A new hotel classification model combining guest reviews with official hotel classification systems: Bridging expert and consumer ratings

Abstract

This paper explores the potential of combining online guest reviews with hotel classification systems, focusing on the feasibility of incorporating such reviews at the star-classification level. Leveraging machine learning techniques on a database of Portuguese hotels and their corresponding ratings on Booking.com, this study reveals a weak association between official hotel star categories and mean review scores of satisfaction items rated by users during the review process, suggesting a discrepancy between official star-classifications and consumer expectations and experiences. Based on the results, a new classification model is proposed, which integrates a classification system based on Booking.com reviews alongside traditional star categories, aiming to complement hotel star-classifications with a further quality dimension as perceived by customers through online reviews. This model provides travellers with more informative and reliable information, facilitating decision-making in the hotel selection process.