A method for Vietnamese Hotel Online Rating based on Big Data Analysis: Vietnames Hotel Rating based on Big Data analysis

Abstract

The rapid growth of online booking websites has created a new trend in hotel star rating based on customer reviews. Therefore, there is a discrepancy between hotel ratings by traveler on the Internet and hotel ratings according to national standards, especially for 4–5 stars hotels. In recent years, a number of hotel rating organizations on the world have incorporated Internet star rating standards to update their hotel star rating standards. In Vietnam, the hotel star rating standards have been updated since 2015 and have not yet approached online hotel star ratings. In this study, a new hotel rating method is proposed using Internet traveler reviews for rating. Data was collected from TripAdvisor about hotels in Vietnam from 4-5 stars of 5 major cities. Deep neural network model is used to classify hotels from 3 to 5 stars. The results shown that, the deviation between online rating and actual star rating is 0.6. This is also a suggestion for hotel managers to understand about their customers and improve the quality of their hotels to match the common standards of many different customers around the world.