Travelers to Greece were satisfied with hotel services offered in 2020 despite the Covid-19 pandemic, according to findings released by the Greek Tourism Confederation’s (SETE) intelligence body INSETE.
More specifically, according to the Net Sentiment Index (NSI) based on traveler feedback posted on social media: in July 2020 the index stood at 77 percent against 73 percent in the same month in 2019, in August at 74 percent compared to 69 percent a year earlier, and in September at 78 percent versus 71 percent in 2019. The highest NSI percentage was recorded in December 2020 at 82 percent compared to a year earlier.
At the same time, according to INSETE analysts, Greek hotels also fared better in 2020 against 2019. In terms of quality, Greek hotels scored 87.4 percent in 2020 on the Global Review Index (GRI) compared to 87.1 percent in 2019. Additionally, all sub-indices also improved last year.
Greece’s GRI rose driven by increases in ratings for reception (94.0 percent up from 88.2 percent in 2019), cleanliness (91.6 percent up from 90.3 percent), location (87.2 percent up from 86.6 percent), and service (89.5 percent up from 88.8 percent).
A closer look at positive feedback by travelers reveals nearly 70,000 about food and drink, 40,915 focused on establishment, 39,289 on staff, 33,098 on the overall experience, and 27,349 referred to cleanliness. Other positive mentions had to do with beaches, service, entertainment, safety and ambiance.
Negative online mentions, meanwhile, focused on food and drink with 22,328 remarks, room/noise (18,322 mentions), and establishment/hotel (9,433 mentions). Other negative mentions included value, bathroom, and bed, among others.
Mentions, feedback and comments were found on social networking platforms, hotel sites, and OTAs (online travel agent) websites.