Exploring the Hotel Experience in a Cultural City through a UGC Analysis

Abstract

A large amount of information is generated on social platforms linked to tourism activity. It is necessary to explore this information using analysis techniques based on Big Data since the result greatly values decision-making. This paper aims to evaluate the titles of the reviews published on Tripadvisor about 3 and 4-star hotels of a World Heritage City (Cáceres, Extremadura, Spain) to outline the attributes most valued by tourists. Content analysis was performed using the user-generated content (UGC) in Tripadvisor, together with techniques that facilitated the processing of the data to discover the most important characteristics assessed by clients during their stays. The analysis shows a positive evaluation of the hotels in the city of Cáceres, highlighting the hotel stay, location, service, and value for money as the most outstanding elements. Based on the results obtained, a series of recommendations have been put forward to improve hotel services, such as online promotion, the integration of comment analysis as a critical pillar for decision-making or the application of business intelligence systems. It is worth noting the importance that the implementation of Big Data techniques of analysis has for the sector, allowing for better knowledge of clients and helping to maintain a competitive position in the market.

Destination Image Semiotics: Evidence from Asian and European Upscale Hospitality Services

“…Hosp. 2024, 5 the most OTRs are TripAdvisor in the hospitality [11] and tourism [12] industry and Airbnb [13,14] in the peer-to-peer accommodation sector.…”

Review Evaluation for Hotel Recommendation

“…Online travel communities [1][2][3][4] provide a platform where some tourists can post their opinions about the beauty of tourist attractions, the service quality of hotels and restaurants, and their impressions of the travel facilities. Other potential tourists, who have not yet taken that trip, may browse the opinions and experiences before their tour [5]. This information, though huge and continuously generated, can affect the decisions of these first-time visitors, especially their decisions about which hotels they will stay at.…”