Customer Feedback and Sentiment Analysis for Hotel Services

In the era of digital transformation, the hospitality industry faces unique challenges and opportunities. With travellers increasingly relying on online reviews to make informed decisions, the role of sentiment analysis in the hotel sector has never been more critical. This comprehensive research aims to provide a profound understanding of sentiment analysis in the context of hotel reviews and delves into preprocessing and the application of state-of-the-art sentiment analysis techniques. The sentiment analysis model, based on SVM, achieved promising results in categorizing hotel reviews into positive, negative sentiments. The evaluation metrics indicate an accuracy of 82%. Visualizations such as the confusion matrix and ROC curve further demonstrate the model's effectiveness in distinguishing between positive and negative sentiments. The findings of this research shed light on the distribution of sentiments in hotel reviews, providing actionable insights for the hospitality industry.