Çeşme’de Bulunan Küçük Ölçekli Konaklama Tesisleri; Covid-19 Süreci ve E-Şikayetlerin İncelenmesi
Small-Scale Accommodation Facilities in Çeşme; Covid-19 Process and the Investigation of E-Complaints

Summary/Abstract: Many touristic facilities have already begun to make their own marketing on the internet.Together with the Covid-19 process experienced, it is thought that purchases have increased. In fact, it is considered that individual holidays attract more attention. In this regard, with the aim of revealing the complaints received over the internet, the complaints received by the small-scale accommodation facilities in Çeşme on the website called TripAdvisor between 01.01.2020 and01.10.2020 were examined in this study. The complaints received by the facilities were categorizedand analyzed by using content analysis. Most commonly expressed complaints were; thecleanliness of the rooms and public areas; the fact that the bathrooms were old, small and useless;that the items in the rooms were of poor quality and worn; and that the variety of products used in food and beverage areas was low. In this context, among the suggestions that could be made to the managers of the facilities according to the results of the research was the necessity to pay attention to the cleanliness of the general areas and rooms within the facilities as much as possible.In addition to this, another suggestion was that the replacement of useless materials with smalltouches.

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