How can this five-star hotel improve?
Pan Pacific Hotel Group is a hotel and resort company based in Singapore. It is one of the most established hotel companies in Asia, with hotels in several different continents. One of their hotels is located in Singapore, close to the shopping mall Marina Square.
We wanted to see how guests talk about Pan Pacific’s five-star hotel in Singapore. Therefore, we collected 1 216 reviews about the hotel posted on Booking.com and analyzed them with Gavagai Explorer.
Here are 4 things we found out!
The topic “lift” seems to have a negative impact on the grade. It is often mentioned together with “slow” but it only occurs in 2% of the reviews.
The topic “staff” is often mentioned together with “friendly” and “professional”. It appears to have a positive impact on the grade and it is mentioned in 21% of the reviews.
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Reviewers who mention the topic “shopping mall” seem to give a slightly higher grade than the overall average: 4,70 / 5 compared to 4,58 / 5. This topic is often mentioned together with “location” and “connected”.
“Bathroom” seems to have a negative impact on the grade, especially when it is mentioned together with “clean”. The average grade for “bathroom” is 4,45 / 5, compared to the overall average of 4,58 / 5.
What can we tell from this?
The average grade for the hotel is high (4,58) and guests really seem to like it. Several reviewers talk about the friendly staff and even though the hotel is large, it seems that they have succeeded in making their guests feel welcome. However, our analysis shows that there are some things the hotel can do to improve the grade.
One thing we saw in our analysis was that some guests talk about the lifts. The topic is not spoken about a lot but since Pan Pacific is a 5-star hotel, they have a lot of pressure to improve every aspect of the hotel. Reviewers talk about the lifts together with topics such as “slow”, “long” and “waiting”. Some guests think that there are not enough lifts for such a large hotel, resulting in a long wait. The hotel might not be able to increase the number of lifts, but maybe they can make the wait more pleasant.
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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.