Given consumers’ growing awareness of environmental issues, hotels’ managers spend substantial time and money on green practices (Gil-Soto et al., 2019; Kim et al., 2016). However, existing studies reveal that such practices do not always influence intention to visit or customers’ satisfaction positively (Han et al., 2011; Yu et al., 2017). Indeed, recent studies highlight both positive and negative comments about green practices expressed through social media (D’Acunto et al., 2020; Gil-Soto et al., 2019; Kim et al., 2016). Existing studies do not systematically investigate the reason behind positive or negative perceptions. Moreover, they often refer to a limited number of generic green practices (e.g. ‘waste management’ or ‘energy conservation’). The purpose of this study is thus to build a detailed and integrative list of hotels’ green practices and to analyze how guests perceive them, beyond the simple positive-negative dichotomy.