Green Practices: The Experiences of Guests in EcoCentric Hotels in the UK

Researchers in the past has concentrated on hotel guests’ attitude and behavioural intention to adopt green practices, yet not many investigations have looked into guest perception. Also, despite the fact that researchers directed exploratory examinations about guest’s preference, the actual opinion from a green hotel guest has been rarely being investigated. In lieu of that the main purpose of this study is to identify how guests perceive quality of green service practices implemented by green hotels in the United Kingdom, and identifying which of these themes were linked with higher and lower value for money ratings. This research examines 10 eco-centric Hotel in UK from the perspective of the 1, 202 guests via mix content analysing of online review from TripAdvisor. The analyses were done using Leximancer 4.5. The result generated from the analyses reveal 7 themes which are: “Hotel Amenities”, “Services”, “Location”, “staff”, “Eco” (centric activities), “Value”, and “recommend/revisit” (intentions). Concepts related to high value for money rating are food, room, friendly and helpful while concept related to low value for money rating includes bathroom, water, mattress, bed, room, comfort, Wi-Fi, shower, light, clean, facilities (for disable) and attentive (staff). This research gave an in-depth perceptive to the experience of guest’s in green hotel, more also the research reveals the linkage of the main concept with guests’ value for money ratings and also recommendation and revisit intention. Keywords: Green practises, Content analysis, Green hotel, Value for money, Service quality User generated content.