earticle

영어

The adoption of the Internet of Things (IoT) in the hospitality industry is transforming guest experiences and operational efficiency. However, little is known about how IoT influences guest sentiment across different hotel ranks and seasonal contexts. This study addresses the gap by analyzing online hotel reviews using a text mining approach. We develop an IoT-specific relevance score to quantify IoT-related content and assess its impact on review sentiment. The results reveal that IoT enhances guest sentiment in low-tier hotels, particularly during peak seasons. In contrast, IoT shows no significant impact in high-tier hotels, suggesting that luxury hotel guests perceive IoT as a standard offering rather than an added value. These findings emphasize the need for a tailored IoT strategy based on hotel rank and seasonality, providing practical insights for hotel managers and advancing research on IoT-driven guest experiences.