Beyond the Reviews: Unveiling the Hotel Experience Through Text Mining

In hotel management, it is crucial to understand the factors that are essential to customer satisfaction and loyalty.This study aims to determine the attributes influencing tourist experiences in hotels in Santiago, Chile.The methodology consists of text mining, sentiment analysis, and binary logistic regressions were employed to analyze 1,467 online reviews from 10 hotels extracted from the Booking.complatform.Results highlight those comments on infrastructure, location, food, and staff, with similar sentiments.Additionally, it was found that the likelihood of a positive experience significantly increases when location, amenities, and price-quality ratio are adequate.It is concluded that data mining and sentiment analysis are practical tools to comprehend key attributes of the hotel experience, whose enhanced management could substantially enhance guest satisfaction and loyalty.