Business travellers spending some leisure time during their business trips is not a new phenomenon, but this aspect has grasped the attention of tourism practitioners in recent times owing to its consistent economic returns. Both hoteliers and destination managers are focusing on this segment of business travellers aspiring to have vivid leisure experiences too as a part of their business trip and have segmented them as 'bleisure travellers'. This scenario opened a lucrative and challenging market to hoteliers and travel companies pushing them to create unique service offerings to this segment. Handling bleisure travellers can be challenging owing to the dual-faced travel motive. For example, a bleisure traveller may have to attend a meeting for a whole day but doesn't want his family to miss out on the fun and excitement keeping them idle. These kinds of tricky instances put a lot of weight on the hoteliers and travel companies as they need to plan and deliver satisfactory experiences to the entire bleisure travel group. Exclusive study indicating satisfactory and dissatisfactory attributes of bleisure travellers is sparse till date. Current study tried to contribute to the literature by narrowing down the satisfactory and dissatisfactory attributes pertaining to bleisure travellers. Six thousand reviews of 35 Indian heritage were extracted from Tripadvisor. Reviews were scrapped using python. Data was analysed using LDA. Findings of this study indicate major implications for the hoteliers to improve and customise their service offerings.

Purpose: Although extant studies found the determinants of customer complaints in luxury hotels, comparison of complaint severity using reviewer characteristics (nationality, reviewer type and expertise) is limited. This study aims to identify the variation in customers’ complaint attributes among different customer categories. Design/methodology/approach: This study tried to address this gap by using structural topic modelling and text mining techniques to find the sentiment score, word count, complaints attributes and severity score. The research sample covers luxury hotels in India, and online review text and their associated data has been collected and analysed. Findings: The authors found that leisure customers wrote lengthier reviews and complained about the facility-related aspects (valet parking, entertainment and amenities) and food-related aspects (food variety, service and menu) while the business customers’ complaint severity score is more on salient aspects (room size, bathroom and staff related services). The international customers wrote lengthier reviews and complained more about the facility-related aspects (amenities, pick-up and entertainment) and core service offerings (stay experience, bathroom, dirtiness and complaint resolution). Whereas domestic customers complained more about stay-related aspects (food variety, quality, services, staff behaviour and stay experience). Also, this study used correlation analysis to find the dependencies between topics and uncovered underlying patterns, trends and associations, aiding in a deeper understanding and interpretation of the complaints. This study can help service providers tailor their services based on customer attributes to ensure maximum customer satisfaction. Originality/value: The findings of this study can enable hotel service providers to customise their services based on customer attributes to reduce dissatisfaction among customers and promote customer loyalty. The findings of this study can also be used to devise differential promotional strategies for different types of customers.