Purpose While research on guest complaints exists in the context of traditional hotels, there is a notable gap in our understanding of e-complaints specific to P2P accommodations. Therefore, our paper aims to identify the primary source of e-complaints related to P2P accommodation domain and to determine whether these complaints vary by traveler type. Design/methodology/approach The research examined 5,104 e-complaints of 554 P2P short-term rentals in Cyprus shared by visitors on a social media platform using the software program Leximancer. Findings The analysis uncovered six factors of e-complaints in descriptions of P2P accommodations: “staying” (accommodation), “cleanliness,” “location,” “host,” “kitchen” and “furniture.” Research limitations/implications Our research focuses on online comments from one country and one platform, therefore future research should examine other contexts to validate the themes identified. Practical implications The results we got from our study offer practical methods that can be used in the development of service design and the delivery of experience in peer-to-peer accommodation which can be a great help in the reduction of dissatisfaction at its origin. Originality/value The study advances current knowledge by pinpointing e-complaints in P2P accommodation. The results offer useful insights into P2P accommodation guests’ e-complaints based on online reviews and facilitate the identification of the main reason for e-complaints associated with different traveler types.
Saydam et al. (Mon,) studied this question.