Predicting hotel guest satisfaction using TripAdvisor ratings and the PLS-SEM method

This paper studies hotel guest satisfaction based exclusively on ratings and metrics published on TripAdvisor. The objective is to develop a predictive and causal model that explains such satisfaction based on hotel attributes, room rate, and perceived quality. A sample of 118 hotels with three or more stars and the PLS-SEM methodology are used to achieve this aim. The results show that perceived quality is the main determinant of guest satisfaction. It is found that hotel attributes directly influence room rate, which, in turn, impacts perceived quality. However, neither hotel attributes nor room rate directly affect satisfaction. The proposed model demonstrates high explanatory and predictive power, validating the use of TripAdvisor ratings as a reliable and scientifically consistent source. This study is innovative and contributes to a better understanding and promotion of guest satisfaction. The results have practical implications for hotel management, policy design, consumer decision-making, and the improvement of digital platforms, which help promote the tourism economic sustainability.