What do guests actually say when they leave negative hotel reviews?

Although evidence suggests the majority of hotel reviews are, in fact, positive in nature, brands still need to dissect those that are not.

Recent sentiment analysis of around 5,000 one and two-star reviews for hotels in the US has given an illustration of some of the key issues that are cited in the feedback guests will share after a poor experience.

The study by hospitality CRM tech provider Ryan Solutions may not throw up many surprises in terms of the types of problems (cleanliness, staff, etc), but it does illustrate the depth to which such standards fall in the hotel sector.

Once non-descriptive words such as “and”, “a”, “are”, etc, are removed, Ryan was able to rank the following terms:

ryan words

NB: Bad hotel reviews image via BigStock.

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Kevin May

About the Writer :: Kevin May

Kevin May was a co-founder and member of the editorial team from September 2009 to June 2017.



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  1. Gad Bashvitz

    Interesting findings, thank you for sharing. OLSET recently released a sentiment map which shows positive and negative sentiments across ~50,000 hotels in the US. It can be found here: https://www.olset.com/sentiment-map (tnooz here:https://www.tnooz.com/article/articlearticlehotel-reviews-sentiment-map/)


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