Consumer Sentiment and Hotel Aspect Preferences Across Trip Modes and Purposes

Travelers’ perceptions of hotels and their aspects have been the focus of much research and are often studied by analyzing consumers’ online reviews. Yet, little attention has been given to the effect of the trip mode, i.e., whether the person travels alone or with others, on travelers’ preferences as sentiment. Here, we study the influence of the trip mode and purpose using a mixed-methods approach. We conducted a user study to evaluate the perceptions of reviews across trip modes and found that star ratings do not consistently capture the sentiment in text reviews; on average, solo travelers’ text reviews are perceived as more negative than the star ratings they assigned, whether they travel for business or pleasure. We then analyzed over 137,000 reviews from TripAdvisor and Venere and found that a co-occurrence network approach naturally divides the text of reviews into hotel aspects. We used this result to measure the importance of hotel aspects across various traveler modes and purposes and identified significant differences in their preferences. These findings underscore the need for personalized marketing and services, highlighting the role of trip mode in shaping online review sentiment and traveler satisfaction.