerenciales sobre cómo abordar la discrepancia de imagen.Originalidad / valorEste estudio aporta información sobre la discrepancia de imagen del hotel entre las plataformas de redes sociales en los segmentos de hoteles de lujo al agregar la categoría de hoteles boutique de lujo. También identifica las implicaciones para mejorar el desarrollo de una imagen de hotel que satisfaga las necesidades y expectativas del cliente.

Differences in financial performance between various categories of hotels in the Visegrad Group countries

Differences in financial performance between various categories of hotels in the Visegrad Group countries

Identification of e-HRM Practices in Egypt Five-star Hotels: A Quantitative Approach

This paper aims to identify the effect of e-HRM practices on hotel performance by measuring HRM service quality and employee productivity in Five-star hotels in Cairo. This study used a quantitative research approach. Data was collected through questionnaires from 25 Five-star hotels in Cairo selected to be the sampling frame. A convenience sample technique was chosen in this research to collect data using administrated questionnaire to HR managers, HR supervisors and HR employees. The total number of distributed questionnaires was 500 copies out of which only 350 have been returned. The general response rate was 70%. SPSS (Version, 26) software was used for analysis data. The results showed the importance and benefits of e-HRM application in Five-star hotels in Egypt. The results explain the agreement of the participants for e-HRM practices in five-star hotels. Additionally, the findings highlight the importance of e-HRM practices, which include operational, relational and transformational. The aforementioned practices help to improve the human resources service’s quality and employee productivity, which in turn will lead to an improvement in the hotel’s performance. This current study contributes to the theory by enriches the existing literature on e-HRM and it showed that importance of e-HRM application in hotels. However, the current study has some limitations. Firstly, this paper concentrates on a specific category of hotels (Five-star hotels). Secondly, the research focuses on a specific geographical location, Cairo. Therefore, future research should address more hotels in Egypt.