Chapter 2: Nationality Differences in User-Generated Reviews in the Hospitality Industry

The chapter investigates the evaluation and rating practice of individual travelers, through the examination of user-generated comments on the Internet. The study focuses on determining the most mentioned attributes of the accommodation experience, with consideration given to nationality differences. The individual evaluations of 40 Istanbul hotels are examined through an analysis of guest comments and hotel ratings posted in the Booking.com web site. The results obtained through content analysis provide knowledge to the accommodation industry in Istanbul regarding the areas in need of improvement, with consideration to variations among guests from different nationalities.