The Assessment of Hotel Services in Poiana Braşov Resort

Abstract

The choice of a holiday destination is determined by the features of the existing accommodation offered. The quality of hotel services provided influences the attracted customer segment, the satisfaction degree of consumption, the loyalty degree for the accommodation unit and destination, and also the economic-financial performance of the company. This article analyzes the opinions of tourists staying in Poiana Braşov resort regarding their consumption experience in one of the most representative hotels of the resort. The results obtained show customers’ expectations, satisfaction degree after consumption, and future ways for adapting and improving hotel services.