Understanding the Positive Sentiment of Customers Through Online Review (A Case of Ethiopian Skylight Hotel)

This article evaluates the positive experiences communicated by customers regarding the Ethiopian Skylight Hotel. The objective is to identify the principal themes expressed in online reviews and to discern key concepts that contribute to guest satisfaction. The study examines 4,714 online reviews of the Ethiopian Skylight Hotel collected from January 2019 to August 2024, primarily sourced from platforms such as Google, TripAdvisor, Booking.com, Agoda, Ctrip, and hotel.com. Analysis of these 4,714 reviews revealed a total of 9,581 distinct positive mentions. These mentions were categorized into 27 themes, each accompanied by the frequency of associated compliments. The findings highlight six key factors that significantly enhance guest satisfaction: patrons frequently commend the hotel's diverse and exceptional culinary offerings, noting that the outstanding standards and inviting ambiance to create a lasting impression. The provision of clean, spacious rooms with stunning views ensures a high level of comfort, while the strategic location of the hotel, near both the airport and city center, adds to the overall convenience. Furthermore, the commitment of the staff to delivering exemplary experiences is often noted, with a particular emphasis on the warmth and professionalism exhibited by the team, which contributes to guests feeling valued. These findings advocate for a renewed focus on these elements to not only enrich the guest experience but also to fortify the hotel’s competitive standing. In addition, the results offer a framework to acknowledge staff through positive feedback, thereby fostering a culture of continuous improvement in service quality.