• Vinay Ch
• Sairam Moturi

In the current era, the challenges for firms are customer retention and customer acquisition. The study aims to understand the experiences of hotel customers and the expectations of the customers. Customers’ data can be helpful to improve the services and to reduce service failure. We did text analysis to find out the satisfaction and dissatisfaction factors by doing sentiment analysis, polarity method, and a bag of words methods, cluster analysis, and topic modeling. 5543 reviews are extracted from TripAdvisor.com; we applied text analysis on reviews by rating wise. Good and excellent reviews have a positive polarity, and worst and bad reviews have a negative polarity. The common themes between positive and negative ratings are Hotel, breakfast, and the core product room and facilities in the room. The negative topics between positive and neutral ratings are hotel, breakfast, and amenities provided by the hotel. We did the sentiment analysis of online reviews by positive and negative ratings. Surprisingly, in positively rated reviews customers spoken negatively about a hotel, but the percentage is very minimum. Further study, can use advanced text mining analysis to know in-depth analysis.

Online reviews, Sentiment Analysis, Polarity Score, Customer satisfaction

"WHAT THE EXPECTATIONS AND EXPERIENCES OF HOTEL CUSTOMERS? TEXT ANALYSIS OF ONLINE REVIEWS", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 6, page no.910-926, June-2019, Available :http://www.jetir.org/papers/JETIR1906276.pdf

"WHAT THE EXPECTATIONS AND EXPERIENCES OF HOTEL CUSTOMERS? TEXT ANALYSIS OF ONLINE REVIEWS", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 6, page no. pp910-926, June-2019, Available at : http://www.jetir.org/papers/JETIR1906276.pdf