Guest service experience in eco-centric hotels: a content analysis

Purpose Sustainable tourism is becoming more popular all over the world. Eco-friendly (green) hotels are properties that friendly to environment and increasingly among green travellers. Electronic word-of-mouth a technique of communicating with consumers in order share their experiences, it significant marketing tool for hotels. This paper aims identify main themes shared online reviews by tourists visiting eco-friendly hotels, which these were associated satisfaction dissatisfaction ratings. Design/methodology/approach The research used qualitative content analyses analyse 1,202 user-generated top 10 UK guests on an platform. Findings revealed nine descriptions airline travel experiences. These “hotel amenities”, “services”, “location”, “staff”, “eco” (eco-friendly activities), “value” “recommend/revisit” (intentions). Negative comments “bathroom”, “mattress”, “water”, “bed”, “price”, “shower”, “Wi-Fi” “restaurant” concepts. Originality/value study differs from previous address void literature shortcomings focused finding dominant expressed does so using data mining approach.