An analysis by ReviewPro of online guest reviews for 5,683 hotels in 20 key tourist destinations reveals that noise is the No. 1 most common complaint by consumers in all but one city. In addition to analyzing reviews for common complaints, ReviewPro – the leading provider of online reputation and social media analytics for the hotel industry – also crunched its data to discover the cities with the best overall reputation based on direct feedback from consumers on more than 100 review sites such as TripAdvisor, Booking.com, Jalan and HolidayCheck.
Except for Cape Town in South Africa, noise is among the five worst rated concepts in the remaining 19 cities – garnering more negative mentions than other complaints. Hotel “elevators” were the second-largest source of complaints, followed by negative mentions about “smells”. Negative references to air conditioning and heating systems are also worth noting, since they were highlighted in twice as many reviews as Internet issues.
ReviewPro based its findings on an analysis of 2,532,461 consumer reviews published during the prior 12 months for 5,683 hotels in the following cities: Athens, Bangkok, Barcelona, Berlin, Brussels, Cape Town, Dublin, Istanbul, London, Lyon, Madrid, Melbourne, Mexico City, Milan, Moscow, New Delhi, Paris, Rome, Saint Petersburg and Sydney.
Thanks to ReviewPro’s sentiment analysis technology, the company discovered not only the most recurring concepts in online guest reviews but also the nature of those references – positive or negative.
Among the best-rated concepts, “modern” is featured in the Top 5 for all 20 cities, closely followed by “location” (17) and “speed of service” (13). Consumers praise hotel service three times as often as they praise hotel views, the analysis shows.
Cities with the top-rated hotels on the Internet
The research by ReviewPro also identified the cities with the best‐rated hotels on average according to the Global Review Index™ (GRI), the company’s online reputation score, which calculates the average score received by a hotel or a chain in any given period of time.
Taken into account reviews from the last year, Cape Town tops the rankings with a GRI average of 86%. The rest of the Top 5 are Melbourne, Saint Petersburg, Sydney and, and the bottom of the classification includes London, Rome, New Delhi, Brussels and Paris
The city with the highest number of reviews per hotels among the 20 destinations analyzed by ReviewPro is Sydney, with 838 guest reviews by property, while New Delhi has the lowest ratio with only 125 reviews per hotel.
Average Global Review Index™ for 20 global destinations
| City Cape Town | GRI 86% |
| Melbourne | 84.4% |
| Saint Petersburg | 82.9% |
| Sydney | 82.2% |
| Dublin | 81.6% |
| Athens | 81.3% |
| Barcelona | 81% |
| Berlin | 80.7% |
| Madrid | 80.7% |
| Mexico City | 80.1% |
| Istanbul | 79.6% |
| Moscow | 78.9% |
| Lyon | 78.6% |
| Bangkok | 78.4% |
| Milan | 77.8% |
| London | 77.6% |
| Rome | 77.6% |
| New Delhi | 77.3% |
| Brussels | 77.2% |
| Paris | 77.2% |
About ReviewPro
ReviewPro enables hoteliers to increase guest satisfaction and online revenue by more effectively managing their online reputation and presence in leading social media sites. The company provides the analysis, customer intelligence, competitive benchmarking and reporting needed to help hotel professionals more effectively manage their organization. ReviewPro aggregates hundreds of millions of social media mentions, in 45+ languages, from hundreds of the most relevant Online Travel Agencies (OTAs), review websites and social media platforms.
