Raffaella Forino

In the hospitality sector, online reviews have experienced significant growth, with an increase of 800 percent in recent years. Online reviews are reaching such importance that they can now be considered the most authoritative source of information for travelers. It is, therefore, necessary to try to fully understand this tool, its potential, and the risks associated with the incorrect use of the medium both by the user who writes the review and by the manager who receives and responds to it. The research will explore the relationship between the perception of the stress levels among Hotel Owners and Managers (HOMs) in Small and Medium-sized Enterprises (SMEs) in the UK.