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28 jun 2024

In the fast-paced world of hospitality, understanding guest feedback is paramount. Enter sentiment analysis—an advanced tool that deciphers the emotions and opinions embedded within guest reviews. This technology is revolutionising how hospitality businesses comprehend and act on feedback, turning data into actionable insights.

What is Sentiment Analysis?

Sentiment analysis is a sophisticated technology that evaluates written reviews and determines the tone—positive, negative, or neutral. At Olery, our sentiment analysis tool goes beyond surface-level interpretations, extracting deeper insights to help you understand guest experiences comprehensively.

How Does Olery's Sentiment Analysis Work?

Olery’s sentiment analysis technology, particularly our latest Sentiment V2, analyses millions of reviews across multiple languages. By identifying specific keywords related to various hospitality aspects such as rooms, service, or amenities, our tool converts these insights into a numerical score out of 10. This fusion of sentiment and numerical data provides a clearer picture of guest satisfaction.

Why is Sentiment Analysis Crucial for Hospitality?

  1. Identify Strengths and Weaknesses: Sentiment analysis helps pinpoint areas where your property excels and where improvements are needed. For example, if reviews frequently mention excellent service but outdated facilities, you know where to focus your efforts.
  2. Enhance Guest Experience: By understanding the sentiments behind guest feedback, you can tailor your services to meet their expectations better. For instance, if guests are consistently praising the cleanliness but criticising the breakfast options, you can enhance the dining experience.
  3. Benchmarking Against Competitors: Olery's sentiment analysis allows you to compare your performance with competitors. This benchmarking helps you understand where you stand in the market and what you can do to gain a competitive edge.
  4. Track Progress Over Time: Monitoring sentiment trends over time helps track the effectiveness of changes and improvements. This ongoing analysis ensures that your property continually adapts to meet guest expectations.

Practical Applications of Olery's Sentiment Analysis

  • Operational Improvements: Use sentiment analysis to refine operations. For example, if guests frequently mention slow check-in processes, you can streamline your front desk procedures to enhance efficiency.
  • Marketing Insights: Understanding guest sentiments about your property’s amenities can shape your marketing strategies. Highlighting positively reviewed aspects like luxurious rooms or outstanding service can attract more guests.
  • Strategic Decision Making: Sentiment data provides a robust foundation for strategic decisions. Whether it's investing in new facilities or enhancing existing services, sentiment analysis guides you with data-driven insights.

A Case in Point: Improving Guest Satisfaction

Imagine a boutique hotel that receives mixed reviews about its spa services. By leveraging Olery's sentiment analysis, the management discovers that while guests love the spa's ambience, they often find the staff unprofessional. This insight leads to targeted staff training, transforming the spa experience and boosting overall guest satisfaction.


In today's digital age, where online reviews can make or break a business, sentiment analysis is not just a luxury but a necessity. Olery's advanced sentiment analysis tool equips hospitality businesses with the insights needed to elevate guest experiences and stay ahead of the competition. Embrace this technology and unlock the full potential of your guest feedback.

Discover how Olery's sentiment analysis can transform your hospitality business. Visit Olery to learn more and start leveraging guest feedback like never before.


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Find out more about making the best of your business with our reputation management tools at Olery www.olery.com and stay ahead of the game!

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