The Quality of Hilton Hotel Services in the V4 Countries: The Impact of the Platform on Ratings and Customer Satisfaction

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, Konštantínova 16, 080 01 Prešov, Slovakia
Anna Šenková: Department of Tourism and Hotel Management, Faculty of Management and Business, University of Prešov, Konštantínova 16, 080 01 Prešov, Slovakia
Erika Kormaníková: Department of Tourism and Hotel Management, Faculty of Management and Business, University of Prešov, Konštantínova 16, 080 01 Prešov, Slovakia
Kristína Šambronská: Department of Tourism and Hotel Management, Faculty of Management and Business, University of Prešov, Konštantínova 16, 080 01 Prešov, Slovakia

Tourism and Hospitality, 2025, vol. 6, issue 4, 1-13

Abstract: (1) This study aims to quantify differences between platforms and countries by comparing Hilton’s ratings on Booking.com and Google.com in the V4 countries. (2) Data were collected directly from Booking.com and Google.com for selected Hilton hotels. Descriptive statistics were used to process and analyze the data, and a paired Student’s T -test was used to compare standard deviations between platforms. (3) The analysis showed that these differences can be applied not only to subjective preferences but also to sociotechnical devices, including cultural platforms and their associated norms and user expectations. Additionally, factors such as price, food quality, and atmosphere were shown to influence overall guest satisfaction, with ratings approximately indicating satisfaction or dissatisfaction. (4) From a practical perspective, these insights can help hotel managers optimize their online communication strategy, tailor content to different platforms, and manage their reputation more effectively. Overall, the findings highlight that effectively managing online reviews is key to establishing trust, increasing satisfaction, and ensuring the long-term success of the Hilton brand in diverse sociocultural contexts. Future research should focus on sociotechnical aspects and the impact of seasonal or marketing campaigns on reviews to gain a more comprehensive understanding of the dynamics of online reviews in the hospitality industry.

Keywords: Hilton; V4 countries; ratings (search for similar items in EconPapers)
JEL-codes: Z3 Z30 Z31 Z32 Z33 Z38 (search for similar items in EconPapers)
Date: 2025
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