Analyse Visitor Experiences Through User-Generated Content Based on TripAdvisor Reviews: A Case Study of Three Emblematic Attractions in Porto

Abstract

User-generated content has become an increasingly relevant source of evidence for understanding visitor experiences in urban destinations. Although online reviews are widely used by tourists when making decisions, their potential as a strategic tool for destination and attraction management remains underexplored, particularly in heritage-rich cities facing growing tourism pressure. This paper analyses TripAdvisor reviews of three emblematic attractions in Porto, Portugal: Livraria Lello, Mercado do Bolhão and Torre dos Clérigos. The study is based on 150 reviews, with 50 reviews selected for each attraction, and combines descriptive quantitative analysis with qualitative thematic coding. The results show that each attraction presents a distinct experiential profile. Livraria Lello is marked by a strong tension between architectural admiration and dissatisfaction related to overcrowding, queuing, prices and perceived loss of authenticity. Mercado do Bolhão receives predominantly positive evaluations associated with food, atmosphere, renovation quality and sensory appeal, although some comments express concerns about touristification. Torre dos Clérigos is valued mainly for its panoramic views and symbolic role in the city, while the physical effort of the climb is both a constraint and part of the experience. The paper argues that user-generated content can function as a strategic diagnostic tool, helping managers identify gaps between projected destination images and lived visitor experiences. The findings provide practical insights for visitor flow management, perceived value and the preservation of accessibility and authenticity in urban tourism attractions.