• LOVELY ZAPF College of Tourism and Hospitality Department, De La Salle University, Dasmarinas, Philippines.
  • DEOGRACIAS EVANGELISTA ESPLANADA College of Tourism and Hospitality Department, De La Salle University, Dasmarinas, Philippines.



apart-hotel, client feedback, online reviews, online travel agencies, service quality


Prior to making any arrangements, travelers may examine other consumer evaluations on the hotels' websites, which provides them with a vital source of information about a hotel's good and negative characteristics. Customer satisfaction measures how well an organization's goods or services meet or surpass the expectations of its consumers. It is critical to remember that a company's market presence and development are essentially defined by its consumers. The majority of consumers book their hotel rooms through OTAs, or Online Travel Agencies, owing to the simplicity of use and lower pricing. As a result, is one of the most popular OTAs in the Philippines, offering convenient access to online bookings of hotels and apartment rentals in the nation. The goal of reviewing guest feedback is to determine whether the quality of service needs to be improved to boost consumer satisfaction and profitability. This study largely examined reviews and discovered that there were more negative than positive replies for chosen apartment hotels in Metro Manila listed on Agoda. According to the previous study, the researchers did a study on using a travel service (OTA) stage; researchers investigate the links between administration quality, perceived value, and lodging customer retention. Their review's findings support all direct and indirect links between three, four, and five-star inns. The reviews were manually classified and analyzed using sentiment analysis and statistical approaches as part of the process. The results indicated positive as well as negative characteristics across all categories.


Atalian Global Services (2019): Benefits for hotel cleanliness. – Atalian Global Services Official Portal. Retrieved from:

Hotelier Life (2020): What is the importance of hotel industry in 21st century. – Hotelier Life Official Portal. Retrieved from:,venues%2C%20meals%2C%20and%20drinks

Ighomereho, S.O., Ojo, A.A., Omoyele, S.O., Olabode, S.O. (2022): From service quality to e-service quality: Measurement, dimensions and model. – Journal of Management Information and Decision Sciences 25(1): 15p.

Institute of Hospital (2019): The importance of hygiene for guest satisfaction. – Institute of Hospital Official Portal. Retrieved from:

IvyPanda (2020): Facilities Management Concept in the Hospitality Sector report. – IvyPanda Official Portal. Retrieved from:

Padma, P., Ahn, J. (2020): Guest satisfaction & dissatisfaction in luxury hotels: An application of big data. – International Journal of Hospitality Management 84: 8p.

Poly, H.K. (2020): Research: Right Location? That Depends as factors that determine the importance of hotel location differ according to regions in a city. – HospitalityNet Official Portal. Retrieved from:

Tan, R.Y. (2019): Customer Service Satisfaction among Hotels and Restaurants in Tandag City, Surigao Del Sur, Philippines. – The International Journal of Business and Management 7(5): 134-141.

Temelkov, Z. (2020): Overview of perceived value for money score for five stars hotels in selected cities–comparison of online reviews. – SocioBrains 7p.

Turner, M. (2020): Stats: Cleanliness Is Most Important Factor for Determining Hotel. – Travel Agent Central Official Portal. Retrieved from:

Valentin, M., O’Neill, J.W. (2019): The value of location for urban hotels. – Cornell Hospitality Quarterly 60(1): 5-24.

Were, S.O., Maranga, V.N. (2022): Hotel facilities’ management practices and employee performance in Kenya. – Research in Hospitality Management 12(2): 125-131.

Wong, E., Rasoolimanesh, S.M., Pahlevan Sharif, S. (2020): Using online travel agent platforms to determine factors influencing hotel guest satisfaction. – Journal of Hospitality and Tourism Technology 11(3): 425-445.

Yebron, C.F., Del Rosario, J., Umandal, J.L.B., Esplanada, D. (2022): Customer satisfaction in Matabungkay Beach Hotel, Batangas: Online reviews from selected travel sites. – Quantum Journal of Social Sciences and Humanities 3(6): 1-16.

Zhao, J. (2018): The concept of luxury hotel in the context of 21st century China: An insight into factors influencing guests’ satisfaction with luxury hotels in China. – Auckland University of Technology 78p.




How to Cite

ZAPF, L., & ESPLANADA, D. E. (2023). REVIEWS FROM AGODA ON CUSTOMER SATISFACTION: THE CASE OF APARTMENT HOTELS IN METRO, MANILA. Quantum Journal of Social Sciences and Humanities, 4(4), 191–203.