Changes in guests’ hotel evaluations due to covid-19: The case of the world heritage city of Cuenca

Guest satisfaction in hotels within the UNESCO World Heritage city of Cuenca improved during the later stages of the COVID-19 pandemic, though ratings remained below pre-pandemic levels. The study analyzed 1595 hotel reviews from the Booking platform, revealing that service quality was a critical factor in guest satisfaction. An ANOVA analysis identified key influences on satisfaction, including urban/rural location, traveler type, nationality, gender, and room type. Despite challenges posed by the pandemic, hotels that maintained or enhanced their services saw positive outcomes, suggesting that prioritizing high-quality service can mitigate negative impacts on guest evaluations.

ALFARO-NAVARRO, J. L., & ANDRÉS-MARTÍNEZ, M.-E. (2023). Changes in guests’ hotel evaluations due to covid-19: The case of the world heritage city of Cuenca. Tourism and Hospitality Management, 30(1), 1–13. https://doi.org/10.20867/thm.30.1.1