以厦门鼓浪屿民宿为例，根据携程网1026条有关民宿顾客抱怨的在线评论，

Xiamen Gulangyu B & B, for example, according to online reviews Ctrip 1026 customer complaints about the B & B, using content analysis of customer complaints Bed and Breakfast information for analysis, study major issues B & B customer complaints. The results show that: Customers complaining about problems mainly dissatisfied with the facilities and equipment of the accommodation, business services, and the overall evaluation of safety and health aspects; B & B operators to lower customer complaints Comments average response rate, reply mainly for facilities and equipment operators serving two terms.

Taking Xiamen Gulangyu Homestay as an example, according to Ctrip.com's 1026 online comments about homestay customers' complaints, the content analysis method is used to analyze the complaints of homestay customers, and to study the main problems that homestay customers complain about. The results show that the customer complaints are mainly reflected in dissatisfaction with the facilities and equipment, operating services, overall evaluation and safety hygiene of the homestay operators, and the average response rate of the residents' complaints to the customers is low, and the reply content is mainly aimed at the facilities and equipment and operating services.

Based on 1026 online reviews about the complaints of home stay customers on ctrip.com, this paper analyzes the complaint information of home stay customers by content analysis method, and studies the main problems of the complaints of home stay customers. The results show that: customer complaints are mainly manifested in dissatisfaction with the facilities and equipment, operation service, overall evaluation and safety and health of the accommodation; the average response rate of the accommodation operators to customer complaints is relatively low, and the response content mainly focuses on the facilities and equipment and operation service.<br>