Heritage Hotel Insights: A Comprehensive Analysis of Customer Reviews and Sentiments

Abstract

Purpose: This study involves analysing the online feedback from customers about The Royal Heritage Haveli, a heritage hotel located in Jaipur. The aim is to perform sentiment analysis on reviews through polarity classification to ascertain the overall sentiment conveyed in the collected reviews.

Design/methodology/approach: A comprehensive collection of 1,268 consumer reviews regarding the hotel was gathered from the Trip Advisor platform. The Beautiful Soup library in Python was utilized for web scraping activities. The data was subjected to pre-processing and analysis using the Orange data mining program. The VADER sentiment analysis method is employed to evaluate the polarity and general sentiment of the reviews. The study classifies review sentiments into three distinct categories: positive, neutral, and negative.

Findings: An examination of tone and topic of internet reviews of The Royal Heritage Haveli has revealed interesting information about the entire guest experience. After evaluating the thoughts expressed by reviewers, it is clear that a significant majority communicate a sense of optimism, as they express happiness and joy. The analysis of emotions indicates a favorable tendency towards many components of the historic hotel.

Originality/value: This study represents a unique effort to analyze online customer reviews of The Royal Heritage Haveli by employing a text-mining methodology. The objective is to determine the sentiment scores of these reviews to ascertain levels of pleasure and dissatisfaction.