Know your guests’ preferences before they arrive at your hotel: evidence from TripAdvisor

Purpose Toward achieving a better guest experience, the current study aims to use word frequency comparison technique evaluate types of attributes and services that are used most frequently in guests’ five- one-star reviews on TripAdvisor. The working-paper also investigate differences between written by men women. Design/methodology/approach A combined sentiment text analysis was applied 329,849 UK hotel from TripAdvisor identify factors influence customer satisfaction, including those with gender differences. Findings present findings reveal important male- female-produced terms. results show female travelers pay more attention hotel’s core products their comfort compared male travelers. In terms food beverage, men’s comments tended focus pubs, beer certain food. contrast, women’s were likely be related healthy eating, such as homemade, vegan vegetarian foods, well fruits breakfasts. Women soft skills staff friendliness, helpfulness welcoming messages. Practical implications While stay remain crucial for all guests, disparities exist language women describe them. For products, room’s cleanliness, features bed, pillow, blanket, towel, toiletries decoration, whereas layout, size type room. Hotels may segmentation variable these marketing campaigns. Originality/value This is one first studies offering insights into reactions preferences at national level. Following novel method, this has listed ranked differentiated them based gender.