Abstract:

This paper deals with question what influences guests’ total evaluation in five-star hotels. The aim of this paper is to find out whether there are some differences in guests’ reviews, if we compare: (1) guests on leisure trip and guests on business trip (i.e. purpose of the trip is studied), (2) guests who are solo traveller, then who travel in group or who travel in couple (i.e. kind of participants is studied) and (3) guests who stayed different number of nights in the hotel (i.e. length of guests’ stay is studied). For purposes of this paper, a database based on guests’ online hotel reviews on Booking.com was created: reviews given to chosen five-star hotels in Berlin (Germany) between May 2016 and November 2016 were analysed. The findings indicate guests’ evaluation depends only on the purpose of their trip whereas this evaluation depends neither on kind of participants nor on length of guests’ stay.