In the digital tourism marketplace, online reviews have become a decisive source of information for travelers who cannot directly assess the quality of hospitality services before purchase. However, it remains unclear how service-related and sustainability-related cues interact to shape guest perceptions in sustainable hotel contexts. This study investigates how intrinsic and extrinsic cues are reflected in online user reviews of sustainable hotels. Drawing on Cue Utilization Theory, a longitudinal content analysis was conducted on a worldwide online travel platform’s (OTP) reviews of hotels certified for their sustainability practices (2004–2024) by user selection. A coding framework was developed deductively based on prior studies on hotel service quality and sustainability practices, and data were analyzed using MAXQDA, Leximancer, and VADER sentiment analysis. Findings indicated that reviews primarily emphasize service quality attributes—particularly staff efficiency, food quality, and accommodation facilities—while sustainability themes appear less frequently, often in nature-related contexts. Sentiment analysis revealed a predominantly positive emotional tone shaped by service quality experiences. Overall, intrinsic cues play a central role in forming guest perceptions, highlighting the need for emotionally engaging sustainability communication strategies.
Çetinkaya et al. (Wed,) studied this question.