Abstract
A large portion of user-generated content published on the Web consists of opinions and reviews on products, services, and places in textual form. Many travellers and tourists routinely rely on such content to drive their choices, shaping trips and visits to any place on earth, and specifically to select hotels in large cities. In the context of hospitality management, a challenging research problem is to identify effective strategies to explain hotel reviews and ratings and their correlation with the urban context. Under this umbrella, the paper investigates the use of sentence-based embedding models to deeply explore the similarities and dissimilarities between cities in terms of the corresponding hotel reviews and the surrounding points of interests. Reviews and point of interest (POI) descriptions are jointly modelled in a unified latent space, allowing us to deeply investigate the dependencies between guest feedbacks and the hotel neighborhood at different aggregation levels. The experiments performed on public TripAdvisor hotel-review datasets confirm the applicability and effectiveness of the proposed approach.
Highlights
Online hotel bookings have radically changed the hospitality industry
We explored the correlation between hotel reviews, ratings, and the nearest point of interest (POI) by analyzing review text and POI textual descriptions
The main goal of the empirical analysis was to identify relevant patterns, correlations and insights on hotel reviews, their contribution to the overall city-wide experience, and the influence of the geographical information carried by the POIs
Summary
Online hotel bookings have radically changed the hospitality industry. Thanks to the increasing availability of user-generated data, hotel reputation is nowadays strongly influenced by guest-provided ratings [1]. Online reviews are known to have a major impact on hotel revenues and on customer behaviours [2]. For these reasons, in the last decade the academic and industrial communities have devoted an increasing effort to analyzing hotel reviews and ratings. Since guest reviews are often related to the context in which the hotel is located, studying the correlations between hotel reviews the surrounding context is appealing. Understanding which POIs are influencing the hotel reviews and to what extent they relate guest opinions with the hotel ratings is a challenging task due to the following reasons:
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