Aim: The tourism industry is more quickly and deeply affected by international problems, epidemics, terrorism, war, and economic crises. The COVID-19 pandemic has adversely affected the tourism industry, as well as all other industries. During the epidemic, hotels tried to implement various measures in order to survive, and focused on developing solutions for critical issues that constitute the new normal, especially hygiene and security. It has only just begun to be understood how these studies find a response in the tourist population. In this study, it is aimed to understand the reaction of tourists in the face of the new normal that emerged in tourism during the Covid-19 process, by examining tourist views on hotels. Method: In this study, the comments made by 1126 customers who stayed in 3 5-Star Hotels in Antalya and Muğla Regions during the Covid-19 epidemic on their websites were examined. The data obtained with the document analysis approach were analyzed with the content analysis technique. Findings: As a result of the analysis of the data obtained, it was determined that the most comments were related to the Personnel (24,08%), and the least comments were related to the Security Service (1,68%). It was found that 15,31% of the customers’ comments were related to the Covid-19 measures taken by the Business. Results and Suggestion: As a result of the study, it was determined that the most repeated category among the comments made by the customers was the comments about the personnel. It has been found that the Covid-19 measures taken by the business are the most repeated category after personnel, kitchen services and cleaning. Therefore, it can be said that Covid-19 measures are less important. Limitation: It is limited to the customer comments who have stayed in 3 5-Star Hotels in Antalya and Muğla in June, July, August, and September 2020. Originality: This study, which was carried out during the COVID 19 process, has a guiding quality for researchers and hotel managers since the comments of hotel customers are examined.
Crisis Management, Tourism Sector, Covid-19