Investigation of Online Complaints Against Hotel Businesses in the Timeshare System

Abstract

Many tourists around the world become members of the timeshare holiday system in order to have a holiday in different countries. The system provides the opportunity to have a holiday in many destinations within the same country and in different countries. While the timeshare holiday system provides these opportunities to the tourists, many problems brought by the system also cause problems for the tourists. Tourists voice their complaints on online complaint sites. The purpose of this research is to examine the online complaints of tourists about hotel businesses registered in the timeshare holiday system. In Turkey, 3112 complaints on the website of Şikayetvar.com against 44 hotel businesses affiliated with one of the timeshare companies were analyzed by content analysis method under 6 themes and 24 sub-themes. The most common complaints of tourists are Legal Regulations, Marketing Activities and Hotel Staff. "Non-Compliance with the Contract" in the theme of Legal Regulations, "Deception during Sales" in the theme of Marketing Activities, "Bad Attitude and Behavior" in the theme of Hotel Staff, "Incompleteness of the Hotel" in the theme of Physical Infrastructure and Superstructure, "Inadequacy in the Menu" in the theme of Restaurant and "Dirty Rooms" in the theme of Housekeeping are the subjects of sub-themes with the highest number of complaints.