3. Complaint Resolution Through sentiment analysis, after a review has been classified as negative, we can find the theme behind that negative review and know the exact paint point of the consumer. In that case, the particular complainant maybe approached with an apology for inconvenience and a possible resolution in terms of compensation or complementary services. Additionally, that paint point be paid heed to immediately to avoid more such unpleasant experiences. 4. Competitor Benchmarking Who better than the consumer’s themselves to tell you, what they like more about a competitor’s service Thus, reviews, especially the good one can help hotels in doing competitive benchmarking. To know what is trending in the market. What hotels are directly competing with you in your market and what to aim at in order to acquire more and more customers. In case of negative reviews too, you get to the competitor’s weak points which can then be used in special ways in advertising to lure the customer.
