Text Mining for Hospitality
December 1, 2010
The hospitality industry knows that success lives and dies according to customer perceptions. Many of these establishments employ methods of gathering customer feedback to enhance their services. But, as the article “Text Mining in Hotel Reviews” points out, many customers will tell a hotel one thing and then say something completely different in public. In order to get around this roadblock to excellent service, it’s necessary to perform sentiment analysis, in which customer opinions from other, “unofficial” sources are gathered. These sources can include Facebook, Twitter, and other social content engines. In this article, a comparison of the Bellagio and Bally’s in Las Vegas.
Bedbugs enjoy hospitality too.
The author discusses how he looked at different categories such as location, price, and rooms and gathered customer opinions from all over the web. This analysis had a surprising outcome that might not have been discovered had the hotels only relied upon their own surveys. Let’s hope that more hospitality establishments will follow this new trend in order to find out what their customers really want. Now if only they could do something about those bedbugs.
Laura Amos, December 1, 2010
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