https://revistaschilenas.uchile.cl/handle/2250/36728 [0-9]{4} Wed, 06 May 2026 06:12:22 GMT 2026-05-06T06:12:22Z https://revistaschilenas.uchile.cl:443/bitstream/id/eaf6cf46-d736-4e3c-b333-e052ef3d5d4d/ https://revistaschilenas.uchile.cl/handle/2250/36728 https://revistaschilenas.uchile.cl/handle/2250/254461 Beyond the Reviews: Unveiling the Hotel Experience Through Text Mining ABSTRACTIn hotel management, it is crucial to understand the factors that are essential to customer satisfaction and loyalty. This study aims to determine the attributes influencing tourist experiences in hotels in Santiago, Chile. The methodology consists of text mining, sentiment analysis, and binary logistic regressions were employed to analyze 1,467 online reviews from 10 hotels extracted from the Booking.com platform. Results highlight those comments on infrastructure, location, food, and staff, with similar  sentiments. Additionally, it was found that the likelihood of a positive experience significantly increases when location, amenities, and price-quality ratio are adequate. It is concluded that data mining and sentiment analysis are practical tools to comprehend key attributes of the hotel experience, whose enhanced management could substantially enhance guest satisfaction and loyalty. Keywords: Data mining, hospitality, sentiment analysis, touristic experiences, Chile.Received: 2024-08-04 Accepted for publication: 2024-09-08 Published: 2024-12-30RESUMENEn la gestión hotelera, es crucial comprender los factores que resultan esenciales para la satisfacción y fidelización de los clientes. Este estudio tiene como objetivo determinar los atributos que influyen en las experiencias de los turistas que hospedan en hoteles de Santiago, Chile. La metodología consiste en técnicas de minería de textos, análisis de sentimientos y regresiones logísticas binarias para analizar 1,467 reseñas en línea de 10 hoteles extraídas desde la plataforma Booking.com. Los resultados destacan que los comentarios se concentran en la infraestructura, ubicación, comida y personal, con sentimientos similares. Además, se halló que la probabilidad de una experiencia positiva aumenta significativamente cuando la localización, las amenidades y la relación precio-calidad son adecuadas. Se concluye que la minería de datos y el análisis de sentimientos son herramientas efectivas para comprender los atributos clave de la experiencia hotelera, cuya gestión mejorada podría aumentar sustancialmente la satisfacción y la lealtad de los turistas. Palabras clave: Minería de datos, hotelería, análisis de sentimiento,experiencia turística, Chile. https://revistaschilenas.uchile.cl/handle/2250/254461 https://revistaschilenas.uchile.cl/handle/2250/254460 Dichotomies between needs and decisions in the construction of tourism governance. The case of Cuenca del Lago Ranco This research is carried out in the destination “Cuenca del Lago Ranco” in Chile, and analyzes the observations that touristic actors have, the strengths, weaknesses and opportunities of the territory, to project a governance model suitable to the destination. Through a series of exploratory interviews, participant observation and secondary data analysis, it is possible to identify that there is a difference between the real needs detected and stated in the proposal, and the decisions that are being executed for the construction of a governance model. This decision would opt for a mainly public and low participation approach for the private sector, with the contradictions that this entails based on the theories and models that the literature recommends https://revistaschilenas.uchile.cl/handle/2250/254460 https://revistaschilenas.uchile.cl/handle/2250/254459 Procedure to evaluate the impact of crises on hotel facilities The hotel industry faces a series of challenges and crisis situations that can have significant repercussions on its operations, profitability, and reputation. From natural disasters such as earthquakes and hurricanes to economic crises and public health situations like pandemics, these contingencies can cause significant disruptions in hotel operations and affect guest demand. It is essential to understand how crises impact hotel facilities and what measures can be taken to mitigate negative effects and achieve a rapid recovery. The main objective of this research is to assess the impacts of the COVID-19 crisis on the Brisas Guardalavaca hotel through a procedure that collects and analyzes relevant data to evaluate the direct and indirect impacts of the crisis on the hotel and identify its main strengths and weaknesses in this regard. Indeed, the results indicate a negative impact caused by the pandemic and identify areas for implementing improvement actions. https://revistaschilenas.uchile.cl/handle/2250/254459 https://revistaschilenas.uchile.cl/handle/2250/254454 Scientific production on tourism experience in Scopus: a bibliometric study Tourism experience has become a central element in the tourism industry. The bibliometric study aimed to map the scientific production of tourism experience in scientific articles available in Scopus, identifying the main trends, emerging research areas, and knowledge gaps. A search was conducted using the descriptor "tourism experience" in the title, abstract, and keywords of scientific articles. The results were processed in Biblioshiny to analyze the most relevant journals, authors with the highest impact. The research was complemented by content analysis of the selected articles to identify the main lines of research. The global leadership of China in generating studies on tourism experience was revealed, while the United States stands out for the quality and impact of its research. There is a trend toward studying memorable tourism experiences concerning constructs such as perceived image, satisfaction, and loyalty. Tourism experience research has developed from different perspectives, including the co-creation of experiences, the impact of technology, and the importance of authenticity. The field of tourism experience is well established, with a growing scientific output; however, there are emerging research areas. Keywords: bibliometric indicators, tourism experience, scientific literature, Scopus, BiblioshinyReceived: 2024-10-26 Accepted for publication: 2024-11-25 Published: 2024-12-30RESUMENLa experiencia turística se ha convertido en un elemento central en la industria turística. El estudio bibliométrico tuvo como objetivo mapear la producción científica sobre experiencia turística en artículos científicos disponibles en Scopus, identificando las principales tendencias, áreas de investigación emergentes y brechas de conocimiento. Se realizó una búsqueda utilizando los descriptores "tourism experience" en el título, resumen y palabras clave de artículos científicos. Los resultados fueron procesados en Biblioshiny para analizar las revistas más relevantes, los autores con mayor impacto. Se complementó la investigación con análisis de contenido de los artículos seleccionados para identificar las principales líneas de investigación. Se reveló un liderazgo global de China en la generación de estudios sobre experiencia turística, mientras Estados Unidos destaca por la calidas e impacto de sus investigaciones. Existe una tendencia hacia el estudio de la experiencia turística memorable en relación con constructos como la imagen percibida, la satisfacción y la lealtad. La investigación sobre experiencia turística se ha desarrollado desde diferentes perspectivas, incluyendo la co-creación de experiencias, el impacto de la tecnología y la importancia de la autenticidad. El campo de la experiencia turística está bien establecido, con una creciente producción científica; sin embargo, existen áreas de investigación emergentes.Palabras clave: indicadores bibliométricos, experiencia turística, literaturacientífica, Scopus, Biblioshyni https://revistaschilenas.uchile.cl/handle/2250/254454