Identifying memorable hotel experiences: analysis of TripAdvisor reviews

Abstract This article aims to (1) identify guests’ memorable experiences based on reviews posted TripAdvisor, (2) the differences in due hotel location, evaluation TripAdvisor and consumer sentiment. The study used quantitative methods: text mining, topic modelling, sentiment analysis. All (n = 34,992) for all Warsaw hotels included (N 99) were analysed. Seven topics of identified via Latent Dirichlet Allocation analysis: five very positive two negative. content analysis those allowed us extract six factors which include: view from floor, staff service, (3) breakfast restaurant, (4) location atmosphere, (5) pool, lounge, gym spa, (6) price (value money), as well negative factors: noise at night, booking check-in. In addition, it was found that differ depending city.