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This study aims to test the complaints of tourists who visit five-star hotels in Antalya, Turkey, on those same hotels’ websites.

In the study, the data were collected with qualitative methods but analyzed with the mixed analysis method. In this context, the authors collected 1,012 comments on the website between 2016 and 2019.

According to the results of the study, the most intense complaints were found to be concentrated in categories such as ambience, food and staff.

First of all, it is thought that it will make an important contribution to the literature, since different methodologies are adopted in the study. In addition, online shares, evaluations and comments produce positive or negative results for the destination or business in question. It is necessary to closely monitor such activities in electronic environments, as they may have negative consequences, thus revealing the need to take corrective or preventive measures. For this reason, the research is important in terms of not having such a large-scale study in the literature and contributing to the hospitality industry.

Historic architecture is one of the most prevalent human-made attractions and image attributes that the tourism industry substantially benefits from. Moreover, this attraction creates a critical value in augmenting destination competitiveness. Therefore, the purpose of this paper is to discuss historic architecture in relation to guest experience and to find out if historic buildings used as hotels are, physically, elements of attraction. The findings reveal that historic buildings used as hotels have a specific potential in attracting guests, and these buildings are mainly considered positive by guests. Hotel guests are satisfied by the physical – i.e., architectural and atmospheric – features of hotels serving in historic buildings. This paper will help readers rethink how historic architecture plays a key role in tourism consumption. The paper uniquely seeks to delve into the potential of historic hotel buildings as elements of attraction by examining over 9.8 thousand comments of hotel guests.