University of South Florida (USF) M3 Publishing


The study aimed to determine the customer complaints about hotel restaurants during the COVID-19 pandemic. The study was conducted in restaurants of 50 5-Star Hotels in Antalya, Turkey's most visited tourist destination. The authors consider that the findings of this study are important for comparing with the studies in current literature. Among the TripAdvisor reviews written in English between December 2019 and March 2021 on hotel restaurants, 300 complaints were detected. Of the 300 complaints, 825 content of complaint was determined. It was determined that the customer complaints are generally related to "average" services and that among the produced codes, most of the complaints were regarding food standard, menu variety, taste and flavor, serving temperature for food, reasonable price/expensive/unworthy, same meals and expectation/disappointment codes. The findings show that the hotel restaurants are inadequate in terms of food standards and menu variety; and therefore, the hotel restaurant enterprises should find solutions to these problems. This study offers several suggestions for hotel restaurants to deliver excellent quality service during the COVID-19 pandemic.



Recommended Citation

Usta, S., & Sengul, S. (2021). Analysis of e-complaints regarding hotel restaurants during COVID-19 process: The case of Antalya. In C. Cobanoglu, & V. Della Corte (Eds.), Advances in global services and retail management (pp. 1–12). USF M3 Publishing. https://www.doi.org/10.5038/9781955833035

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