• JANEANE NICOLLE IMPA College of Tourism and Hospitality Department, De La Salle University, Dasmarinas, Philippines.
  • RIKA KAWAI College of Tourism and Hospitality Department, De La Salle University, Dasmarinas, Philippines.
  • ALEXIA MAE OCAMPO College of Tourism and Hospitality Department, De La Salle University, Dasmarinas, Philippines.
  • FULEPRO ALBERTO MADRILEJOS College of Tourism and Hospitality Department, De La Salle University, Dasmarinas, Philippines.



review analysis, customer satisfaction, online reviews, qualitative study, 5-star hotel


Online reviews are essential in the travel and hotel businesses. Because there are various types of hotels, customers frequently read online hotel reviews before making a reservation. The ability to distinguish between positive and negative reviews at luxury hotels according to SERVQUAL attributes of tangibility, reliability, empathy, responsiveness, and assurance could help hotels identify problems, prioritize solutions, and offer better services to Luxury hotels. The study outcomes will assist hotel management in gaining complete knowledge of client complaints regarding service difficulties and promoting service enhancements. This study was conducted to examine and analyze the content of positive and negative customer reviews from, Expedia, and TripAdvisor in five-star hotels in Manila. SERVQUAL dimensions were used to classify positive and negative reviews from the selected OTAs in five-star hotels in Manila. Findings revealed that the responsiveness dimension in the recreational services area received the highest number of customer reviews than any other service area of the hotels gathered from the selected OTAs of the study.


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