Hospitality in luxury hotels
analysis of guest experiences at Virtuoso hotels in São Paulo
DOI:
https://doi.org/10.28998/ritur.V16.N1.A2026.pp29-44.20288Keywords:
Hospitality, Hospitableness, Luxury hotels, Services, TripAdivisorAbstract
This study aims to ‘understand which terms, experiences, and encounters are associated with hospitality in luxury hotel guest reviews’, analyzing how these expressions reflect the ethical, emotional, and relational values that characterize hospitality in luxury hotels. Qualitative and descriptive in nature, this study examined luxury hotels located in São Paulo, listed as partners of Virtuoso, a global network specializing in luxury travel consulting and experiences. Twenty-six guest reviews available on the TripAdvisor platform that explicitly mentioned the term "hospitality" were collected. The data were interpreted based on Camargo's (2004) theory of social times of human hospitality, Castelli's (2016) hospitality process, and Telfer's (2000) concept of hospitableness. The analysis revealed that hospitality is associated with values such as attention to detail, personalized service, empathy, and genuine care, constituting a central element in the luxury experience. The comments highlighted specific employees as key mediators of hospitality and reinforced the importance of emotional connection and personalized care. The study broadens the understanding of hospitality in commercial contexts and contributes to the debate on its inclusion as a core competency in luxury hotels. The results offer valuable insights for managers in the hotel industry and other service sectors centered on human relationships, supporting strategies that promote authentic and memorable experiences capable of generating differentiation and a competitive reputation.
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