Differentiating Emotional Hotel Experiences

Emotions experienced in response to hotel services were examined with an online questionnaire. The study resulted in 348 cases of hotel service emotions. The frequency of reported pleasant emotions was similar to the frequency of reported unpleasant emotions. Often reported pleasant emotions were satisfaction, enjoyment, and admiration. Often reported unpleasant emotions were dissatisfaction, aversion, and boredom. Some conditions were found to elicit both pleasant and unpleasant emotions (e.g., the hotel staff and decoration), whereas some other conditions caused predominantly pleasant emotions (e.g., the view and complementary items) or unpleasant emotions (e.g., the hygiene and hotel maintenance). Results are reported and an initial concept for an instrument to measure emotional responses of hotel guests is introduced