Where do negative hotel reviews come from? An IT company analysed 1- and 2-star hotel reviews and extracted the most salient words appearing in these negative reviews. Then they ranked these words according to their frequency. And here are the results, which although not being surprising, are quite informative of what people think.
The 2 most popular words are ‘room’ and ‘hotel’ (or ‘motel’) that are about the domain of the analysis and not about the content. The next words are actually more meaningful. ‘Dirty’ and ‘beds’ score more than 10% each and clearly indicate what’s important for hotel customers. Then come ‘staff’, ‘smell’, ‘front desk’, ‘location’, ‘rude’, and ‘smoke’, each with more than 5% of total, and these are secondary factors that people also find important. Surprisingly, ‘cheap’ is down the bottom of the list – the price isn’t the main thing that matters.
Read the full article here:
What do guests actually say when they leave negative hotel reviews?