Identifying memorable hotel experiences: analysis of TripAdvisor reviews
et | 30 avr. 2023
À propos de cet article
Publié en ligne: 30 avr. 2023
Pages: 66 - 74
Reçu: 18 mars 2023
Accepté: 30 avr. 2023
DOI: https://doi.org/10.2478/mgrsd-2023-0006
Mots clés
© 2023 Marek Nowacki et al., published by Sciendo
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.
Figure 1.
Figure 2.
Identified experience topics
| 0 | Great view from the floor, pool, lounge, gym & spa | view, floor, room, hotel, great, pool, lounge, Warsaw, nice, gym, executive, city, club, top, stay, spa, breakfast, service, amazing, Marriott | 2080 | 5.94 |
| 1 | Noise at night | room, hotel, night, bed, noise, stay, floor, window, sleep, air, open, bathroom, work, door, time, small, noisy, shower, bit, good | 2258 | 6.45 |
| 2 | Good breakfast, clean, friendly staff & nice location | good, hotel, room, nice, great, breakfast, staff, clean, location, stay, friendly, excellent, comfortable, helpful, service, bed, recommend, city, restaurant, Warsaw | 8009 | 22.89 |
| 3 | Hotel close to the airport | airport, hotel, taxi, stay, flight, bus, Warsaw, early, minute, shuttle, night, free, close, morning, arrive, room, clean, check, take, convenient | 1480 | 4.23 |
| 4 | Breakfast, food & restaurant | breakfast, food, restaurant, coffee, egg, bar, fruit, fresh, serve, eat, hot, cold, order, buffet, juice, bread, drink, wine, choice, selection | 737 | 2.11 |
| 5 | Good & central location | walk, hotel, station, town, minute, location, Warsaw, train, city, good, central, bus, distance, close, shopping, located, tram, centre, restaurant, great | 3782 | 10.81 |
| 6 | Price & breakfast (value) | hotel, room, good, price, breakfast, free, pay, internet, parking, wifi, stay, value, clean, money, night, expensive, location, nice, small, star | 2234 | 6.38 |
| 7 | Business hotel | hotel, business, good, service, room, stay, Warsaw, restaurant, breakfast, standard, time, area, bar, food, bit, quality, expect, conference, Hilton, staff | 2593 | 7.41 |
| 8 | Great hostel | hostel, great, stay, staff, nice, people, clean, friendly, Warsaw, room, best, helpful, bar, night, time, good, recommend, help, location, amazing | 1747 | 4.99 |
| 9 | Check-in time, service & booking | hotel, room, check, ask, time, reception, service, staff, book, tell, stay, day, give, call, desk, come, arrive, guest, go, pay | 2569 | 7.34 |
| 10 | Great staff & service | hotel, stay, Warsaw, staff, great, service, best, room, excellent, time, visit, recommend, wonderful, lovely, amazing, helpful, fantastic, night, friendly, beautiful | 4182 | 11.95 |
| 11 | Large bed, shower & bathroom | room, bed, shower, bathroom, coffee, water, large, comfortable, small, free, bath, floor, use, clean, size, tea, provide, towel, breakfast, machine | 1597 | 4.57 |
| 12 | Great location | town, Warsaw, location, walk, apartment, hotel, restaurant, room, great, square, beautiful, street, building, Bristol, area, right, café, located, stay, castle | 1724 | 4.93 |
| SUM | 34,992 | 100.00 |
Topics and the location of hotels
| 0 | Great view… pool, lounge… | Positive | 4.00% | (0.99%) | 5.94% | |
| 1 | Noise at night | Negative | 6.79% | 6.69% | 5.94% | 6.45% |
| 2 | Good breakfast, clean… | Positive | 21.76% | 25.75% | 23.65% | 22.89% |
| 3 | Hotel close to the airport | Neutral | (1.21%) | (1.72%) | 4.23% | |
| 4 | Breakfast, food & restaurant | Neutral | 2.07% | 2.78% | 1.98% | 2.11% |
| 5 | Good & central location | Neutral | 11.84% | (2.04%) | 11.73% | 10.81% |
| 6 | Price & breakfast (value) | Neutral | 5.71% | 6.95% | 7.14% | 6.38% |
| 7 | Business hotel | Neutral | 6.44% | 7.94% | 8.58% | 7.41% |
| 8 | Great hostel | Positive | 4.55% | (0.77%) | 4.99% | |
| 9 | Check-in time, service… | Negative | 7.35% | 7.26% | 7.34% | 7.34% |
| 10 | Great staff & service | Positive | 5.22% | 10.21% | 11.95% | |
| 11 | Large bed, shower & bathroom | Neutral | 4.83% | 4.11% | 4.34% | 4.57% |
| 12 | Great location | Positive | (0.28%) | (0.83%) | 4.93% | |
| SUM | 18,009 | 3,526 | 13,457 | 34,992 | ||
| % | 51.46% | 10.08% | 38.46% | 100.00 | ||
Characteristics of the study sample
| Hotel category | |||||
| 1-star | 7 | 7.07 | 978 | 139.71 | 2.79 |
| 2-star | 14 | 14.14 | 2,509 | 179.21 | 7.17 |
| 3-star | 37 | 37.37 | 7,203 | 194.68 | 20.59 |
| 4-star | 21 | 21.21 | 9,059 | 431.38 | 25.89 |
| 5-star | 17 | 17.17 | 14,957 | 879.82 | 42.74 |
| No category | 3 | 3.03 | 286 | 95.33 | 0.82 |
| Hotel location | |||||
| City centre | 41 | 41.41 | 18,009 | 439.17 | 51.46 |
| Airport area | 20 | 20.38 | 3,526 | 176.55 | 10.09 |
| Other | 38 | 38.38 | 13,457 | 354.08 | 38.45 |
| Total/Mean | 99 | 100.00 | 34,992 | 353.45 | 100.00 |
TripAdvisor rating and Sentiment analysis results of review topics
| 0 | Great view… pool, lounge… | 4.82% | 1.79% | 0.45% | 0.26% | −1.651 | |||
| 1 | Noise at night | 1.42% | 6.24% | 2.845 | |||||
| 2 | Good breakfast, clean… | 10.25% | 2.87% | 1.17% | −1.445 | ||||
| 3 | Hotel close to the airport | 3.76% | 3.71% | 1.08% | 0.91% | 3.022 | −1.805 | 1.217 | |
| 4 | Breakfast, food & restaurant | 2.04% | 2.08% | 2.67% | 1.88% | 1.69% | 1.274 | ||
| 5 | Good & central location | 9.81% | 8.11% | 1.70% | 0.13% | 3.165 | −1.712 | 1.453 | |
| 6 | Price & breakfast (value) | 3.26% | 8.52% | 5.45% | 2.859 | −2.064 | |||
| 7 | Business hotel | 4.31% | 10.85% | 13.19% | 6.36% | 4.02% | 3.099 | −1.972 | 1.127 |
| 8 | Great hostel | 2.54% | 1.04% | 0.72% | 0.65% | −1.541 | |||
| 9 | Check−in time, service… | 2.58% | 5.40% | 2.837 | |||||
| 10 | Great staff & service | 4.41% | 1.26% | 0.72% | 0.91% | −1.543 | |||
| 11 | Large bed, shower & bathroom | 4.17% | 5.41% | 4.86% | 3.85% | 1.30% | 3.223 | −2.008 | 1.215 |
| 12 | Great location | 3.53% | 1.29% | 0.63% | 0.00% | −1.748 | |||
| Total/Mean | 51.86% | 32.35% | 10.40% | 3.19% | 2.20% | 3.192 | −1.817 | 1.375 | |
| Analysis of variance | F = 259.5, p < 0.001 | F = 679.9, p < 0.001 | F = 815.4, p < 0.001 | ||||||