Service quality in airport hotel chains through the lens of online reviewers

Airport hotel chains target the specific and important segment of accommodation near airports, thus benefiting from travelers seeking to stay near an airport. This study addresses service quality by analyzing TripAdvisor online reviews over units from both a high-end and a low-end chain in five European cities (Amsterdam, Brussels, Frankfurt, London, Paris). Using text mining and topic modeling, ten heat matrices were drawn (one per unit) to summarize the main services characterizing the computed topics. Seven hypotheses grounded on existing literature were tested, from which some interesting findings emerged (e.g., related to transfer services, staff, food and beverage, cleanliness, and punctuality). This study contributes to the standardization versus adaptation debate by unveiling a globalized strategy in staff management and breakfast services, while bar services adopt a localized strategy. Transportation services, while not offered by the hotels, are frequently mentioned, which signals hoteliers to interact with local authorities to improve accessibilities. •Service quality in airport hotels in five major European cities is assessed.•Two chains (high-end versus low-end) present on the five cities are considered.•Scores granted on service in TripAdvisor as well as the review comments are analyzed.•Heterogeneity in staff was perceived from the guests' perspective for the same chain.•The concern about prices is present independently of the chain.