This research explores the relationship between customers' emotions and sentiments generated by the interaction with robots in hotels and the potential effect on the hotel's rating. To this end, text mining techniques are applied to TripAdvisor reviews by using Python 3.9.4. The results indicate a relationship between the emotions and sentiments detected in the reviews, the robots' functional typologies and traveller categories. The originality of this research is mainly found in the quantification of the relationship between robot functionality, traveller type and rating given to the hotel considering the emotions and sentiments that emerge from the functional dimension of robots implemented in hotels.

本研究探讨了与酒店机器人互动产生的顾客情绪和情绪之间的关系以及对酒店评级的潜在影响。为此，使用 Python 3.9.4 将文本挖掘技术应用于 TripAdvisor 评论。结果表明评论中检测到的情绪和情绪、机器人的功能类型和旅行者类别之间存在关系。本研究的独创性主要在于量化机器人功能、旅行者类型和酒店评级之间的关系，考虑到酒店实施机器人的功能维度产生的情绪和情绪。