Last AND least: when hotel guests do not care about environmental policies

Purpose of the paper: The study tests whether guests’ perceptions of the environmental policies put in place by the hotel influences guests’ evaluation of their overall experience. Methodology: The empirical analysis uses a dataset of 52,764 reviews from a hotel chain’s internal platform, which specifically requests for a guest evaluation of the environmental policies. The sample includes data from 105 European hotels in 2017-2018. A semantic content analysis of almost 100,000 observations from the chain’s internal platform and from open peer-to-peer platforms complements the quantitative study. Findings: Findings suggest that hotel guests, when evaluating the overall experience, do not take their own evaluation on the environmental policy into account.