Case Study: US Based Hotel Chain improves guest experience and repeat bookings with Algoscale

US based hotel chain leverage analytics to improve customer experience and increase repeat guests

US Based Hotel Chain, a Texas-headquartered limited-service hotel group operating more than 800 properties across the U.S., Canada, Mexico, and Honduras, wanted to better understand how guests rated its hotels across online review platforms and travel portals. The company needed a more scientific, data-driven way to interpret large volumes of unstructured guest feedback and identify the factors most affecting customer experience and repeat business.

Algoscale built an analytics solution that crawled reviews from Expedia and Tripadvisor, used NLP, clustering, topic modeling, and sentiment analysis to structure and analyze the text, and combined this with geo-spatial and revenue analysis in BI dashboards. The solution revealed that hotel location was a key driver of performance, with properties near airports doing better, and helped the client focus service improvements on strategically located hotels to boost satisfaction and retention.