Evolución de las valoraciones de los hoteles españoles de costa (2011-2014)

Palabras clave: hoteles, opiniones, puntuaciones, booking


Las opiniones sobre hoteles de viajeros, contenidas en Booking.com, proporcionan una importante información tanto para los propios viajeros, como para los hoteleros e investigadores del sector. Desarrollamos un estudio, basándonos en su base de datos, utilizando más de 1.000 hoteles del denominado “turismo de sol y playa” español, que recogen en torno a 200.000 opiniones. Establecemos una diferenciación por provincia y realizamos dos tomas de datos, distanciadas en más de dos años, durante el periodo 2011?2014. Usando las puntuaciones medias de los hoteles, llegamos a varias conclusiones en cuanto a las diferencias existentes por provincias y a la evolución de las valoraciones de los hoteles a lo largo de la actual crisis económica.


Andalucía Lab 2014. “Big Data en turismo: primera aproximación a la reputación online en destinos”. Disponible en: http://www.bigdata.andalab.org (Consultado el 30/12/2014)

Bjørkelund, E., Burnett, T. H., y Nørvåg, K. 2012. “A study of opinion mining and visualization of hotel reviews”. In Proceedings of the 14th InternationalConference on Information Integration and Web-based Applications & Services (pp. 229-238). ACM.

Blackshaw, P., y Nazzaro, M. 2006. “Consumer-generated media (CGM) 101: Word-of-mouth in the age of the web-fortified consumer”. A Nielsen BuzzMetrics White Paper, Second Edition, Spring. http://www.nielsen-online.com/downloads/ us/buzz/nbzm_wp_CGM101.pdf (Consultado el 30/07/2014)

Booking 2014. “Presentación”. Disponible en: http://www.booking.com/content/about.es.html?dcid=1&sid=77e8 71c518c93e916c612e3441e9864d (Consultado el 30/07/2014)

Bronner, F., & de Hoog, R. 2011. “Vacationers and eWOM: Who Posts, and Why, Where, and What?”. Journal of Travel Research, 50(1), 15–26.

Buhalis, D., & Law, R. 2008. “Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research”. Tourism Management, 29(4), 609–623.

Catterall, M., y Maclaran, P. 2002. “Researching consumers in virtual worlds: A cyberspace odyssey”. Journal of Consumer Behaviour, 1(3), 228–237.

Chen, Y., y Xie, J. 2008. “Online consumer review: Word-of-mouth as a new element of marketing communication mix”. Management Science, 54(3), 477-491.

Chevalier, J. A., y Mayzlin, D. 2003. “The effect of word of mouth on sales: Online book reviews”. Journal of Marketing Research, 43(3), 345-354.

Constable, N. 2003. Romance on a global stage: Pen pals, virtual ethnography, and” mail order” marriages”. Univ of California Press.

Costantino, G., Martinelli, F., y Petrocchi, M. 2012. “Priorities-based review computation”. In AAAI Spring Symposium, 2012 1st Workshop on Intelligent Web Services Meet Social Computing (Vol. 12, p. 04).

De Albornoz, J. C., Plaza, L., Gervás, P., y Díaz, A. 2011. “A joint model of feature mining and sentiment analysis for product review rating”. In Advances in information retrieval (pp. 55-66). Springer Berlin Heidelberg.

Del Chiappa, G. & Dall’Aglio, S. 2012. “Factors influencing travellers’ e-ratings and e-complaints about hotel services: Insights from an Italian tourism destination”. In M. Fuchs, F. Ricci and L. Cantoni (Eds), Information and Commu­nication Technologies in Tourism 2012, 448-459. Vienna, Austria: Springer.

Dellarocas, C. 2003. “The digitization of word of mouth: Promise and challenges of online feedback mechanisms”. Management Science, 49(10) 1407–1424.

Dickinger, A., & Mazanec, J. 2008. “Consumers’ preferred criteria for hotel online booking”. In P. O’Connor, W. Höpken and U. Gretzel (Eds), Information and Communication Technologies in Tourism 2008, 244–254. Vienna, Austria: Springer

Duan, W., Gu, B., y Whinston, A. B. 2008. “The dynamics of online word-of-mouth and product sales--An empirical investigation of the movie industry”. Journal of Retailing, 84(2), 233-242.

Filieri, R., y McLeay, F. 2014. “E-WOM and Accommodation An Analysis of the Factors That Influence Travelers’ Adoption of Information from Online Reviews”. Journal of Travel Research, 53(1), 44-57

Goldenberg, J., Libai, B., y Muller, E. 2001. “Talk of the network: A complex systems look at the underlying process of word-of-mouth”. Marketing letters, 12(3), 211-223.

Gretzel, U., y Yoo, K. H. 2008. “Use and Impact of Online Travel Reviews”. In P. O’Connor, W. Höpken & U. Gretzel (Eds.), Information and Communication Technologies in Tourism 2008 (pp. 35-46). Vienna: Springer.

Grinshpoun, T., Gal-Oz, N., Meisels, A., y Gudes, E. 2009. “CCR: A model for sharing reputation knowledge across virtual communities”. In Proceedings of the 2009 IEEE/WIC/ACM International Joint Conference on Web Intelligence and Intelligent Agent Technology-Volume 01 (pp. 34-41). IEEE Computer Society.

Gruen, T. W., Osmonbekov, T., y Czaplewski, A. J. 2006. “eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty”. Journal of Business research, 59(4), 449-456.

Hine, C. 2000. Virtual ethnography. London: Sage Publications Ltd.

Jiménez, S., y Prats, L. 2006. “El turismo en Cataluña: evolución histórica y retos de futuro”. PASOS. Revista de Turismo y de Patrimonio Cultural, 4(2).

Korfiatis, N., y Poulos, M. 2013. “Using online consumer reviews as a source for demographic recommendations: A case study using online travel reviews”. Expert Systems with Applications, 40(14), 5507-5515.

Kozinets, R. V. 2002. “The field behind the screen: using netnography for marketing research in online communities”. Journal of marketing research, 39(1), 61-72.

Lewis, D., y Bridger, D. 2001. “The soul of the new consumer: Authenticity-what we buy and why in the new economy”. London: Nicholas Brealey Publishing.

Mann, C., y Stewart, F. 2000. Internet communication and qualitative research: A handbook for researching online. London: Sage Publications Ltd.

Mellinas, J. P., Martínez María-Dolores, S. M., y Bernal García, J. J. 2012. “Hotel reviews databases. The case of spanish coastal hotels”, 4º EMUNI Research Souk The Euro-Mediterranean Student Research Multi-conference.

Mellinas, J. P., Martínez María-Dolores, S. M., y Bernal García, J. J. 2015. “Booking. com: The unexpected scoring system”. Tourism Management, 49, 72-74.

Neuhofer, B., Buhalis, D., Ladkin, A. 2013. “A Typology of Technology-Enhanced Tourism” Experiences”. International Journal of Tourism Research, 16(4), 340-350.

Melnik, M. I., y Alm, J. 2002. “Does a seller’s ecommerce reputation matter? evidence from ebay auctions”. The journal of industrial economics, 50(3), 337-349.

Pan, B., MacLaurin, T., y Crotts, J. C. 2007. “Travel blogs and the implications for destination marketing”. Journal of Travel Research, 46(1), 35-45.

Puri, A. 2007. “The web of insights-The art and practice of webnography”. International journal of market research, 49(3), 387-408.

Puri, A. 2009. “Webnography: Its evolution and implications for market research”. International Journal of Market Research, 51(2), 273-275.

Resnick, P., & Zeckhauser, R. 2002. “Trust among strangers in Internet transactions: Empirical analysis of eBay’s reputation system”. Advances in Applied Microeconomics, 11, 127–157.

Ricci, F., y Wietsma, R. T. A. 2006. “Product Reviews in Travel Decision Making”. In M. Hitz, M. Sigala & J. Murphy (Eds.), Information and Communication Technologies in Tourism 2006 (pp. 296-307). Vienna: Springer.

Segaran, T. 2007. Programming collective intelligence: building smart web 2.0 applications. O’Reilly Media.

Stokes, D., y Lomax, W. 2002. “Taking control of word of mouth marketing: the case of an entrepreneurial hotelier”. Journal of small business and enterprise development, 9(4), 349-357.

Surowiecki, J. 2004. The wisdom of crowds: why the many are smarter than the few and how collective wisdom shapes business, economies, societies, and nations. London: Little, Brown.

UNWTO 2014. UNWTO World Tourism Barometer. Disponible en: http://www.siimt.com/work/models/siimt/Resource/c9a74953-565e-4413-9c83-c542201549ba/PDF_Rankin­gOMT2014Jun.pdf (Consultado el 30/12/2014)

Vermeulen, I. E., y Seegers, D. 2009. “Tried and tested: The impact of online hotel reviews on consumer consideration”. Tourism Management, 30(1), 123-127.

Williams, M. 2007. “Avatar watching: participant observation in graphical online environments”. Qualitative Research, 7(1), 5-24.

Yacouel, N., y Fleischer, A. 2012. “The role of cybermediaries in reputation building and price premiums in the online hotel market”. Journal of Travel Research, 51(2), 219-226.

Zhu, F., y Zhang, X. 2010. “Impact of online consumer reviews on sales: The moderating role of product and consumer characteristics”. Journal of Marketing, 74(2), 133-148.

Cómo citar
MELLINAS, J., MARTÍNEZ MARÍA-DOLORES, S., & BERNAL GARCÍA, J. (2015). Evolución de las valoraciones de los hoteles españoles de costa (2011-2014). PASOS Revista De Turismo Y Patrimonio Cultural, 14(1), 141-151. https://doi.org/10.25145/j.pasos.2016.14.009