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Online Reputation of Porto Hotel Supply, Northern Region of Portugal
Abstract
Recent advances in ICT has led to changes in the tourism sector, mainly in information dissemination and online reputation. Information no longer flows from suppliers to tourists, being the tourist, simultaneously an information consumer and an information creator or generator based on his tourism experience. Through networks, searches, and metasearch engines tourists can review and rate products and services and can access other users' information. They can access online content before, during, and after the trip. This information serves as a reference to choose the next destination to travel to, being much more influential than that generated by the tourism provider or the destination management office. As a case study, this chapter analyses online reputation of the hotel offer in the city of Porto (Portugal), the second most important city in the country, using information from Booking.com. Known as one of the most well-known search engines worldwide, Booking.com allows the guests to assess the hotel units they have stayed in, using seven different items, from staff to free Wi-Fi.
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