ИСТИНА

The purpose of the paper is to shed light on the major trends in the Russian hospitality sector, as well as the key factors influencing the luxury hotel customer loyalty in Russia. The luxury hotels activity in Russia was examined by means of general observation of the local environment, statistical analysis and qualitative approach. Secondary data available were used, including relevant empirical studies as well as feedback from hospitality practitioners. To identify the Russian and foreign consumers' perception of luxury hotel services, the empirical study was conducted in 2014 by means of analyzing 658 online reviews of the Ararat Park Hyatt, Lotte Plaza, Radisson Royal, and Swissotel guests. To adjust the results, additional expert interviews were conducted.As a result, a model was developed which is helpful for luxury hotel management to determine the causes of consumer dissatisfaction with the provided services and thus to shape proactive strategies.