The impact of reviews on the internet on the financial results of a hotel company

Abstract

This article reviews theoretically the impact of opinions about a hotel on the Internet on the financial results of a hotel company. The paper includes an overview of literature focused on hotel business and the reputation management concept which influence the decision-making process of guests. It presents other academic findings on this matter especially focusing on impact of reviews on hotel bookings and revenue. The aim of the article is to present previous research conducted in order to find if reviews on the Internet influence decisions of other people and at the same time influence hotel revenue. So far the academic field of explorations on this matter has been mostly unknown in Polish literature. The conclusions of this paper show online reviews which have generally a positive influence on consumers’ decision to purchase hotel services. Most of the presented research indicate strong correlation between online consumer recommendations and financial results of hotels.

Keywords

• hotels
• hospitality
• reputation management