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This study explored customer’s reviews on the TripAdvisor and identifies key themes, significant words, and sentiments expressed in these reviews. By using Latent Dirichlet Allocation (LDA) for topic modeling and sentiment analysis techniques to analyze 101,803 reviews posted on TripAdvisor for top 25 hotels over the world in December 2023. Topic modelling found that breakfast is a vital aspect that leaves a lasting impact on customers. Time-consuming, lack of precision, lack of diversity, and blandness are common restaurant faults that make consumers unhappy. When customers are no longer unfamiliar with cities scenarios, they prefer hotels or resorts along the sea or with a sea view in addition to the wilderness. Additionally, following the covid pandemic, customers are paying greater attention to cuisine, and the number of customers celebrating special occasions at hotels is increasing. These findings provide valuable insights for hospitality management research and practice in the context of luxury hotel experiences.

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Insights into Customer Experience in Luxury Hotels: A Topic Modeling and Sentiment Analysis Approach

  • 会议论文

  • 发表日期：

    2026年

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  • Khanh-Tuong Nguyen,
  • Thuy-Huong Thi Le,
  • Thai-Doan Dang

摘要

This study explored customer’s reviews on the TripAdvisor and identifies key themes, significant words, and sentiments expressed in these reviews. By using Latent Dirichlet Allocation (LDA) for topic modeling and sentiment analysis techniques to analyze 101,803 reviews posted on TripAdvisor for top 25 hotels over the world in December 2023. Topic modelling found that breakfast is a vital aspect that leaves a lasting impact on customers. Time-consuming, lack of precision, lack of diversity, and blandness are common restaurant faults that make consumers unhappy. When customers are no longer unfamiliar with cities scenarios, they prefer hotels or resorts along the sea or with a sea view in addition to the wilderness. Additionally, following the covid pandemic, customers are paying greater attention to cuisine, and the number of customers celebrating special occasions at hotels is increasing. These findings provide valuable insights for hospitality management research and practice in the context of luxury hotel experiences.