“…In a previous study on online hotel reviews in Portugal, the subjects that came up most frequently included room, staff, location, hotels, and breakfast; the most important categories were room and staff. The most frequent qualifiers to these categories were "cleanliness, friendliness, helpfulness, centrality, size, silence, diversity, price, proximity to public transport, design, bed, and Internet" (Chaves et al, 2011). Choi and Chu (2001) indicate staff service quality was the most important factor in overall satisfaction, followed by room qualities, value, general amenities, international direct dial facilities, business services, and security.…”