Sustainable Practices of Hotels in Chilaw, Sri Lanka: Challenges of Balancing Growth and Guest Satisfaction

Abstract

This study explores the implementation of sustainable practices in three-star hotels located in Chilaw, Sri Lanka. As sustainability becomes increasingly crucial in the hospitality sector, hotels in developing regions face unique challenges in balancing environmental responsibilities with business growth and guest satisfaction. The aim of this study is to examine how much sustainability is being implemented in selected hotels in Chilaw, and the objectives are to investigate the environmental, social, and economic actions taken by them and how the operations of sustainability affect guest satisfaction. Using a qualitative multiple case study method, the study collected data through semi-structured interviews, participant observations, and focus group discussions at three selected three-star hotels in Chilaw. The research applies the Triple Bottom Line (TBL) framework and thematic analysis to assess the environmental, social, and economic sustainability. Findings reveal that while basic practices such as LED lighting, towel reuse, and local sourcing are in place, these hotels face financial, operational, and perceptual barriers. Innovative, low-cost adaptations are noted with the composition of local partnerships and community involvement. Key recommendations include government support, structured staff training, and improved communication with guests. The research offers valuable insights for sustainable tourism development in emerging destinations like Chilaw.