Fusing hotel ratings and reviews with hesitant terms and consensus measures


People have come to refer to reviews for valuable information on products before making a purchase. Digesting relevant opinions regarding a product by reading all the reviews is challenging. An automated methodology which aggregates opinions across all the reviews for a single product to help differentiate any two products having the same overall rating is defined. In order to facilitate this process, rating values, which capture the overall satisfaction, and written reviews, which contain the sentiment of the experience with a product, are fused together. In this manner, each reviewer’s opinion is expressed as an interval rating by means of hesitant fuzzy linguistic term sets. These new expressions of opinion are then aggregated and expressed in terms of a central opinion and degree of consensus representing the agreement among the sentiment of the reviewers for an individual product. A real case example based on 2506 TripAdvisor reviews of hotels in Rome during 2017 is provided. The efficiency of the proposed methodology when discriminating between two hotels is compared with the TripAdvisor rating and median of reviews. The proposed methodology obtains significant differentiation between product rankings.

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This research has been partially supported by the Secretary of Universities and Research of the Department of Enterprise and Knowledge of the Generalitat de Catalunya (2017 DI 086) and by the INVITE Research Project (TIN2016-80049-C2-1-R and TIN2016-80049-C2-2-R (AEI/FEDER, UE)), funded by the Spanish Ministry of Science and Information Technology.

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Correspondence to Núria Agell.

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Nguyen, J., Montserrat-Adell, J., Agell, N. et al. Fusing hotel ratings and reviews with hesitant terms and consensus measures. Neural Comput & Applic 32, 15301–15311 (2020). https://doi.org/10.1007/s00521-020-04778-x

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  • Hesitant fuzzy linguistic term sets
  • Linguistic decision making
  • Consensus models
  • Tourism
  • Reviews