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Do Hotel Attributes and Amenities Affect Online User Ratings Differently across Hotel Star Ratings?
Journal of Quality Assurance in Hospitality & Tourism  (IF),  Pub Date : 2020-09-02, DOI: 10.1080/1528008x.2020.1814935
Inna Soifer, Eun-Kyong (Cindy) Choi, Euntae (Ted) Lee

ABSTRACT

This study investigates the impact of hotel attributes and complimentary and emerging amenities on online user ratings and compares their effects across star ratings. By combining data scraped from TripAdvisor.com and hotel property information provided by the STR, a total of 763 hotel cases located in three metropolitan areas of New York City, Chicago, and Los Angeles were used for data analysis. The results showed that five hotel attributes and amenities of a spa, swimming pool, on-site restaurants, hotel affiliation, and free Wi-Fi significantly influenced online user ratings. Additionally, these attributes affected online user ratings differently across hotel star ratings: free Wi-Fi, pool, and complimentary breakfast for 1–2.5-star hotels; free Wi-Fi, affiliation, and free breakfast, for 3–3.5-star hotels; free Wi-Fi for 4–4.5-star hotels. However, none of the hotel attributes and amenities included in this study had a significant impact on online user ratings for 5-star hotels.