There is a growing interest in research related to Airbnb, and one theme that has stood out is the analysis of the consumer experience. This study aimed to analyse the feelings expressed in the online evaluation of users on the Airbnb platform in Fortaleza, capital of Ceará, Brazil. The methodology was developed through quali-quantitative research, a documentary research procedure, and data collection regarding the accommodation offers available on the platform. A total of 2353 reviews in 2019 and 2020 related to 506 accommodation offers were analysed through manual coding with the aid of NVivo software. The results evidenced the positivity of the evaluations, and that positive comments presented fewer characters while negative evaluations presented more details. It was identified that there were differences in the percentages of positive and negative evaluations when differentiated by other factors such as gender of the user (women evaluated more positively and intensely), type of host (superhost evaluations were more positive), type of offer (for entire places, the positive polarity was lower than the private room and shared room types), and location (the positive polarity was higher in residential neighbourhoods than in tourist neighbourhoods). Methodologically, this study contributes by illustrating how a set of evaluations can be analysed and interpreted in studies on the accommodation service.

Purpose – This study analyzes the experiences of Airbnb users in the city of Fortaleza, Ceará, Brazil, through the reviews published on the platform, evealing the relevant issues experienced by users during their stays and the polarity associated with these issues. Design – Collection of 2,338 Airbnb website reviews from users who visited Fortaleza between January 2019 and October 2020, associated with 503 listings. Methodology/Approach – Data was collected between October 24 and October 28, 2020, using Parse Hub and Tableau Public for data extraction and validation, respectively. Content analysis was performed to examine the data, and NVivo was used to support the categorization and coding steps. Findings – The main analysis categories in the online reviews of Airbnb users in Fortaleza were “location”, “physical environment”, “interaction and communication with the host”, “hospitable, friendly host”, “cleanliness and organization”, “near other facilities”, “home appliances” and “view”. In turn, the least referenced categories were “experiencing the local culture”, “interaction with other guests” and “living like a place”. The analysis suggests a positivity bias in comments while negative sentiments are caused mainly by “physical environment” and “home appliances”. Originality of the research – This study identifies the themes pointed out by guests when using Airbnb, that influence the user experience.

Investing in quality information contributes to the relationship between demand and suply. In this sense, this paper’s objective is to analyze the quality of the information generated by the social media (Instagram) of the Acolhida na Colônia association, based on the categories and dimensions proposed by Huang et al., (1999). To identify the relevance of each attribute in the consumers’ perception, categories and dimensions for quality information were analyzed based on the user’s vision and semantic criteria. The main results revealed the difference in the quality of Instagram from the families who participated in the training. The quality of images and content of property’s posts has also fed the Association’s institutional Instagram. However, there is a need to expand the amount of information and constant updating.

A criação da internet ao final de 1990 transformou o setor turístico, colocando-o como um dos setores essenciais do comércio eletrônico. Este estudo objetiva verificar a influência da internet na tomada de decisão do consumidor no planejamento da viagem, especificamente quanto a escolha e contratação dos meios de hospedagem. Para a construção desta pesquisa foi realizado levantamento bibliográfico sobre comércio eletrônico, turismo e comportamento do consumidor. Esta pesquisa se utilizou de coletada de dados por meio do método Survey Online, que foram respondidos por 366 internautas, concentrados no Estado do Ceará, um dos maiores mercados online do Nordeste, particularmente na sua capital, Fortaleza. Para analisar os dados foi utilizada a técnica de estatística descritiva. Os resultados apontam a importância do meio virtual, bem como a praticidade que o smartphone oferece para a realização dos serviços turísticos, contrapondo, até mesmo, o fator financeiro em termos de disposição do usuário quanto a sua utilização. A contribuição destes resultados para o setor de hospedagens se faz por meio da reiteração da importância do comércio eletrônico na relação de consumo, oferecendo experiências de acordo com o perfil, e principalmente em uma versão adaptativa (responsiva) para smartphones