Reversing a 15% Booking Decline by Decoding Guest Sentiment Whispers

How a luxury hotel chain used aspect-based sentiment analysis of online reviews to pinpoint and rectify critical service gaps.

Identified two core operational issues (Wi-Fi and breakfast quality) causing a 15% booking decline. Targeted improvements led to a recovery of all lost bookings plus an additional 5% growth, and boosted the chain's average sentiment score from 3.6 to 4.2 within six months.