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.

摘要

本研究调查了酒店属性以及免费和新兴设施对在线用户评分的影响，并比较了它们对星级的影响。通过结合从 TripAdvisor.com 抓取的数据和 STR 提供的酒店物业信息，共有位于纽约市、芝加哥和洛杉矶三个大都市区的 763 家酒店案例被用于数据分析。结果表明，水疗中心、游泳池、现场餐厅、酒店附属机构和免费 Wi-Fi 五个酒店属性和设施显着影响了在线用户评分。此外，这些属性对不同酒店星级的在线用户评分有不同的影响：1-2.5 星级酒店的免费 Wi-Fi、游泳池和免费早餐；3-3.5星级酒店免费Wi-Fi、加盟、免费早餐；4-4.5 星级酒店的免费 Wi-Fi。