Result analysis:

Review 1 focusfocuses on the reservation team prior theirto the stay. As the first point of contact with the potential guest, this service must be efficient and very clear regarding the booking process.

Review 2 appears to be genuine. VeryIt is a very positive review, and there was clearly some very good work from Elena and Brunella, as the guest remembered their name throughnames to praise their good service delivery.

Review 3 gives a lot of information regarding the hotel. Uncomfortable bedding, a bathroom full of ants, and bad staff behaviour. Only the location fulfilled the guest satisfactionguest's wishes.

Review 4 highlighthighlights a critical hospitality factrule: provide a service only if this service is fully operational and will fulfil guest satisfaction. Furthermore, the sanitary question should be raised.

Review 5The objectivity of Review 5 might be questioned, as it focuses on other negative unconstructivenon-constructive reviews and assumptions. Only the spa facilities and the location are put forward.






Redundancy analysis (Annexe 1):

The value was not used as it heavily depends on the price paid during the stay with regardingregards to all the other characteristics. The value could not be extrapolated with the given elements. A large number of reviews would be needed in order to find an objective behaviour pattern.