What criteria define a luxury hotel? Creating a checklist of criteria for 5-star hotels

Abstract

This master’s thesis researches factors that make a hotel a 5-star hotel. What criteria define a luxury hotel? The purpose of this thesis is to identify hotel qualities that distinguish factors that differentiate luxury hotels. The aim is to create a list of criteria for 5-star hotels that the commissioner can use to develop this product segment. The concepts of service quality and customer behavior form the theo-retical framework and tourism, travel industry, and hotel classification form the contextual foundation of this work.