2019 International Conference of Artificial Intelligence and Information Technology (2019 ICAIIT)

1 / 2018-07-05 23:49:59

Hotel Maintenance Issue Classifier and Analyzer using Machine Learning and Natural Language Processing

Machine Learning,,Natural Language Processing,Support Vector Machines

Hospitality and tourism industry websites such as TripAdvisor, Agoda, Expedia, attract a lot of customers that book hotels on a regular basis. Modern trend is for most tourists to book hotels through online websites due to the convenience and discounts. When a customer visits a hotel they usually leave a positive or negative review about the hotel and their experience on the respective booking website. The problem is that most large hotel chains have an issue of prioritizing and classifying these complaints. In the hospitality and tourism industry, there are many applications for customers related to that area (such as hotel aggregators) but there are only very few applications for the hotel management to improve their workflow and provide a better service to the customers. The suggested solution, Revyew, is to explore a method to analyze hotel reviews and extract maintenance related problems and present them in a user-friendly way for the hotel management to take the necessary action.