Online review research finds noise is biggest hotel complaint

Noise is the most common complaint by consumers staying in hotels in all but one out of 20 cities worldwide.

Analysis by online reputation specialist ReviewPro of online guest reviews for 5,683 hotels found that noise gained more negative mentions than other complaints in all but one city (Cape Town).

Hotel lifts were the second-largest source of complaints, followed by negative mentions about “smells” and negative references to air conditioning and heating systems.

For positive mentions, “modern” is featured in the top five for all 20 cities, closely followed by “location” (17) and “speed of service” (13).

Consumers praise hotel service three times as often as they praise hotel views, the analysis shows.

The findings come from analysis of 2,532,461 consumer reviews published for 5,683 hotels in Athens, Bangkok, Barcelona, Berlin, Brussels, Cape Town, Dublin, Istanbul, London, Lyon, Madrid, Melbourne, Mexico City, Milan, Moscow, New Delhi, Paris, Rome, St Petersburg and Sydney.

The research also identified the cities with the best-rated hotels on average according to the company’s Global Review Index online reputation score, which calculates the average score received by a hotel or a chain in any given period of time.

Taking into account reviews from the last year, Cape Town tops the rankings with a GRI average of 86%. Also featured at the top are Melbourne, St Petersburg and Sydney.

London, Rome, New Delhi, Brussels and Paris are in the bottom of the classification.

The city with the highest number of reviews per hotel among the 20 destinations analysed is Sydney, with 838 guest reviews by property, while New Delhi has the lowest ratio with only 125 reviews per hotel.

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