Customer reviews of accommodation as an important factor in choosing and booking accommodation : analysis of conditions in V4 countries

Customer reviews represent an important aspect when choosing accommodation from the customer's point of view. The customer assumes that if the facility has a higher number of positive reviews from other customers, his experience with the services of the selected accommodation will be similar. This paper focuses on the importance of customer reviews of accommodation facilities in the context of V4 countries (Czech Republic, Hungary, Poland and Slovakia). The aim of the paper was to analytically evaluate customer reviews of accommodation facilities in V4 countries as an important factor in the selection and reservation of accommodation services, such as gastronomic services, accommodation and additional services. We focused primarily on examining the differences in customer evaluations of accommodation facilities in these V4 countries. The findings highlight the importance of positive and negative reviews in influencing guest satisfaction and loyalty. At the end of the paper, we offer recommendations for accommodation facilities that are focused on positive as well as negative reviews.