Integrated Assessment of Customers’ Comments in Travelling Websites and Official Classification Systems, and Konya Hotels Application
Ramazan GÖRAL, Erkan AKGÖZ

Abstract
In the study, it is tried to constitute a perspective with regards to integrate customers’ comments and hotel classification systems. According to many researches done, assessments done for hotels according to the customers’ comments are taken in consideration sufficiently in bookings. In addition, it can be frequently seen that a three-star hotel has had more customers’ points than a five-star hotel in the rankings. However, five-star hotels should have more opportunities and standards than three-star hotels so that they can reach the classification which they have had officially. It is therefore important to add customers’ points in travelling websites into official classification systems for a valid evaluation. Hence quality of hotel ranking can be made more refined by including customers’ points in official hotel classification. With this purpose, a new ranking has been made by including official classification points in the ranking made according to customers evaluations related to hotels in Konya province on Booking.com travelling website. Multi-criteria decision-making methods have been used in this regard. Thus, booking.com has evaluated whether integrated ranking has differentiated by ranking of customers’ points or not.

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