Customer Reviews of Accommodation as an Important Factor in Choosing and Booking Accommodation: Analysis of Conditions in V4 Countries

Stela Kolesárová, Anna Šenková, Erika Kormaníková () and Kristína Šambronská
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Stela Kolesárová: Department of Tourism and Hotel Management, Faculty of Management and Business, University of Prešov, 080 01 Prešov, Slovakia
Anna Šenková: Department of Tourism and Hotel Management, Faculty of Management and Business, University of Prešov, 080 01 Prešov, Slovakia
Erika Kormaníková: Department of Tourism and Hotel Management, Faculty of Management and Business, University of Prešov, 080 01 Prešov, Slovakia
Kristína Šambronská: Department of Tourism and Hotel Management, Faculty of Management and Business, University of Prešov, 080 01 Prešov, Slovakia

Administrative Sciences, 2024, vol. 14, issue 12, 1-11

Abstract: Customer reviews represent an important aspect when choosing accommodation from the customer’s point of view. The customer assumes that if the facility has a higher number of positive reviews from other customers, his experience with the services of the selected accommodation will be similar. This paper focuses on the importance of customer reviews of accommodation facilities in the context of V4 countries (Czech Republic, Hungary, Poland and Slovakia). The aim of the paper was to analytically evaluate customer reviews of accommodation facilities in V4 countries as an important factor in the selection and reservation of accommodation services, such as gastronomic services, accommodation and additional services. We focused primarily on examining the differences in customer evaluations of accommodation facilities in these V4 countries. The findings highlight the importance of positive and negative reviews in influencing guest satisfaction and loyalty. At the end of the paper, we offer recommendations for accommodation facilities that are focused on positive as well as negative reviews.

Keywords: customer review; accommodation facility; online choosing and booking of accommodation; V4 countries (search for similar items in EconPapers)
JEL-codes: L M M0 M1 M10 M11 M12 M14 M15 M16 (search for similar items in EconPapers)
Date: 2024
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