Understanding Tourist Experience In Mountain Hotel Accommodation: A Qualitative Assessment of Online Reviews

Using the online reviews, this study aims to explore tourist’s accommodation experience in Mountain Hotels of Uludağ in order to understand their needs, expectations, and satisfaction mechanisms. Although many studies have analyzed online reviews in different contexts, there is still a lack of research investigating online reviews for winter tourism accommodation and mountain hotels. Thus the results of this study provides a very in-depth understanding of the profile, experiences, and needs of international and local tourists who prefer winter tourism and will make a significant contribution to both literature and practitioners. 4958 online reviews included in most known online platforms (Trip Advisor, Google Reviews) that are gathered from 12 hotels were analyzed by MAXQDA. Thematic analysis approach was performed to determine important drivers that lead to tourist satisfaction or dissatisfaction