Examining the negative relationship between length of stay at a hotel and customer satisfaction: evidence from online customer reviews

Abstract

Purpose Studies that investigate the length of stay as a predictor of consumer post-purchase behavior are rare despite its importance in efficient hotel management. By analyzing online customer reviews, this study aims to fill this gap in the extant literature on the relationship between length of stay and customer satisfaction level. Design/methodology/approach The authors collected and used online review data on hotels in London for this study. A series of linear regression analyses were conducted to examine the effect of length of stay on customer satisfaction as measured by review ratings. The authors used the Mahalanobis matching approach to confirm the empirical findings. Findings This analysis shows that length of stay is negatively associated with customer satisfaction. Additionally, the authors find that this negative relationship is stronger in high-end hotels than in low-end hotels. Research limitations/implications The research findings contribute to the literature by shedding light on a new stream of research, namely, length of stay. Additionally, the research findings offer novel insights that could help hotel managers understand the trade-off between longer stays and customer satisfaction. Originality/value To the best of the authors’ knowledge, this is one of the first few studies to show the systematic impact of length of stay on the valence of online review ratings, as well as the moderating effect of hotel levels by analyzing customer online reviews on hotel experiences.

Sustainability Practices and Brand Identity in City Hotels: The Moderating Impact of Guests’ Length of Stay

“…The literature suggests that length of stay (LOS) can moderate various aspects of guest experiences in the hospitality sector. Ben-Haobin et al (2021) found that LOS negatively moderates the link between customer mindfulness and brand experience, while Kim and Han (2023) observed a similar effect on customer satisfaction in London hotels. Inspired by these findings, we propose that LOS may also moderate the relationship between HSPs and brand identity.…”

“…However, Ben-Haobin et al (2021) found a negative moderating influence of LOS on guest brand experience in 3 to 5-star hotels in Guangding Province, China. Similarly, Kim and Han (2023) noted negative direct effects of LOS on customer satisfaction in London high-end hotels suggesting that brand experience may decline as other factors become more pronounced.…”

“…Demographic details like age, education, and occupation were collected categorically. Length of stay was recorded as a continuous variable representing nights spent at the hotel (Kim & Han, 2023).…”

Exploring Restaurant Patronage Behaviour in Pakistan: The Influence of Satiation, Alternative Attractiveness, and Word of Mouth with Place Attachment as a Moderator

“…Additionally, a restaurant's menu choices can impact satiation by introducing new and exciting options, which can quickly become bored with the limited selection, resulting in a decline in interest and ultimately a satiation (Becerril-Castrillejo & Muñoz-Gallego, 2022). Satiation in the restaurant industry can have a significant impact on customers' switching intentions (Kim & Han, 2023). Customers who repeatedly dine at the same restaurant may lose enjoyment due to satiation and seek new dining options as novelty and excitement wear off, rekindling their enthusiasm (Yan et al, 2019).…”