Purpose - This study analyzes the experiences of Airbnb users in the city of Fortaleza, Ceara, Brazil, through the reviews published on the platform, evealing the relevant issues experienced by users during their stays and the polarity associated with these issues. Design - Collection of 2,338 Airbnb website reviews from users who visited Fortaleza between January 2019 and October 2020, associated with 503 listings. Methodology/Approach - Data was collected between October 24 and October 28, 2020, using Parse Hub and Tableau Public for data extraction and validation, respectively. Content analysis was performed to examine the data, and NVivo was used to support the categorization and coding steps. Findings - The main analysis categories in the online reviews of Airbnb users in Fortaleza were "location", "physical environment", "interaction and communication with the host", "hospitable, friendly host", "cleanliness and organization", "near other facilities", "home appliances" and "view". In turn, the least referenced categories were "experiencing the local culture", "interaction with other guests" and "living like a place". The analysis suggests a positivity bias in comments while negative sentiments are caused mainly by "physical environment" and "home appliances". Originality of the research - This study identifies the themes pointed out by guests when using Airbnb, that influence the user experience.

There is a growing interest in research related to Airbnb, and one theme that has stood out is the analysis of the consumer experience. This study aimed to analyse the feelings expressed in the online evaluation of users on the Airbnb platform in Fortaleza, capital of Ceará, Brazil. The methodology was developed through quali-quantitative research, a documentary research procedure, and data collection regarding the accommodation offers available on the platform. A total of 2353 reviews in 2019 and 2020 related to 506 accommodation offers were analysed through manual coding with the aid of NVivo software. The results evidenced the positivity of the evaluations, and that positive comments presented fewer characters while negative evaluations presented more details. It was identified that there were differences in the percentages of positive and negative evaluations when differentiated by other factors such as gender of the user (women evaluated more positively and intensely), type of host (superhost evaluations were more positive), type of offer (for entire places, the positive polarity was lower than the private room and shared room types), and location (the positive polarity was higher in residential neighbourhoods than in tourist neighbourhoods). Methodologically, this study contributes by illustrating how a set of evaluations can be analysed and interpreted in studies on the accommodation service.

The creation of the internet in the late 1990s transformed the tourism industry, positioning it as one of the leading sectors in e-commerce. The aim of this study is to examine the influence of the internet on customer decision-making when planning a trip, specifically in relation to the selection and reservation of accommodation. The study begins with a review of the existing literature on e-commerce, tourism and consumer behaviour. Data were collected using an online survey, which was completed by 366 internet users in the state of Ceará (including the capital, Fortaleza), one of the largest online markets in north-eastern Brazil, and analysed using descriptive statistics. The results highlight the importance of online environments, the practical advantages of smartphone use for tourism services, and the value placed on these conveniences over even financial considerations. The study concludes by corroborating the importance of e-commerce in matching experiences to customer profiles through careful customer relationship management and adaptive (responsive) smartphone interfaces.

Investing in quality information contributes to the relationship between demand and suply. In this sense, this paper’s objective is to analyze the quality of the information generated by the social media (Instagram) of the Acolhida na Colônia association. To identify the relevance of each attribute in the consumers’ perception, categories and dimensions for quality information were analyzed based on the user’s vision and semantic criteria. The main results revealed the difference in the quality of Instagram from the families who participated in the training. The quality of images and content of property’s posts has also fed the Association’s institutional Instagram. However, there is a need to expand the amount of information and constant updating.

Panorama do Airbnb em Fortaleza-Brasil: Caracterização da oferta e métricas de desempenho