This study aims to verify how distinct markets evaluate hotels in the Algarve through the analysis of online reviews, in order to identify if satisfaction and dissatisfaction attributes are similar among some of the main markets of overnight stay tourists in the region. Online reviews of hotels in the Algarve, written in English, French as well as Portuguese and posted on Tripadvisor by British, French and Portuguese residents from January 2019 to December 2019 are analysed. After the analysis of 8,596 online textual reviews, the results demonstrated that not only satisfaction and dissatisfaction rates towards hotel attributes differ according to the language, but also that customers from different countries place dissimilar emphasis on hotel attributes. Besides extending the current research on the use of online reviews, the findings of this study also assist hoteliers to identify improvement opportunities. Although many studies on marketing segmentation through data mining have been conducted, this paper analyses the customer satisfaction of relevant tourist markets and suggests up-todate practical implications for hoteliers.

The purpose of this study is to verify how online reviews can become a useful tool for the improvement of hotel businesses through an in-depth analysis of selected scientific papers. This systematic literature review analyses refereed journals in English, Spanish and Portuguese, published worldwide between January 2008 and January 2020 and containing the keywords: online reviews, hotel improvement, hotel performance and hotel development, in 11 different databases. After examining 59 relevant papers, a range of approaches showing how online reviews support hotel business development are uncovered. Besides contributing to the existing literature by extending the current research on the use of online reviews, the findings of this study also provide hoteliers with insights on how to take advantage of online reviews. Although several studies approach hotel business development using online reviews, only a few studies have gathered these papers to verify their applications and managerial implications. Thus, this paper aims to fill this research gap.