Identifying memorable hotel experiences: analysis of TripAdvisor reviews

Nowacki Marek () and Niezgoda Agnieszka ()
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Nowacki Marek: Institute of Applied Sciences, WSB Merito University in Poznań, Poland
Niezgoda Agnieszka: Department of International Economics, Poznań University of Economics and Business, Poznań, Poland

Miscellanea Geographica. Regional Studies on Development, 2023, vol. 27, issue 2, 66-74

Abstract: This article aims to (1) identify guests’ memorable experiences based on reviews posted on TripAdvisor, (2) identify the differences in memorable experiences due to hotel location, evaluation on TripAdvisor and consumer sentiment. The study used quantitative methods: text mining, topic modelling, and sentiment analysis. All reviews (n = 34,992) for all Warsaw hotels included on TripAdvisor (N = 99) were analysed. Seven topics of memorable experiences were identified via Latent Dirichlet Allocation analysis: five were very positive and two very negative. The content analysis of those topics allowed us to extract six positive factors which include: (1) view from the floor, (2) hotel staff and service, (3) breakfast and restaurant, (4) location and atmosphere, (5) pool, lounge, gym and spa, (6) price (value for money), as well as two negative factors: (1) noise at night, (2) booking and check-in. In addition, it was found that memorable hotel experiences differ depending on the location of the hotel in the city.

Keywords: Memorable hotel experiences; TripAdvisor reviews; consumer sentiment; hotel location (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:mgrsod:v:27:y:2023:i:2:p:66-74:n:1

DOI: 10.2478/mgrsd-2023-0006

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