Understanding Guest Satisfaction with Urban Hotel Location

Abstract

In this article, we unveil determinants of guest satisfaction with urban hotel locations and disclose what types of locations are preferred by guests. Using data from 8,185 online reviews of 220 Los Angeles hotels checked in during a 1-year period, we apply a mixed-effect ordered logit model to investigate factors determining location evaluation scores. We classify all location-related factors into three categories: accessibility to points of interest, transport convenience, and surrounding environment. Our results suggest that a property’s accessibility to attractions, airports, universities and public transportation, as well as green spaces, bodies of water, and local businesses are significant determinants. Free parking and airport shuttle bus service could mitigate disadvantages related to inferior airport accessibility. Moreover, we underscore different hotel location satisfaction effects across travelers’ experiences and types of travel described in the online reviews. Lastly, different types of travelers demonstrate heterogeneous location preferences related to different tourist attractions.

Satisfação do Consumidor com Base nos Atributos do Serviço de Hospedagem

“…Quanto ao perfil dos consumidores, quem viaja a negócio costuma valorizar a proximidade do meio de hospedagem a aeroportos, visto que tais consumidores visam diminuir possíveis desconfortos causados por viagens constantes (Chen, 2017), bem como a proximidade a meios alternativos de transporte: metrô e estradas (Yang, Mao, & Tang, 2018). Já entre aqueles que viajam a lazer, o que parece ser mais importante para o atributo localização é a proximidade do hotel ou pousada às atrações turísticas visitadas pelo consumidor (Zhou et al, 2017).…”

“…Já entre aqueles que viajam a lazer, o que parece ser mais importante para o atributo localização é a proximidade do hotel ou pousada às atrações turísticas visitadas pelo consumidor (Zhou et al, 2017). Segundo resultados da pesquisa de Yang et al (2018), quem viajava sozinho valorizava mais o acesso a parques, jardins e centro históricos, enquanto quem viajava em família, valorizava a proximidade a estádios esportivos. A facilidade de acesso ao hotel (caminhos percorridos para chegar ao local) também é um aspecto importante da localização (Zhou et al, 2017).…”

Customer’s Co-Creation for Satisfaction Enhancement: A Case Study of Budget Hotel at Rayong Province, Thailand

“…Mean of place is 3.84 and S.D=1.06. Moreover, hotel location satisfaction effect customer's experience and different hotel locations provide rooms for different travelers (Yang, Zhenxing, & Jingyin, 2018). Mean of promotion is 2.58 and S.D=1.07.…”

From Hotel Reviews to City Similarities: A Unified Latent-Space Model

“…Parallel studies have deepened the analysis of the correlation between hotel location and Points Of Interests (POIs). For example, in [15] the authors have investigated the correlation between guest satisfaction (expressed by the hotel location rating) and three main location-related features, i.e., accessibility to points of interest, transport convenience, surrounding environment. The results confirm that the presence of attractions, airports, universities, public transportation, and green spaces are significant determinants.…”