The growing reliance on digital platforms has significantly transformed consumer behaviour in the hospitality industry. This study aims to decode the influence of online hotel reviews on customer decision-making, with a special reference to Coimbatore—a rapidly developing urban centre in South India. The research investigates key factors such as review quality, rating scores, reviewer credibility, and frequency of feedback, and how these elements affect customers’ hotel booking decisions. Using quantitative data from structured questionnaires and qualitative insights from leading travel review platforms, the study identifies patterns in consumer trust and engagement with online reviews. The results indicate that customers in Coimbatore are highly influenced by detailed and recent reviews, especially when provided by verified users. The findings highlight the strategic importance for hotels to manage their online presence and engage actively with digital feedback to drive customer acquisition and satisfaction.