Is it really the traveller’s choice?
Mandarin Oriental Hotel Group has hotels, resorts, and residences in 27 countries all over the world. In 2019, their hotel in Paris was a winner of Travellers’ Choice. Travellers’ Choice is Tripadvisors annual award, recognizing the best hotels in different categories based on reviews and opinions from millions of travellers.
We thought it could be interesting to see how guests talk about one of the Travellers’ Choice Hotels. So we took 1 368 reviews about Mandarin Oriental Paris posted on Tripadvisor and ran them through Gavagai Explorer.
Here are 4 things we found out!
The topic “modern” was talked about a lot in 2011-2013 when the hotel opened. Since then, the topic has decreased in occurrence.
The topic “large” has a higher grade than the overall average: 4,92 / 5 compared to 4,80 / 5. It often occurs together with “bedrooms” and “bathrooms”.
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Reviewers who mention the topic “cost” seem to decrease the grade: from the overall average of 4,80 to 4,44. Analyzed over time, this topic was talked about more often some years ago.
Reviewers who mention the topic “shopping” seem to give a higher grade than the overall average, 4,88 / 5 compared to 4,80 / 5. This topic is often mentioned together with “location”.
What can we tell from this?
One thing we found interesting was that the topic “modern” was talked about quite often (in about 40% of the reviews) when the hotel opened. Today, the topic is mentioned in less than 10% of the reviews. What was modern in 2011 is probably not as relevant today. To stay competitive and relevant, Mandarin could investigate interior designers and look into how their interior compares to other hotels.
The topic “cost” seems to be a negative driver for the grade. This topic was also talked about more in the early days of the hotel. Since Mandarin Oriental is an exclusive hotel, guests should not be surprised by the price. However, there might have been a discrepancy between expectation and reality. Since the topic is talked about less these days, it seems that the hotel has been more successful in its marketing.
Several reviewers mention the topic “large”. Since the large rooms seem to be something that drives the customer score up, the hotel can emphasize the size in their marketing material.
Want to try this kind of analysis on your own data?
Gavagai Explorer is free to try (no credit card needed) and works in 46 languages.
Gavagai is a Swedish language-tech company using advanced AI to help businesses analyze text and feedback – so they can understand their customers better. Spun off from the Swedish Institute of Computer Science, our Word Space Technology has grown and improved over 20 years, and our research team has published more than 400 academic papers.