Other attributes of specific interest to the reviewers that were important include rooms, their comfort, and the value of their overall experience. Rooms serve the most important aspect in hotel hospitality management, as they are the centre of a customer’s definition of complaints or compliments. The concept of value of a hotel and the perceived value are also important attributes in the evaluation of customer satisfaction or dissatisfaction whilst assessing them in online reviews (Foroza, Zahed, & Gilani, 2013). Certain studies incorporate the attribute of ‘comfort’, as a subset dependent of the attribute ‘rooms’, as comfort for the tourist lies in the bedding, pillows and other amenities that are offered by a hotel to the customer in his or her appointed room (Dolnicar & Otter, 2003). It is infact, the comfort of the bed that is of major importance to tourist (Dolnicar & Otter, 2003), thus certifying that comfort is essential for the tourist to deliver positive comments regarding his or her stay in a particular hotel.
Similarly, other services provided are important primarily due to the fact that customers want good value of the money they are willing to spend on all the attributes that the hotel has boasted, or is famous about. Heung (2000), explores how the economic crises did not affect hotels in the mainland China, solely because of the fact that the customers of their hotel were satisfied with the product delivery, as well as the services that the hotel provided. Hotel values are an attribute which may tend to affect the decision of both tourists traveling for leisure, and businessmen traveling for the cause of work. The positive reviews depend on the degree of hospitality offered, which in turn affects the value of a hotel (Chu & Choi, 2000).
Other attributes that add to reviews include hotel staff hospitality and other services they promote such as festivals, spas etcetera, as divulged by the behaviour of tourists in their compliments. Cumulatively however, all these attributes serve in the betterment of a hotel’s image, resulting in positive comments and compliments from the reviewers.