In contemporary tourism, online reviews have become crucial in determining consumer decision-making and creating the reputation of hotels. Booking.com and TripAdvisor offer hoteliers opportunities for enhanced visibility and trust, as well as challenges in managing the volatile nature of digital feedback. The immediacy of online reviews demands a strategic approach to reputation management, necessitating an understanding of customer perceptions and the influence of electronic word-of-mouth (eWOM) on prospective guests’ choices. In this context, this study aims to analyse the service quality of hotels in Porto, Portugal, as reflected in TripAdvisor reviews, employing the HOLSERV scale to assess service dimensions. The results corroborate the dimensions proposed in this scale, with the employees’ dimension being the most worrying since its overall mean in the ranking was the lowest. On the other hand, the facilities dimension had the highest mean. This study could present a new method of analysing TripAdvisor data, allowing hotel managers to invest in the dimensions where the mean scores are lowest and drawing up strategies to maximise the strengths of the municipality’s hotel chain.