Resumen de Tourism Amidst COVID-19: consumer experience in luxury hotels bookedthrough digital platforms
Diana Marcela Escandón Barbosa, Jairo Antonio Salas Páramo
The COVID-19 pandemic has brought changes in the different requirements related to consumerexperience. We conducted a sentiment analysis on many comments of tourists in two mostpopular online travel platforms in Mexico, TripAdvisor and Booking.com, from April 2020 toFebruary 2021. Our analysis was aimed at understanding the effect of COVID-19 on thebehaviour of tourism consumers who make trips using on-line platforms for booking luxuryhotels. The results demonstrated that the personal characteristics of travellers areheterogeneous and respond to a specific context. The research concluded that luxury hotelsneed to create appropriate strategies for the tourists who make booking through digitalplatforms and the different requirements they have during their stays in the hotels.
