Examining Visitors’ Comments and Complaints Against Hotel Businesses: The Example of the World’s First Robotic Hotel “Henn na Hotel”
Journal Title: UNKNOWN - Year 2021, Vol 1, Issue 2
Abstract
With the development of technology, the development of robot and robotic technologies has begun to be used in the tourism industry as well as in all industries. In light of these developments, the study chose the Henn-na hotel as a typical case sample and analyzed 328 visitor reviews about the hotel on Tripadvisor and Booking. As a result of these analyzes, three themes (robots and robotics performance, visitor emotions and experiences, and price performance) were determined by using thematic analysis method and making use of the literature. It aims to contribute to the discussions about the visitor comments and complaints about the use of robot and robotic technologies in the tourism industry and the use of these technologies in tourism. When the comments and complaints about the performance of robots and robotics are analyzed in line with the results of the case study, it has not been clarified yet whether robots and robotics provide a complete replacement for the human-labor factor. Analysis of the emotions and experiences of visitors stated that robots and robotics were met with fun, strange and interesting, but at the same time, visitors were disappointed with the performance of robots and robotics, and robots and robotics provided services below their expectations. As a result of the analyzes made on the price performance of the Henn-na robot hotel, it was not clear whether the hotel prices were appropriate or not. Because the visitors have come up with two different poles in the performance of robots and robotics, and no definite conclusion can be reached regarding the price performance of the hotel
Authors and Affiliations
Emin Can DURNA, Hümeyra TAŞÇIOĞLU BAYSAL
Keywords
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