Efforts to Create a Hotel Image Through Guest Comments at Padma Hotel Semarang

Abstract

This research aims to find out that guest comments written by guests on various social platforms such as Tripadvisor, Traveloka and others can improve the hotel's image. A good hotel image can be seen from the comments of guests who share their experiences. By having a good hotel image, it can increase guests' trust in the hotel. The research method used in this research is descriptive qualitative with the data source coming from secondary data. The research results showed that Padma Hotel Semarang, as a five-star hotel in Semarang, has a good image as evidenced by guest comments spread on social platforms. Guest satisfaction with Padma Hotel Semarang's facilities and services is a reference for other people in determining their choice of stay. Padma Hotel Semarang is known as a hotel that provides extra service to guests in accordance with the hotel's mission which wants guests to get the best experience at Padma Hotel Semarang. This is proven directly and concretely by thousands of comments written by guests on Tripadvisor, Traveloka, Booking.com and Agoda regarding their satisfaction with the cleanliness, service and quality of Padma Hotel Semarang.