Understanding Guest Satisfaction with Urban Hotel Location
Abstract
In this article, we unveil determinants of guest satisfaction with urban hotel locations and disclose what types of locations are preferred by guests. Using data from 8,185 online reviews of 220 Los Angeles hotels checked in during a 1-year period, we apply a mixed-effect ordered logit model to investigate factors determining location evaluation scores. We classify all location-related factors into three categories: accessibility to points of interest, transport convenience, and surrounding environment. Our results suggest that a property’s accessibility to attractions, airports, universities and public transportation, as well as green spaces, bodies of water, and local businesses are significant determinants. Free parking and airport shuttle bus service could mitigate disadvantages related to inferior airport accessibility. Moreover, we underscore different hotel location satisfaction effects across travelers’ experiences and types of travel described in the online reviews. Lastly, different types of travelers demonstrate heterogeneous location preferences related to different tourist attractions.
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- Authors
- Yang, Y., Mao, Z., & Tang, J.
- Affiliations
- Temple University (US)
- California State Polytechnic University (US)
- University of Florida (US)
- Corresponding author
- Yang, Yang
- Venue
- Journal of Travel Research
- Publisher
- SAGE Publications
- Published
- 2017-02-01
- Volume
- 57
- Issue
- 2
- Pages
- 243-259
- ISSN
- 0047-2875 (ISSN-L)
- 1552-6763
- OpenAlex
- W2589112705
- Cited by
- 156
- References
- 69
- Citations by year
- 2026: 10 · 2025: 12 · 2024: 11 · 2023: 20 · 2022: 25 · 2021: 26 · 2020: 20 · 2019: 16 · 2018: 14 · 2017: 2
- FWCI
- 36.42
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Travel Research (publishedVersion)
- Funders
- Grant-in-aid, Temple University
- Topics
- Social Sciences › Sociology and Political Science › Diverse Aspects of Tourism Research
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Sociology and Political Science › Digital Marketing and Social Media
- Keywords
- hotel location, guest satisfaction, urban hotels, online reviews, public transport, green spaces, airport accessibility, free parking, airport shuttle services, tourist attractions, Los Angeles hotels
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Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
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