Analysis of E-Complaints Regarding Food and Beverage Departments of Boutique Hotels: Akyaka Cittaslow Example

Abstract

The aim of this study is to examine the e-complaints against the food and beverage department of the boutique hotel enterprises operating in Akyaka, a slow city center in the Ula district of Muğla. The 254 complaints shared against boutique hotels on the Tripadvisor site were subjected to content analysis and the outstanding complaints were evaluated using content and descriptive analysis method. It is one of the main results of the research that the consumers who share their complaints attribute more "bad" value to "average" and "very bad" to hotels. In addition, it has been determined that the services subject to complaints are breakfast quality, price dissatisfaction, food quality, service personnel dissatisfaction and restaurant cleaning. Within the framework of the findings, the deficiencies of the food and beverage department and the deficiencies of the food and beverage department in boutique hotels located in slow city centers were determined, and the things to be done to increase the quality were revealed.