What do emotions say about guest satisfaction?: Hotel Moliceiro Case Study

Abstract

The interaction with others and the demand for information has been changing with the growth of the internet and the increase of eWOM sharing platforms. Online reviews are thus the most widely used source of information and the emotions conveyed through them can be indicative of guest satisfaction. The present case study focuses on Hotel Moliceiro, a 4-star boutique hotel located in the city centre of Aveiro. The research consists mainly of descriptive and emotional analysis of 416 TripAdvisor reviews of Hotel Moliceiro, using tools such as IBM Watson Tone Analyzer. The data collected was duly analysed and compared and it is possible to conclude that there are behavioral differences regarding the month and type of trip, the language of the review and the origin and gender of the guests.