THE GUEST SATISFACTION TOWARDS FACILITIES OF THE ONSEN HOTEL AND RESORT SONGGORITI BASED ON GOOGLE REVIEW

Malang is a rapidly growing tourism city in East Java, Malang has become one of the tourist destinations in Indonesia by offering its stunning natural beauty. The increasing number of tourists continues to drive the hotel sector to improve, especially in terms of their facilities and comfort. Of course, to understand the satisfaction of these guests, they also provide facilities for suggestions and criticisms for their products. In this modern era, many hotels use the internet to find out the satisfaction of their guests, one of which is through Google reviews. This research delves into the impact of amenities, at The Onsen Hotel and Resort Songgoriti on guest contentment specifically examining how specific features influence the guest experience. To fulfill the research objectives, a qualitative research approach was utilized. Qualitative research enables a thorough exploration of the participants' viewpoints andexperiences, delivering valuable insights intothe phenomenon being studied. The data analysis for this study adheres to the
qualitative data analysis technique proposed by Milesand Huberman (1994), which encompasses three key stages: data reduction, data display, and conclusion drawing/verification. Through an analysis of 30 Google reviews the study highlights the significance offacilities in shaping guest perceptions and happiness. The key discoveries reveal that exceptional service, encounters and well maintained amenities play a vital role in ensuring guest satisfaction. Conversely inadequate service and maintained facilities lead to guest discontent. Thestudy underscores the importance of improvements, in service delivery and facility upkeep to enhance guest satisfaction levels and maintain the hotels competitiveness in the hospitality industry.