Customer perceptions of the Albergo Diffuso concept: What makes the difference in terms of service excellence?

This research introduces an innovative model of sustainable tourism called "Albergo Diffuso," a "made in Italy" concept of hospitality that exploits tangible and intangible local resources and is oriented toward the revitalization and recovery of the country's existing heritage. In the study, 130 customer reviews were analyzed to understand the sentiments and perceptions of customers regarding the Albergo Diffuso principle and its services in practice. Specific attention was paid to evaluating services that had garnered negative customer reviews to identify potential new strengths and aspects of the approach that could be implemented in the future. The main findings confirm that, overall, customers who particularly appreciate this alternative model of hospitality value authenticity over comfort. Additionally, the fact that the Albergo Diffuso scheme is introducing new business models that are completely different from the traditional ones is very much appreciated from a managerial perspective.