Guest Satisfaction Analysis Based on Online Booking Review of “Whiz Prime Hotel Megamas Manado”

Abstract

The development of digital technology has brought significant changes to consumer behavior in The development of digital technology has significantly influenced consumer behavior in selecting accommodation services. Online reviews on booking platforms have become a primary reference for prospective guests before deciding where to stay. Whiz Prime Hotel Megamas Manado, located in the city center of Manado, is also affected by this trend. This study aims to examine the relationship between online reviews and guest satisfaction with the quality of hotel services. A descriptive qualitative method was employed, with data collected through documentation and content analysis of guest reviews on platforms such as Traveloka and Google Review. The analysis focused on indicators including facilities, cleanliness, comfort, staff friendliness, and the ease of check-in and check-out processes. The findings reveal that most reviews are positive, particularly regarding the strategic location, room cleanliness, and staff hospitality. However, complaints were identified concerning limited in-room facilities and slow service at certain times. The study concludes that online reviews serve as an important benchmark for measuring guest satisfaction, encouraging hotel management to maintain strengths while addressing weaknesses to enhance service quality and online reputation.