Examining the Comments on Entertainment Services Provided within the Scope of Accommodation Businesses

Özet

Purpose – Accommodation businesses, one of the most important elements of the tourism sector, have increased their service diversity in recent years and offer services in areas such as hospitality, catering and entertainment. In line with the increasing demands in entertainment services, animation, night shows, concept parties and special recreational activities for various age groups are provided. However, there are limited studies on the return of customers who receive entertainment services. In this context, it is aimed to reach scientific findings on the subject by evaluating the comments about the entertainment services provided in accommodation establishments. Design/methodology/approach – In this context, the comments made on the TripAdvisor site of people who have received service in 5-star accommodation establishments in Antalya's Lara Region have been evaluated. Between May and July of 2023, customer complaints regarding entertainment services were examined. It consists of a total of 609 comments in 29 hotels in the Lara region of Antalya. Content analysis was applied to the comments for the specified entertainment services. NVivo 10 package program was used to analyze the comments obtained in this research. Findings – It was concluded that complaints such as noise, excessive insistence and limitation in entertainment activities came to the fore. In addition, it is observed that the responsible individuals in the accommodation establishments generally pass the situation by giving standard answers instead of resolving customer complaints. In light of the research findings, a total of seven thematic categories were identified: Animation (Land Sport, Kids Club), Contact with Tourist, Musical Activities, Night and Concept Show, Aquapark Facilities, Social Activities, and Entertainment Staff. Discussion – It is seen that the tourists who make comments through the TripAdvisor site for entertainment services generally provide positive feedback. However, as a result of planned and unscheduled management approaches, it was concluded that problems such as noise, prolonged waiting hours, rudeness and insufficient entertainment opportunities were also shared. Evaluations were made on the results of the relevant literature and the results of this research. At the study's end, the relevant stakeholders and scientists are given suggestions.