The key parameters mentioned in hotel guest reviews are service, location, food, cleanliness, price and room size. However, the well debated wifi/internet availability takes a back seat.
TrustYou, the online reputation management company, has analyzed hundreds of thousands of reviews with over one million sentiments among 250+ websites to discover the top raves and rants from hotel guests.
TrustYou's second annual Rants & Raves report reflects (almost) similar parameters between top 10 raves and rants. For example: "dirty room" sentiment takes the third place in top 10 rants, however, "good room" sentiment takes the third place in top 10 raves.
The good news for hotels is that the number of positive comments outnumbers the negative by a considerable margin. For example: mentions of "great service (friendly/professional/efficient service)" have nearly 11 times the number of comments than bad service (last year the good outweighed the bad by nearly nine times the volume).
Clean rooms outweighed dirty rooms by more than four times the feedback, and good food trumped bad food by more than seven times the feedback.
The top four compliments remained in the same positions year-on-year: service, location (data proves hotel location improves tourism), room and food/restaurant.
There are nearly six times more positive comments than negative, these findings are consistent with last year. About 81% of the reviews analyzed are positive.
Internet sentiment takes a back seat
Interestingly, the well debated feature of internet/wifi availability (for free, for a fee, bandwidth, connectivity etc) in hotels doesn't figure in the top 10 rave/rant sentiments. Rather it takes the 15th place for "bad internet" sentiment and 20th place for "expensive/overpriced internet" as a rant with just over 1,000 total mentions.
This rant about internet/wifi pricing is almost 100 times less compared to the top rave sentiment with 100,000 mentions. This is also the first time this rant has made it to the top 20.
Recently, a service called HotelWiFiTest was launched enabling guests to post the hotel internet/wifi speed test results in social media.
On the list of raves, mentions of affordable/free Internet have dropped by 47%.
Top 10 Rants
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Top 10 Raves
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NB: Happy & sad image via Shutterstock.