Reviewing Gozo : a look at TripAdvisor data

Abstract

An analysis of TripAdvisor reviews for Gozo reveals some key insights in the strengths and weaknesses of Gozo as a tourist destination. These data are used to better understand tourism in Gozo, measure the performance of the industry, and assess the implications of the findings from a managerial perspective. Web-scraped data confirms that reviews for attractions in Gozo on TripAdvisor dropped significantly after 2019, and do not appear to be back to their pre-Pandemic levels. This makes the flow of new reviews all the more precious. The bulk of reviews for attractions in Gozo are directed at restaurants. While there was a strong improvement in review scores since 2017, there was also a surge in the number of customers reviewing their experience at the lowest end of the scale - in particular for restaurants. Reviews are highly concentrated, with positive reviews linked with staff interactions coming across as knowledgeable or well-informed, as well as excellence in service received. Negative sentiments, on the other hand, are linked with communication issues or cleanliness.