This study analyzes how customers' online review sentiments (positive, negative, and neutral valence) and lodging experience vary across luxury, mid-tier, and low-tier hotels using the Theory of Lodging (ToL). This study investigated how customers rated the hotel's performance based on their subjective vs. objective evaluation of the lodging experience. The Sensitivity analysis and NLP method are used to determine how various aspects of hotel lodging services are related to various sentiments. Additionally, this study examined how external factors (beyond lodging) like walking facility, external attraction, and type of hotel influenced hotel review valence. Results found the significant effects of these factors on review valence. Interestingly, travelers in luxury hotels adopted a subjective evaluation approach, whereas those in low-tier hotels adopted an objective evaluation approach. This study contributes to hospitability and tourism consumption literature by integrating the ToL with the tourism environment to provide a satisfying touring experience.

本研究使用住宿理论 (ToL) 分析客户的在线评论情绪（正面、负面和中性效价）和住宿体验在豪华、中档和低档酒店中的差异。本研究调查了顾客如何根据他们对住宿体验的主观与客观评价来评价酒店的表现。敏感性分析和 NLP 方法用于确定酒店住宿服务的各个方面与各种情绪的关系。此外，本研究还调查了步行设施、外部吸引力和酒店类型等外部因素（住宿以外）如何影响酒店评论效价。结果发现这些因素对评论效价有显着影响。有趣的是，豪华酒店的旅行者采用了主观评价方式，而低档酒店的则采用客观的评价方式。本研究通过将 ToL 与旅游环境相结合以提供令人满意的旅游体验，从而为好客性和旅游消费文献做出贡献。