Environmental certification in hotels: Main actions mentioned by guests in their online evaluations about certified hotels.
Environmental certification in hotels: Main actions mentioned by guests in their online evaluations about certified hotels.
Certificación medioambiental en hoteles: Principales acciones mencionadas por los huéspedes en sus evaluaciones en línea sobre los hoteles certificados.
Periódico: Tourism and Hospitality International Journal
Fonte: Tourism and Hospitality International Journal ; Vol. 5 No. 1 (2015): September 2015 [10th Edition]; 110-134
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Resumo: Sustainable environmental initiatives in tourism and hospitality items are increasingly present in the actual market and there are several certifications that attest whether a hotel is sustainable or not. Researches shows that many guests choose their lodging facilities taking into account their sustainable actions and the fact that they have sustainability certifications. At the same time, the online reviews through websites that utilize user-generated content (UGC) help to understand the client's vision on hotels and know what he found most interesting and/or important in them. This study seeks to determine which are the most mentioned sustainable actions in online reviews of guests who visit sustainable hotels. Several reviews of the selected hotels were read and depending on the text, it was considered if the guest realized or not the actions, and whether mentioned or not. It can be concluded that the most mentioned actions are related to architecture, decoration and construction, and food and organic crops served in hotels. The study also showed a very low number of entries compared to total read reviews and percentages shown in the studies used as reference. This study may contribute to lodging facilities that wish to undertake sustainable actions that have a greater positive impact on the vision that the customer has about the service of the hotel. The research can also contribute so that hotels can rethink the way they communicate their sustainable actions, since despite the certifications, many of these actions are still unnoticed by guests.
