Data-Driven Insights from 10,000 Reviews: Fostering Sustainability through Rapid Adaptation to Guest Feedback

Mihnea Grigoraș Gîngioveanu Lupulescu, Violeta Mihaela Dincă (), Silvia-Denisa Taranu and Bianca Alexandra Blănuță
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Mihnea Grigoraș Gîngioveanu Lupulescu: Doctoral School of Business Administration, The Bucharest University of Economic Studies, 010374 Bucharest, Romania
Violeta Mihaela Dincă: Doctoral School of Business Administration, The Bucharest University of Economic Studies, 010374 Bucharest, Romania
Silvia-Denisa Taranu: Doctoral School of Business Administration, The Bucharest University of Economic Studies, 010374 Bucharest, Romania
Bianca Alexandra Blănuță: Doctoral School of Business Administration, The Bucharest University of Economic Studies, 010374 Bucharest, Romania

Sustainability, 2024, vol. 16, issue 7, 1-11

Abstract: The present research aims to explore how customer satisfaction and discontent may influence the financial success of luxury hotels by analyzing more than 10,000 reviews from the Radisson Blu Hotel in Bucharest and financial data spanning a decade. Text mining and sentiment analysis were used in order to pinpoint crucial elements that could impact visitor experience and the way in which they might correlate with hotel revenues in the long run. Research has linked positive visitor evaluations to revenue growth, while negative feedback does not consistently lead to financial declines, suggesting that premium brands may be resilient to mild online criticism. Our research examines how customer feedback sentiment and business income are interconnected throughout time, emphasizing the significance of handling guest contentment in order to reduce resource spending and create a sustainable feedback loop between guests and businesses. Our analysis challenges the idea that negative evaluations always have a detrimental impact on financial performance and highlights the importance of long-term positive feedback in the hospitality sector. This study enhances comprehension of the influence of customer feedback on the luxury hotel business, providing valuable insights for service industry experts on utilizing reviews in the future in order to gain strategic benefits and also develop their businesses in a sustainable way.

Keywords: online reviews; sentiment trends; text mining; sustainable development; resource optimization (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2024
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