Extraction of Hints and Advice from Hotel Reviews for Improving Small Hotel Management

There are various kinds of and huge amounts of hotel information both from providers and customers. Hotel information by hotels and travel agents are reliable. A much large number of reviews by general users are available, which might be less reliable compared to the official ones. However, those reviews are helpful, since we can hear their personal experience and opinion. This paper proposes a method to find hints and advice for improving small hotel management by extracting and analyzing the feature words of reviews. This paper focuses on the secondary major words and compares their occurrence probabilities in the business customer´s review with the family customer´s review. A visual interpretation is proposed by mapping the feature words on Word Net.