Forecasting Hotel Room Occupancy Using Long Short-Term Memory Networks with Sentiment Analysis and Scores of Customer Online Reviews

• Published in: Applied sciences Vol. 11; no. 21; p. 10291
• Main Authors: Chang, Yu-Ming, Chen, Chieh-Huang, Lai, Jung-Pin, Lin, Ying-Lei, Pai, Ping-Feng
• Format: Journal Article
• Language: English
• Published: Basel MDPI AG 01.11.2021
• Subjects: Accuracy; Algorithms; Back propagation networks; Booking systems; Correlation analysis; Customers; Deep learning; forecast; Forecasting; Forecasting techniques; Gaussian process; General regression neural networks; hotel room occupancy; Hotels; Hotels & motels; Hypotheses; Internet; Investigations; Long short-term memory; long short-term memory networks; Machine learning; Methods; Neural networks; Occupancy; online reviews; Performance management; Prices; Revenue management; Reviews; Sentiment analysis; Support vector machines; Tourism; Trends; United States > US
• ISSN: 2076-3417; 2076-3417
• DOI: 10.3390/app112110291

For hotel management, occupancy is a crucial indicator. Online reviews from customers have gradually become the main reference for customers to evaluate accommodation choices. Thus, this study employed online customer rating scores and review text provided by booking systems to forecast monthly hotel occupancy using long short-term memory networks (LSTMs). Online customer reviews of hotels in Taiwan in various languages were gathered, and Google’s natural language application programming interface was used to convert online customer reviews into sentiment scores. Five other forecasting models—back propagation neural networks (BPNN), general regression neural networks (GRNN), least square support vector regression (LSSVR), random forest (RF), and gaussian process regression (GPR)—were employed to predict hotel occupancy using the same datasets. The numerical data indicated that the long short-term memory network model outperformed the other five models in terms of forecasting accuracy. Integrating hotel online customer review sentiment scores and customer rating scores can lead to more accurate results than using unique scores individually. The novelty and applicability of this study is the application of deep learning techniques in forecasting room occupancy rates in multilingual comment scenarios with data gathered from review text and customers’ rating scores. This study reveals that using long short-term memory networks with sentiment analysis of review text and customers’ rating scores is a feasible and promising alternative in forecasting hotel room occupancy.