Second Annual Rants and Raves: Over One Million Online Sentiments Show Travelers’ Top Complaints and Praises

Like it or not, travelers love voicing their feedback online. For the second year in a row, we have taken a look at a sample of over one million online sentiments, spanning user generated content (UGC) from 250+ websites across dozens of countries and languages to find out travelers' top complaints and praises.

As we found last year, more often than not, it is one in the same: service, food and cleanliness (or lack thereof) made appearances on both the top 5 complaints and compliments. The good news for hotels is that the number of positive comments outnumbers the negative by a landslide. However, service appeared on the top rant list in two places: unprofessional/incompetent service (number one spot), unfriendly service (seventh place). A dirty room also continues to be a deal breaker (no surprise there!), ranking as the #3 rant, up 3 spots from last year.

Here’s a look at the top 20 traveler rants and raves from reviews written across 250+ websites worldwide:

Rants

Rank

Complaint

Mentions

% Change from Last Year

1

Unprofessional, Incompetent Service

9460

-20%

2

Expensive/Overpriced

7906

-6%

3

Dirty Room

7599

40%

4

Bad Food/Restaurant

6268

5%

5

Bad Breakfast

5488

-33%

6

Small Room

4857

-44%

7

Unfriendly Service

4292

-16%

8

Bad Bed

4287

11%

9

Bad Bathroom

4100

-11%

10

Noisy Room

3697

-10%

11

Hard To Find, Isolated Location

2743

-11%

12

Old Room

2559

-9%

13

Bad Location

2559

-1%

14

Dirty Bathroom

2523

5%

15

Bad Internet

2085

-30%

16

Noisy Hotel & Surrounding Area

2064

New to the top 20

17

Small Bathroom

1534

-58%

18

Bad Parking

1346

-38%

19

Expensive, Overpriced Breakfast

1332

-44%

20

Expensive, Overpriced Internet

1141

New to the top 20

Raves

Rank

Praise

Mentions

% Change from Last Year

1

Great Service (friendly, professional, efficient)

103350

0%

2

Great, Well Situated Location

69911

-29%

3

Good Room

53333

33%

4

Good Food/Restaurant

45623

6%

5

Clean Room/Hotel

30903

12%

6

Great, Tasty Breakfast

29782

-28%

7

Large Room

22872

-4%

8

Good, Affordable Price

21351

-8%

9

Good Bed

18109

59%

10

Good Bathroom

17542

148%

11

Good Pool

12411

52%

12

Nice View

10992

20%

13

New Hotel

6123

32%

14

Convenient, Available Parking

6044

-13%

15

New Room

4461

-27%

16

Quiet Room

3248

-31%

17

Affordable, Inexpensive, Free Internet

3130

-47%

18

Efficient Reception

1717

-57%

19

Good Sauna/Wellness

1696

-66%

20

Good Internet (connection/availability)

1652

New to the top 20

Key Takeaways and What To Watch For:

Raves Continue To Outnumber The Rants

There are nearly six times more positive comments than negative. These findings are consistent with last year, and across all reviews, we find this to be true. About 81% of the reviews we analyze are positive.

Cleanliness (Or Lack Of) 

Moving up the ranks on both the rants and the raves list: room cleanliness (or lack of). There has been a 30% increase in complaints of dirty rooms and a 12% increase in guests praising a clean room. Is cleanliness becoming more important for travelers? (we have a hard time believing that it wasn’t ultra-important a year ago). Are more hotels truly missing the mark in the cleanliness department? We’ll continue to track this.

Internet Becoming More Top Of Mind

While mentions of Internet (free vs. charging for it, good connection vs. poor) do not break in to the top 10 rants or raves, travelers do seem to be more aware of a hotel’s connectivity and internet price. New to the top 20 list of rants this year are 1,000+ complaints of expensive, overpriced Internet. On the list of raves, mentions of affordable/free Internet have dropped by 47%. TrustYou’s recent US Quarterly Destination Report confirms this dissatisfaction, with Internet scores across the US dropping 2.6%.

Despite this dip in satisfaction with the price of hotel WiFi, travelers are taking note when visiting a hotel with great Internet connection. It is a new addition to the top 20 list of raves.

Travelers Take Note…Of The Bathroom?

With a 148% increase in traveler praises, the bathroom has moved up two spots in the rankings; a hot topic this year. Are hotels investing more into the facilities? Let’s see if this trend remains.

Laura Badiu

Laura is a passionate bookworm and a gifted writer. Since joining TrustYou’s marketing team, she has embraced topics in the travel and hospitality sector with enthusiasm. Using her degree in Journalism, Laura creatively weaves words into insightful stories with a focus on reputation management.

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