Inconsistencies Discovered in Hotel Review Scores

    A new study from the Center for Hospitality Research (CHR) has discovered that when hotel guests post a review of their stay accompanied by a numerical rating, the comments and ratings do not always complement each another, with the negative comments having more of a significant influence on the guests’ ratings than the more satisfied and positive reviews. The authors believe that hoteliers could benefit from text analytics who can gather more specific and reliable information to improve guest experience. Read more here.

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