Sentiment Analysis for Hotel Reviews: A Systematic Literature Review

Abstract

Sentiment Analysis (SA) helps to automatically and meaningfully discover hotel customers’ satisfaction from their shared experiences and feelings on social media. Several studies have been conducted to improve the precision of SA in the hospitality industry, which vary in data preprocessing techniques, feature representation, sentiment classification levels, and models, and they use different datasets. Such variations are worthy of attention and monitoring. Despite the importance of SA in hospitality and tourism, review studies identifying gaps and suggesting future research directions are limited. This article introduces a systematic literature review to label and discuss state-of-the-art studies that deal with SA for hotel reviews.