Exploring Guest Reviews of Capsule Hotels: Identifying Concerns and Satisfaction Factors
(A2025-125332)

AUTHORS

CHOI IO CHAN, University of Macau; Joseph Sy-Changco, University of Macau

ABSTRACT

Capsule hotels are increasingly popular among travelers and operators due to their unique design and efficient use of space. However, limited research exists on guest satisfaction and concerns. This study analyzes online reviews, focusing on "Liked Comments" and "Disliked Comments," to identify factors shaping guest experiences. Five key themes emerge from positive reviews: capsule layout, amenities, location, comfort and cleanliness, and staff friendliness. Conversely, six concerns are highlighted in negative reviews: storage, noise, temperature control, night-time disturbances, staff interactions, and mattress comfort. These findings offer practical insights for managers to better meet guest expectations and enhance operations, while fostering research interest in this growing sector.