Analysis of Hotel Attributes and Service Opportunities in Indonesia on Covid-19 Pandemic Era through Online Reviews

Hotel guests’ experience and satisfaction are important aspects of the hospitality industry. It is influenced by several hotel attributes. With the emergence of Covid-19 pandemic, changes in important attributes for customers need to be studied. This study utilized textual reviews and ratings from Tripadvisor for hotels in Indonesia in 2019 and 2021. Topic modeling and opporunity algorithm were applied to identify important attributes, calculate each attribute’s level of importance and satisfaction, and conduct opportunity. This study found there are changes in the important attributes before and during the pandemic. Finally, the opportunity algorithm was computed to find attributes that need to be improved. This study found that the latest service opportunities in Indonesia arising from the Covid-19 pandemic are “health protocol” and hotel facilities such as fitness/gym centers and internet connections to improve room comfort.