A CASE STUDY OF IMPACT ON THE TOP 5 ONLINE RATINGS AND

REVIEWS OF CUSTOMER SATISFACTION YEAR 2021-2023 AT

FERNANDOS HOTEL SORSOGON CITY

A research Paper Presented to the

Faculty of the Hospitality Department

ACLC COLLEGE OF SORSOGON

Sorsogon city

Sorsogon

In Partial Fulfillment

Of the Requirements of the Degree

BACHELOR OF SCIENCE IN HOTEL AND RESTAURANT MANAGEMENT

By:

ESTREMERA, JOHN MARK F.

JUNE 2024
 ACLC COLLEGE SORSOGON CAMPUS

APPROVAL SHEET

In partial fulfillment of the requirements for the degree of Bachelor of Science in Hotel
and Restaurant Management, this feasibility entitled ““A CASE STUDY OF IMPACT
ON THE TOP 5 ONLINE RATINGS AND REVIEWS OF CUSTOMER
SATISFACTION YEAR 2021-2023 AT FERNANDOS HOTEL SORSOGON CITY
”’’ prepared by Mr. John Mark F. Estremera is hereby submitted for oral defense
examination.

Examined and approved by the Oral Examination Committee with grade of 15th on
June 2024.

Prof. Ian Guillermo CGSP, M.B.A., M.P.A

Chairman

Accepted in partial fulfillment of the requirements for the degree of Bachelor of Science
in Hotel and Restaurant Management.
___________________
Mr. Ian Q. Guillermo CGSP, M.B.A, M.P.A.
Dean Hospitality Department

Rachelle D. Castro
School Director
 ACLC SORSOGON COLLEGE
Magsaysay Avenue Sorsogon City

COLLEGE OF HOTEL AND RESTAURANT MANAGEMENT

CERTIFICATION ORAL DEFENSE

This is to certify that Ms./Mr. John Mark F. Estremera completed the oral defense
panel with the title “” A Case Study of Impact of the Top Five Online Ratings and
Reviews of Customer Satisfaction Year 2021-2023 at Ferrnandos Hotel
Sorsogon City on June 15, 2024, with the grades of ________

COMMITTEE COMPOSITION REMARKS SIGNATURE

Mr. Ian Q. Guillermo __ Chairman __________ __________

Committee Finding: (Passed) (Re-Defense) (Failure)

Recommending Approval:

Approved by:
Ian Q. Guillermo CGSP, M.B.A, M.P.A
Dean, Hotel Restaurant Management

Rachelle D. Castro
School Director
 ACLC SORSOGON COLLEGE
Magsaysay Avenue Sorsogon City

COLLEGE OF HOTEL AND RESTAURANT MANAGEMENT

APPLICATION FOR PRESENTATION OF TITLE THESIS

ORAL DEFENSE

Name of Student USN No.

John Mark F. Estremera 2000306000

Title of Thesis Proposal: A Case Study of the Impact of Top Five Online Ratings
and Reviews of Customer Satisfaction Year 2021-
2023 at Fernandos Hotel Sorsogon City
Date of Presentation: June 15, 2024

Time and Place: 9:00 am at ACLC College of Sorsogon,

COMMITTEE 00 REMARKS SIGNATURE

Mr. Ian Q. Guillermo Chairman __________ __________

Committee Finding: (Approved) (Re-defense) (Failure)

Approved by:

Ian Q. Guillermo CGSP, M.B.A, M.P.A

Dean, Hotel Restaurant Management

Rachelle D. Castro
School Director
 ACLC SORSOGON COLLEGE
Magsaysay Avenue Sorsogon City

COLLEGE OF HOTEL AND RESTAURANT MANAGEMENT

RECOMMENDATION FOR ORAL EXAMINATION

This undergraduate thesis entitled “A Case Study of the Impact of Top Five Online
Ratings and Reviews of Customer Satisfaction Year 2021-2023 at Fernandos
Hotel Sorsogon City” Prepared and submitted by John Mark F. Estremera. In partial
fulfillment of the requirements for the degree of Bachelor of Science in Hotel and Restaurant
Management, has been examined and recommended for oral examination

Ian Q. Guillermo CGSP, M.B.A, M.P.A

Dean, Hotel Restaurant Management

Rachelle D. Castro
School Director
 ABSTRACT

This case study explores the impact of online guest reviews on customer satisfaction
at Fernando's Hotel in Sorsogon City, Philippines. The study focuses on the top five
online ratings and reviews left by guests between 2021 and 2023. A manual review
process to ensure accuracy and capture specific details within the reviews.
The analysis identified staff interactions and location as the most positively reviewed
aspects, with 36.3% and 26.1% positive feedback, respectively. This highlights the
importance of friendly and helpful staff, as well as a convenient hotel location, for guest
satisfaction. Room quality (15.5% positive, 31.3% negative), food (9.5% positive,
18.1% negative), ambiance (7.1% positive), and amenities (5.3% positive, 24.2%
negative) received varying levels of positive and negative feedback. This suggests
potential areas for improvement in these areas. While staff interactions received high
positive sentiment, negative feedback (12.1%) indicated a need for ongoing efforts to
maintain service quality. Recommendations are provided to address these areas,
including enhancing room conditions, upgrading amenities, improving food quality, and
maintaining high service standards through ongoing staff training. Implementing these
strategies is expected to significantly improve guest satisfaction and contribute to
positive word-of-mouth marketing, increased guest loyalty, and potentially higher
occupancy rates.
 ACKNOWLEDGEMENT

I would like to acknowledge and give my warmest thanks to my professor Mr. Ian
Guillermo who made this work possible. His guidance and advice carried me
through all the stages of writing my research.

I would also like to extend my gratitude to Fernandos Hotel for letting me to do

this research for being kind to us during our internship and Staffs who answered
my survey questionnaire and helped me, thank you very much.

I would like to express my sincere gratitude to my mother, Editha Fulgosino, for

her unwavering support throughout my academic journey. Her encouragement
and belief in me have been instrumental in my ability to complete this project.

This study is also dedicated to my Father, Roderick Estremera who was there for
me throughout this process and gave me lots of support.

Thanks to my friends for putting up with my endless talking about this project. They
may not understand everything, but their enthusiasm kept me going! Special thanks
to Ms. Michelle Grace Fruto and Ms. Rica Marie Amistoso, for pretending to be
interested the most.

Finally, with deepest gratitude, I acknowledge the divine presence that has guided
me throughout this project. I am thankful for the strength, wisdom, and blessings that
have allowed me to complete this work.
 CHAPTER 1: THE PROBLEM

INTRODUCTION

The hospitality industry thrives on guest satisfaction. In today's digital age, online
reviews and ratings have become a powerful force shaping traveler decisions and
influencing perceptions of hotels. This study examines the impact of the top 5 online
rating and review platforms on guest satisfaction at Fernando's Hotel in Sorsogon City,
Philippines, during the period 2021-2023. Sorsogon City is a rising tourist destination
in the Philippines, known for its stunning natural beauty and rich cultural heritage.
Fernando's Hotel caters to both domestic and international travelers seeking a
comfortable and enjoyable stay in the city.

Consumers recognize online reviews as a useful source of information before

consumption, and many online reviews influence consumer purchasing decisions.
Understanding the customer experience in online reviews is thus necessary to
maintain customer satisfaction and repurchase intention for the sustainable
development of the hotel business. (YJ Kim, HS Kim, 2022). By analyzing guest
reviews from these platforms during the period 2021-2023, the study aims to identify
key factors influencing guest satisfaction and assess how Fernando's Hotel can
leverage online feedback to enhance its services, the relationship between guest
satisfaction at Fernando's Hotel in Sorsogon City and online ratings and reviews left
on the top 5 online travel platforms during the period 2021-2023. By analyzing the
content and sentiment of these reviews, the study aims to identify patterns and trends
that can inform strategies to improve guest satisfaction and the hotel's overall online
reputation. The researcher explores the specific online platforms chosen for the study,
the data collection process, and the methods used to analyze guest reviews. The
analysis will identify common themes and trends in guest feedback, highlighting
aspects that contribute to guest satisfaction and areas for improvement. Finally, the
thesis will conclude with recommendations for Fernando's Hotel to leverage online
review data to enhance guest experiences and strengthen its online presence.
 Statement of the problem

In the digital age, the impact of online reviews on customer satisfaction is

undeniable. This thesis investigates the influence of the top 5 online ratings and
reviews from 2021-2023 on customer satisfaction at Fernando's Hotel in Sorsogon
City.

 Fernando's Hotel in Sorsogon City likely receives guest feedback, a critical

challenge lies in understanding the specific aspects impacting customer
satisfaction and identifying key areas for improvement.
Significance of the Study

Improved Customer Satisfaction: This study identifies key factors influencing guest
satisfaction. By addressing areas of concern and leveraging positive feedback, the
hotel can make guest satisfy.

Enhanced Online Reputation: Positive online reviews play a significant role in

attracting potential guests and building trust. By understanding how online discussions
shape its image, Fernando's Hotel can implement strategies to strengthen its online
presence, thereby increasing its visibility and appeal to prospective customers.

Future analysis: this research study will be a useful reference for the researcher who
plans to conduct any related study precisely the standard underlying of Bachelor of
Hotel and Restaurant Management and Bachelor of Hospitality Management.
 CHAPTER II
RESEARCH DESIGN AND METHODOLOGY

Research design

This study aims to analyze the impact of top online ratings and reviews on customer
satisfaction at Fernando's Hotel in Sorsogon City for the years 202-2023, employing a
qualitative approach with sentiment analysis. Sentiment analysis will be used to
identify recurring themes within the reviews, revealing key aspects that influence
customer satisfaction at the hotel.

Methodology

Data Collection: the search function will be used to identify reviews for Fernandos
Hotel within the specified date range (2021-2023). Manually download or copy the text
of relevant reviews along with their corresponding ratings.

Source: Online review platforms Booking.com, Agoda, Trip.com, Google Review, and
Ph.Hotel.com. Focus on platforms with a significant number of reviews for Fernando's
Hotel.
 Data Analysis

Sentiment Analysis Approach

This establishes a set of criteria to categorize each review text as, positive, negative,
or neutral sentiment.

Positive sentiment:

Look for words and phrases that express satisfaction, enjoyment, positive
recommendations, or exceeding expectations (e.g., "excellent," "wonderful," "highly
recommend," "cleanliness," "friendly staff," "beautiful location"). Reviews with a
positive sentiment will typically have an enthusiastic, happy, or approving tone.

Neutral Sentiment:

Reviews lacking strong positive or negative language might use factual descriptions,
mention both positive and negative aspects, or express a sense of indifference (e.g.,
"okay," "average," "good location, but limited breakfast options"). The tone of a neutral
review may be factual, objective, or simply state an experience without strong
emotions.

Negative Sentiment

Look for words and phrases that express dissatisfaction, disappointment, complaints,
or unmet expectations (e.g., "disappointed," "terrible," "not recommended," "dirty,"
"rude staff," "poor Wi-Fi"). Reviews with a negative sentiment will typically have a
frustrated, angry, disappointed, or critical tone.
 Weighting

This study employs a weighting system to prioritize factors influencing guest

satisfaction at Fernando's Hotel in Sorsogon City. The assigns a weight of (2) or (1) to
aspects like (staff or location). This allows for a more nuanced analysis by focusing on
the aspects that guests consider most crucial for a positive and negative experience."

Pilot coding

Sample Reviews
The researcher will gather all reviews from the year 2021 and year 2022 from
Booking.com, Agoda, Trip.com, Google Review, and ph.hotel.com aiming for a
positive, negative, and neutral sentiment. The reviews will touch upon various aspects
of the hotel experience.
Booking.com

Founded in 1996 in Amsterdam, Booking.com has grown from a small Dutch start-up
to one of the world's leading digital travel companies. Part of Booking Holdings Inc.
(NASDAQ: BKNG), Booking.com's mission is to make it easier for everyone to
experience the world.
Each review score is between 1–10. To get the overall score that you see, we add up
all the review scores we’ve received and divide that total by the number of review
scores we’ve received. In addition, guests can also give separate “subscores” for
specific Travel Experience aspects such as location, cleanliness, staff, comfort,
facilities, value for money, and free Wifi. Guests submit their sub-scores and their
overall scores independently, so there’s no direct link between them.
We have people and automated systems that specialize in detecting fake reviews
submitted to our platform. If we find any, we delete them and, if necessary, take action
against whoever is responsible.
Anyone who spots something problematic can always report it to our Customer
Service team, and our Fraud team will investigate.
Ideally, we would publish every consumer review we receive, whether positive or
negative, unless it breaches our Content Standards and Guidelines.
To make sure reviews are relevant, we may only accept reviews that are submitted
within 3 months of checking out, and we may stop showing reviews once they’re 36
months old – or if the Accommodation has a change of ownership
Review 1
Ratings: 7.0
Year: 2022

The staff was polite and friendly. Although the hotel is old, it still is the most convenient
place to stay in Sorsogon. It is situated in the heart of the city. The bay walk that has
a good view of the sea and Mt Bulusan is just a walkable distance. Food and coffee at
their small cafe are also good.
We got a budget room for a night because the hotel was fully booked that weekend.
All of the surrounding hotels in Sorsogon City were fully booked as well. No choice but
to stay in a small low-maintenance room. Vinyl tiled flooring has peeled off and cracked
areas. The toilet seat was partly unhinged. Toilet tiles have mildew in some spots. The
blankets on the beds were mismatched- 1 is new and the other 1 is old. And the sad
part is no hot shower. The water heater was unavailable.

Review 2
Ratings: 5.0
Year: 2022

The staff were very friendly and were always ready to help. The hotel itself is very nice
and has an old Spanish feel to it. It’s a little bit old but that adds to the charm of the
place. There was construction happening next to our room and it always started at 6
am. The walls were a bit thin and you can hear people in the cafe chattering. The
pillows were very hard.

Review 3
Ratings: 8.0
Year: 2022
staff was super friendly and all-day breakfast at the small bistro (Filipino, Continental,
pancakes, Omelet, fruit, good coffee) the pool is great for kids. The budget room has
no windows and is very small -only breakfast at the bistro - for a family hotel... no toys
or playground for kids
Review 4
Ratings: 8.0
Year: 2022
The location was very convenient. Easy access to a range of shops and food. I did not
realize I could pay for Wi-Fi - I would have done that if I had known that the free Wi-Fi
coverage was patchy.

Review 5
Ratings: 8.0
Year: 2021
I like how the location is near to almost everything. I also like the welcoming attitude
of the hotel staffs. They were all very polite during our stay. I would love to go back
and stay again in Fernando's Hotel in the near future. We would love to see the newly
renovated hotel when we come back for another hotel staycation. Our stay would have
been better if the Wi-Fi had a fast connection to the internet. We had some trouble
connecting to the Wi-Fi using our phones and even during watching TV. Apart from
poor connection from Wi-Fi we had a great time during the duration of our stay.

Review 6
Ratings: 2.0
Year: 2021
They gave us a bed bank instead of twin bed for a senior, beforehand I already choose
twin bed but still they said there is no room available a 1week advance they need to
prepare for it

Review 7
Ratings: 5.0
Year: 2021
Wi-Fi is good Location is good Staff are great Reception is very accommodating Room
is clean. Low pressure of water Flooding in bath area TV is not working Room is too
small Air-condition is not enough
Review 8
Ratings: 5.0
Year: 2022
The bathroom. Flush not working shower is not a user friendly takes time to operate
cold and hot water were hard to control

Review 9
Ratings: 5.0
Year: 2021
Good location. Nice staff.
Wi-Fi was not working. Pool was unacceptable dirty. No hot water.

Review 10
Ratings: 8.0
Year: 2022
Nice ambiance especially Cecilia's Cafe. Delicious food and a very relaxing view while
dining. The location of hotel is very accessible. Slow wifi connection in our room.

Review 11
Ratings: 8.0
Year: 2022
located at the center of sorsogon. all is near and accessible. all personnel ate nice.
pool is not clean. no kettle in the room. outlet is not in bedside.

Review 12
Ratings: 9.0
Year: 2022

it’s close to most of the shops and restaurants and near the Museum.
no kettle and welcome drink restaurant and lobby are not fully air-conditioned but they
provided a fan.
Review 13
Ratings: 10
Year: 2022
I like the way the staff accomodate us. The can relax on their garden. Foods and
beverages at the cafe is spectacular.

Review 14
Ratings: 10
Year: 2022
Friendly staff and service. We booked the property few times during our stay in
Sorsogon and we loved it there.
The restaurant/Cafe needs a little push and more knowledge on cooking. But do their
best and they put a lot of effort. Nice teamwork.

Review 15
Ratings: 1.0
Year: 2021
Their parking isn’t safe at all. Our car had a long scratch. We asked them to review
the CCTV but the staff didn’t even bother to invite us to review it with them. No action
was taken from their side. Moreover, on last 23rd Aug Night, I asked the staff for an
extension, and on the 24th Aug early morning, a lady staff with long hair advised my
sis in law that we got extended and there was no need to move to another room. But
when I reconfirmed it with the staff around 11 am, she told me that they would move
us to a different room with a higher rate. And if we don't take our things out at check
out, they will put it out themselves. It was very inconvenient for our family as we have
a 2-year-old baby. We will not check in at Fernando’s hotel again.
Review 16
Ratings: 7.0
Year: 2023
The breakfast was ok, but the service was too slow. There was a seminar at the time
and the staff was more focused on the seminar more than the guests. You guys should
take care of the guests that are eating in your hotel. After the bad service we stopped
eating there completely because the food the we ordered was wrong and it came late.
We already lost our appetite. You guys lost a lot of money from us

Review 17
Ratings: 8.0
Year: 2023
The staff are very accommodating. The welcome cookies taste great! The location is
just a few minutes walk to City Mall and the park which is highly recommended if you
want to go for a morning walk. Senior citizens will be comfortable because they have
rooms at the ground level by the poolside. They have a wide selection of food for
breakfast, lunch, or dinner if you are not too concerned with the price.
We had 4 rooms, the 3 was great but the smallest for our 2 drivers is very small and
has no view. That's partly my fault for not booking in advance for them, however, I
wasn't expecting the huge discrepancy between the room for 3 vs the room for 2.

Review 18
Ratings: 7.0
Year: 2023
The location was prime property. It had all the amenities we needed for a family trip.
The property is a little old. We stayed in the old wing so you could smell the old
building.

Review 19
Ratings: 9.0
Year: 2023
The hotel is in a very good position inside Sorsogon city, there's a shopping mall and
many restaurants nearby. The staff is friendly and professional. The room was very
clean. I had a pleasant stay and will definitely stay here again!
AGODA.COM
Agoda was co-founded in Singapore in 2005 by school friends Michael Kenny and
Robert Rosenstein. Kenny had previously launched PlanetHoliday.com and
PrecisionReservations.com, which were incorporated into Agoda. In 2007, Agoda
was acquired by Booking Holdings, formerly The Priceline Group.

Review 1
Ratings: 10.0
Year: 2022
They have a grass area for kids to play, swimming pool for kids and adult (cleaned
every morning), car rental (we availed it going to Legazpi airport), in-room spa
services, in-room blow dryer (you can also borrow one if they don’t have it in your
room), cabinets (yeah because other known hotels don’t have them), the best beds
and fluffiest comforters, the friendliest, earnest and most honest housekeeping,
concerned for the environment by using refillable toilettries and outdoor solar lights,
most hassle-free check-in all the time, and the best staff with the most helpful attitude.
DOWNSIDE: No lifeguard on duty by the pool despite being fully-booked, restaurant
is only open until 10pm), menu is all the same, no cable tv (but who cares, go and
explore Sorsogon!), no doormats and no sleepers.

Review 2
Ratings: 8.0
Year: 2022
One thing I like about this hotel is the homey vibe it gives off while not falling short of
the quality service. Staff were all helpful and friendly. If you’re staying here, make sure
you try the breakfast at Cecilia’s Cafe since the food was superb! Overall an enjoyable
stay but hoping they can do some room improvements the next time we come back
(comes with the hotel’s age). Thank you so much Fernando’s!
Review 3
Ratings: 10.0
Year: 2022
This is our 2nd time at Fernando’s. This time we took their most expensive room with
access to pool. We arrived late at around 5pm and I was carrying my sleeping son.
The security guard immediately attended to our needs and the receptionist quickly let
us in to our rooms by just getting my name. They were very nice and considerate to
us. The beds are the best, the staff are so friendly even to my equally friendly and
chatty son. There was a party at the garden area near our room yet we did not hear
any noise from inside our room. That was awesome since I think their party ended
midnight yet we were able to sleep peacefully. Only thing they should improve on is
their restaurant offers. They have a very few choices which gets old when you’re
staying for long almost a week. Anyway, restaurants and street food vendors are near
so alternatives are still there you just have to go out.

Review 4
Ratings: 7.0
Year: 2022
The good thing was the attitude of the staff wanting and willing to assist me - they were
fantastic! The bad thing is that they were doing some fairly major renovations whilst I
was staying there so that might explain the issues with the water. But still one would
expect a warm shower most of the time but sadly it wasn't reliable. Sometimes bearly
any water pressure and mostly none. Hot water was a rarity. I stayed in 2 different
rooms whilst there and I couldn't connect at all. I wouldn't rush back there since there
are a few better places to stay and they are significantly cheaper.
Review 5
Ratings: 10.0
Year: 2022
I chose this hotel because its the best option among the available ones. My target
hotel is fully booked. But upon check in, it is so nice and cozy! Bath tub is a
PLUSSSSSS!!!!!! Near the Centro! The only somewhat downside is their cafe - During
our breakfast, bacon is unavailable because it is locked in a certain room. I feel like
they need additional staff.

Review 6
Ratings: 9.0
Year: 2021
Me and my family had a wonderful week of stay at Fernandos hotel. The place has a
convenient location. Easy access in and out of Sorsogon city. The hotel itself is clean
and the hot and cold shower really works well esp. this time of the year which is very
useful. Staffs are friendly too. Highly recommended!

Review 7
Ratings: 9.0
Year: 2021
Though we booked for the cheapest room for four we're provided with a room enough
for five. It doesn't have much luxuries as expected but it's decent and comfy enough.
Location is perfect as it's close to the center. Enjoyed our stay.

Review 8
Ratings: 9.0
Year: 2021
We felt the warm welcome when we stayed here. Staff are kind and serve with a smile.
Location is great too. We will definitely go back here. Thank you Fernando's Hotel.
Review 9
Ratings: 8.0
Year: 2021
One thing I like about this hotel is the homey vibe it gives off while not falling short of
the quality service. Staff were all helpful and friendly. If you’re staying here, make sure
you try the breakfast at Cecilia’s Cafe since the food was superb! Overall an enjoyable
stay but hoping they can do some room improvements the next time we come back
(comes with the hotel’s age). Thank you so much Fernando’s!

Review 10
Ratings: 3.0
Year: 2021
Room has no proper ventilation. We were gasping for air each night. Cr has molds
and too small. We tried the restaurant downstairs. They don’t know how to cook!

Review 11
Ratings: 10.0
Year: 2022
Room is right in front of the pool. Clean room and bathroom. Bed linens and towel are white and
not overly reused. Place is accessible to town plaza, right smack front of a great food place (their
ribs must try) and city mall for necessities. Great place highly recommended!

Review 12
Ratings: 10.0
Year: 2023
I stayed at the hotel with my elderly mother and sister. All of us were so happy we
stayed at the hotel. The staff was so helpful. One of the employees - Joven -
remembered who we were from when we stayed in 2018. That meant everything to
me. The food at Cecil's cafe was excellent. We ate there most nights. We enjoyed the
food service staff. The hotel and rooms were very clean. The large rooms with
balconies was exquisite. My family and I were so happy from when we arrived to the
time we left, Another great thing about the hotel is the walking distance to the grocery
store, the Sorsogon pier and downtown Sorsogon. Everything was close to visit.
Please stay at Fernando's Hotel you will be as happy as we were.
Review 13
Ratings: 10.0
Year: 2023
I came to Sorsogon as a solo traveler for the first time. The hotel is not hard to find as
it is located near the Sorsogon Capitol. I was also able to early check-in. They have
this amazing cafe (Cecilia's Cafe) with nice coffee drinks and food to enjoy. I believe
that my stay in Sorsogon is fruitful because of the staff. Since it is my first time alone
in Sorsogon, I am not familiar with the direction but the staff are super nice and they
guided me where to ride/ how to go to the destination in my itinerary. Highly
recommended! I'll definitely re-book again. <3
TRIP.COM
Trip.com Group is a leading one-stop travel service provider comprising of Trip.com,
Ctrip, Skyscanner, and Qunar. Founded in 1999 and listed on Nasdaq in 2003 and
HKEX in 2021, Trip.com Group has become one of the most popular and influential
travel companies in the world.

Review 1
Ratings: 5
Year: 2021

It’s well situated in the heart of Sorsogon and close to all amenities. Very friendly staff
who couldn’t be more helpful. We stayed for five days and enjoyed the area, the people
and the hospitality of the Fernando’s Hotel team. If you are looking for a springboard
to visit the many sites in and around Sorsogon City this is the best place to come.

Review 2
Ratings: 4
Year: 2023
We had a fabulous weekend in pier one hotel, the staff could not do enough for us, no
one passed us without asking if they could help us. All the concierge staff went above
and beyond to make sure everyone was happy. Our room was beautiful with
everything we needed, thank you we will be back

Review 3
Ratings: 3
Year: 2023
The place is nicely located. I think the room is fine and comfortable. But the amenities
is a little underwhelming overall it was an okay stay.
Review 4
Ratings: 5
Year: 2023
It is very convenient for a small family like mine. I am pretty sure. my family will come
back. Hope all the service and the facility will stay clean and good. Well done to all the
staff!

Review 5
Ratings: 5
Year: 2023
I always like to stay at Fernando hotel in Sorsogon city. The hotel is clean, the staff
are friendly and parking is available. They also have one of my favorite dish at their
restaurant. I enjoyed my travel to Sorsogon staying at Fernando s that they help me
solve problem I encounter in between.

Review 6
Ratings: 4
Year: 2022
We stayed for two nights in a room with triple twin beds. The room was decent and
clean. TV service was spotty but we really didn’t need it since we were out all day and
dead tired at the end of the day. Breakfast was available at the restaurant. The hotel
is an older hotel and could use some upgrade but overall a pleasant stay and the staff
was friendly. Reasonable accommodation for short stays.

Review 7
Ratings: 3
Year: 2021
The place is nicely located. I think the room is fine and comfortable. But the amenities
is a little underwhelming overall it was an okay stay.
Review 8
Ratings: 5
Year: 2022
Fernando’s has incredible staff. From the front desk to housekeeping, maintenance,
security and restaurant. They are friendly, attentive and helpful. The location is perfect
for a stay in Sorsogon City. The museum, market and night market are all in walking
distance to the hotel. I would not hesitate to recommend Fernando’s.

Google review

Review 1
Ratings: 1
Year: 2023

Not again... as advertised, they have a pool, yes they do, it's dirty and unkempt.
Things you need to expect in this hotel,
PLUS - 1. Good location, a spacious room, has internet connectivity, parking area.
MINUS - 1. NO welcome drinks (coffee or what have you, I had to ask multiple times
for service water).. 2. NO Grooming kits, slippers, and laundry bags.., 3. NO free
Breakfast... 4. Not so comfy beds... 5. Unclean restroom... 6. Dirty pool and unkept
surroundings... 7. They are doing construction works (welding/hammering et al) and
the smell of the welding/iron works covers the place... 8. Staff were busy checking
their social media accounts rather than assisting their paying guests... ONE of the
(-) ***t hotel experience.
Review 2
Ratings: 4
Year: 2023
Nice hotel in the heart of Sorsogon quiet place with strong hot water and a good
breakfast. Reasonable pricing

Review 3
Ratings: 1
Year: 2022
Would not recommend it.
Was overcharged for a basic small room. Multiple online booking services quoted less
than 1800p for the room I had but they charged me 3000p. Warning: They rip off
foreigners!!! There was even a cheaper room available but I was never offered that
option. 3000p should get you a very nice room in a luxury resort.
The security guard thought it was a good idea to blast on the piano outside my room
at 3 O'clock in the morning so I didn't get much sleep. Management didn't care enough
to do anything about being overcharged or about being kept awake.
Very tiny bathroom and barely any warm water in the shower. The only thing going for
this place is the location, but there are far better options close by. Avoid this hotel.

Review 4
Ratings: 5
Year: 2021
We only stayed overnight but the experience is very welcoming. Our son enjoyed the
pool even when it was raining. I just hope there's an unlimited brewed coffee included
in their breakfast menu for checked-in guests.
A budget-friendly hotel with excellent service. We will be back again soon.
Review 5
Ratings: 5
Year: 2022
This hotel was under renovation when we went there. Rooms were clean with aircon,
and the new cafe' served good food. Both Filipino and Western dishes. Normally I
wouldn't give this standards of hotel 5*, as the building is a bit underwhelming even
with the pool. Hopefully this will be better when the renovations are complete. What
makes me give it 5* is the service, helpfulness and kindness of the staff. They made
us feel very welcome, and nothing was too much trouble. I will definitely be staying
there on my next visit to Sorsogon.

Review 6
Ratings: 5
Year: 2023
This is the best hotel in Sorsogon. It's family run, and they take great pride in their
hotel and customer service. I have stayed here many times when visiting from the US
to see friends. I love Cecilia's Cafe in the lobby, which serves great food and drinks.
Art, an owner/manager, used to run F&B for top hotels throughout Asia. And you
cannot beat the location since it is right near City Mall, the beautiful Capital Park, and
the Pier. Stay here!

Review 7
Ratings: 3
Year: 2022
We booked twin room but we were given the 3 single bed room that is in the very
corner. The balcony does not have a good view and has tornd plywood to cover the
wall so the ambiance is not relaxing. When we checked out I thought we will be asked
to pay for the difference but they accepted their error since the other receptionist
remembered that I ask the other person to double check the booking as we were
hesitant of the room being offered. In the end they did not bother. The location is
nearby everything.
Review 8
Ratings: 5
Year: 2021
We have been an avid fan of this family hotel for almost 10 years now. And no matter
how many offers or suggestions we get while in town somehow, we always find
ourselves back at the hotel. Fernando’s Family Hotel. The name says it all. Great staff,
(family), great customer service, clean and very accommodating owner/staff. The
location is at the heart of everything.
Thank you all for the warm welcome. We will see you again very soon

Review 9
Ratings: 5
Year: 2021

The staff are very accommodating, they are very helpful. Great place with a pool. They
have different types of rooms available. The room kinda feels old and classic but it is
understandable since the one I rent is the budget type.

Review 10
Ratings: 5
Year: 2021
The place is cozy but the rooms are kind of old. They need to renovate the place. The
staff is very hospitable and accommodating.

Review 11
Ratings: 4
Year: 2021
The staff are very hospitable. Internet connection could use a little improvement
\
Ph.Hotel.Com
Hotels.com gives travellers one of the widest selections of accommodation on the net,
including both independent and major chain hotels as well as self-catering in over
hundreds of thousands of properties worldwide. The company offers a one-stop
shopping source for hotel pricing, amenities and availability. This website is operated
by Expedia, Inc., with its head office at 1111 Expedia Group Way W, Seattle, WA98119,
USA.

Review 1
Ratings: 4
Year: 2023
Limited choices on the menu and most foods aren’t available! Airport transfers were a
nightmare even though we pre-booked it. Upon arrival, the car was nowhere to be
found!!! The worst experience was on our last day going to the airport at 4am. We
didn’t know if the driver was going to turn up. Very bad experience!!!! Wouldn’t come
back or recommend this hotel.

Review 2
Ratings: 10
Year: 2023
The staff are all very friendly. The front desk is always very helpful and knows what
they’re doing. Restaurant staff needs more training in customer service. It takes
forever for them to take our orders considering there are so many of them just hanging
around doing nothing.

Review 3
Ratings: 10
Year: 2023
Fernando’s has an incredible staff. From the front desk to housekeeping,
maintenance, security, and restaurant. They are friendly, attentive, and helpful. The
location is perfect for a stay in Sorsogon City. The museum, market, and night market
are all within walking distance of the hotel. I would not hesitate to recommend
Fernando’s.
Review 4
Ratings: 10
Year: 2023
I always like to stay at the Fernando hotel in Sorsogon city. The hotel is clean, the staff
are friendly and parking is available. They also have one of my favorite dish at their
restaurant. I enjoyed my travel to Sorsogon staying at Fernando s that they help me
solve problem I encounter in between.

Review 5
Ratings: 8
Year: 2023
Beautiful outside dining area, until 4 people lit up cigarettes. That was the end of our
outdoor breakfast. In the hotel advertising, it stated that smoking was prohibited on the
premises. Not true. Very disappointed.

Review 6
Ratings: 8
Year: 2022
We stayed for two nights in a room with triple twin beds. The room was decent and
clean. TV service was spotty but we really didn’t need it since we were out all day and
dead tired at the end of the day. Breakfast was available at the restaurant. The hotel
is an older hotel and could use some upgrade but overall a pleasant stay and the staff
was friendly. Reasonable accommodation for short stays.

Review 7
Ratings: 10
Year: 2022
Lovely, COVID safe, staff very nice and professional, entrance is bright and cheery,
very clean. Breakfast included and was quite good. just like home. Loved looking out
into the pool area. The lobby reminds me of a smaller version of Manila Hotel. Would
return in a heartbeat!
Review 8
Ratings: 10
Year: 2021
Location was great, Everyone is very nice like being at your own home. Reasonable
rates and good breakfast choices. Plus can pay with all credit cards.

Review 9
Ratings: 8
Year: 2021
I like the location of the property. The staff are very helpful. The room is small but clean
bed sheets and towels are clean ac is working well. I have a good sleep because its
quiet. You can't hear noise from. outside even though the building is next to the road.
Cons. The temp of the shower heater is very hard to regulate.i think the supply for cold
showers is low. That's why the heater is very hot. I have to use the bucket for
showering. Other than the place is very good to stay
 Pilot Coding Table

Platform Year Sentiment Aspect Weighting Aspect (negative) Weighting Ratings Equivalence
Booking.com (positive) rating
Review 1 2022 Neutral Staff: Polite and Staff (2), Room: Low Room (3), 7 5
friendly. Location maintenance, Amenities
Location: (2), Food damaged flooring, (2)
Convenient, (1) unhinged toilet seat,
situated in the mildew, mismatched
heart of the city, blankets.
walkable Amenities (no hot
distance to the shower)
bay walk with a
good view
Food &
Beverage:
Good coffee
and food at the
hotel café
Review 2 2022 Neutral Staff: Friendly Staff: (2) Room: The hotel is a Room (1) 5 5
and helpful Hotel little bit old, Amenities:
Hotel Ambiance: construction noise (1)
Ambiance: (2) next to the room, thin
Nice, old walls
Spanish feel, Amenities: Hard
charming pillows

Review 3 2022 Neutral Staff: Super Staff (2) Room: The budget Room (1), 8 7
friendly Food(1) room has no Facilities
Food: All-day windows and is very (1)
breakfast at the small
small bistro Facilities: Only
(Filipino, breakfast at the
Continental, bistro, no toys or
pancakes, playground for kids
omelet, fruit,
good coffee

Review 4 2021 Positive Location: Location Amenities: Wi-Fi Amenities 8 8

(convenient, (2 (patchy coverage (1)
easy access to
shops and food)
Review 5 2021 Positive Location (near Location Amenities Wi-Fi Amenities 8 8
to almost (1), Staff (poor connection) (1)
everything), (2)
Staff
(welcoming
attitude, polite)
Review 6 2021 Negative Staff: Reservation Staf: (3) 2 2
Issue (incorrect room Room
type - bed bank condition:
instead of twin bed, (2)
inconvenience/safety Amenities:
concern for senior, 1
booking not honored
despite 1-week
advance notice)
Review 7 2021 Nutral Staff: Polite and Staff (2) Room: low- Room (3) 5 5
friendly Location maintenance, Amenities
Location: (3) damaged flooring,
Convenient, Food (1) unhinged toilet seat, (2)
situated in the
 heart of the city, mildew, mismatched
within walkable blankets
distance to the Amenities: no hot
bay walk with a shower
good view Food
& Beverage:
Good coffee
and food at the
hotel café
Review 8 2022 Negative Amenities: Flush not Amenities 5 5
working (3)
The shower is not
user-friendly
Difficulty controlling
hot and cold water
Review 9 2021 Neutral Location: Good Location Amenities: Wi-Fi Not Amenities 5 5
Staff: Nice (1) Working (3)
Staff (1 ) Pool Unacceptably
dirty, No hot water
Review 10 2022 Positive Ambiance: Ambiance Amenities: Wi-Fi Amenities 8 8
Nice, especially (2) Slow connection in (1)
Cecilia's Café Food (1) the room
Food: Delicious Location
at Cecilia's (1)
Cafe
Location: Very
accessible
Review 11 2022 Neutral Location: Location Amenities: Amenities 8 7
Central location (1) No kettle (3)
in Sorsogon Staff (2) No outlet by the
Staff: All bedside
personnel are Pool: Not clean
nice
Review 12 2022 Neutral Location: Close Location Amenities: The room Amenities 9 8
to most shops, (3) has No kettle (3)
restaurants, Ambiance: The
and the restaurant and lobby
Museum are not fully air-
conditioned
Review 13 2022 Positive Staff: Staff (1) 10 10
Accommodating Food (2)
Food &
Beverage:
Spectacular
food and
beverages at
the cafe
Review 14 2022 Neutral Staff: Friendly Staff (1) Food: Food (3) 10 10
service Restaurant/Cafe
needs improvement
in cooking
Staff needs more
knowledge of
cooking
Review 15 2021 Negative Staff: Friendly Staff (1) Security: Unsafe Security 1 10
service parking - the car got (1)
scratched Staff (3)
Staff:
Unhelpful regarding
car damage and
CCTV
Miscommunication
regarding room
extension, Threat of
forceful removal of
belongings
Review 16 2023 Negative Food: Food was Food (1) Food: Food (4) 7 5
okay Slow service during
breakfast
Staff prioritized
seminar attendees
over hotel guests
Incorrect and
delayed food orders

Review 17 2023 Neutral Staff: Very Staff (1) Room: Room (2) 8 8
accommodating Food (2) Very small and has
Food: Location No view
Welcome (3)
cookies taste
great, Wide
selection of
food for meals
Location:
A minute's walk
to City Mall, a
few minutes
walk to the
park, and
Rooms at
ground level by
poolside for
senior citizens
Review 18 2023 Neutral Location: Prime Location Room: Old wing with Room (1) 7 7
property (1) a musty smell
Amenities: Had Amenities
all the (1)
amenities
needed for a
family trip
Review 19 2023 Positive Location: Very Location 9 9
good position (1)
inside Sorsogon Staff (2)
City Room (1)
staff: Friendly
and
professional
Room: Very
clean
Platform Year Sentiment Aspect weighting Aspect Weighting Ratings Equivalence
Agoda (positive) (negative rating

Review 2022 Neutral Amenities: Amenities (3) Food: Foods (2) 10 9

1 Grass area for Restaurant
kids, limited hours’
Swimming Repetitive
pool for kids menu
and adults,
Car rental
service, In-
room spa
services,
Review 2022 Positive Ambiance: Ambiance (1) Rooms: Room (1) 8 8
2 Homey vibe Staff (2) Improvement
Staff: Helpful Food (1) is needed due
and friendly to the hotel's
Food: Superb age
breakfast at
Cecilia's Cafe
Review 2022 Positive Staff: Staff (3) Food: Limited Food (1) 10 9
3 Attentive Room (2) menu options
security guard,
Efficient and
considerate
receptionist,
Friendly staff
throughout the
stay
Room:
Comfortable
beds, Good
soundproofing
Review 2022 Negative Staff: Helpful Staff (2) Room: Room (4) 7 4
4 and willing to Unreliable
assist water
pressure,
Lack of hot
water Lack of
hot water, No
internet
connection in
either room
Review 2022 Neutral Location: Near Location (2) Food: Bacon Food (3) 10 9
5 the Centro Room (2) is unavailable
Room: Nice, for breakfast
cozy, bathtub due to a
storage issue,
Seems to be
understaffed
Review 2021 Positive Location: Location (1) 9 9
6 Convenient Room (1)
location with Staff (1)
easy access in
and out of
Sorsogon City
Room:
Hot and cold
shower works
well
staff: Friendly
staff
Review 2021 Positive Room: Room (2) Room: Lacks Room (1) 9 9
7 Upgraded to a Location (1) luxuries
 larger room for
free
Decent and
comfortable
Location:
Perfect
location close
to the center
Review 2021 Positive Staff: Kind and Staff (2) 9 9
8 helpful staff Location (1)
Location:
Great location
Review 2021 Neutral Ambiance: Ambiance (1) Room: Needs Room (1) 8 8
9 Homey vibe Staff (2) improvement
Staff: Helpful Food (1) due to the
and friendly hotel's age
Food: Superb
breakfast at
Cecilia's Cafe
Review 2021 Negative Food: Food (2) 3 3
10 Restaurant Room (2)
downstairs -
poor quality
food
Room: No
proper
ventilation,
Molds
Review 2022 Positive Location: Location (3) 10 10
11 Accessible to Room (3)
town plaza,
Close to a
great food
place, Close to
city mall
Room: Clean
room and
bathroom,
Fresh linens
and towels,
right in front of
the pool
Review 2023 Positive Staff: Helpful Staff (1) 10 10
12 staff Food (2)
Food: Room (2)
Excellent food Location (2)
at Cecil's
Café, friendly
food service
staff
Room: Very
clean, Large
rooms with
balconies
Location:
Walking
distance to
grocery store,
Sorsogon pier,
and downtown
Review 2023 Positive Location: Easy Location (1) 10 10
13 to find near Food (1)
Sorsogon Staff (1)
Capitol
Food:
Amazing café
 Staff: Super
nice and
helpful

Platform Year Sentiment Aspect Weighting Aspect Weighting Ratings Equivalence

Trip.com (positive) (negative) rating

Review 2021 Positive Location: Location (2) 5 5

1 Well-situated Staff (2)
in the heart
of Sorsogon,
close to
amenities
Staff: Very
friendly and
helpful staff
Review 2023 Positive Staff: Staff (3) 4 4
2 Extremely Room (1)
helpful staff,
The
Concierge
staff went
above and
beyond
Room:
Beautiful
room with
everything
we needed
Review 2023 Neutral Location: Location (1) Amenities: A Amenities 3 3
3 Nicely Room (1) little (1)
located underwhelming
Room: Fine
and
comfortable
Review 2023 Positive Room: Very Room (1) 5 5
4 convenient Staff (1)
for a small
family
Staff:
Implicitly
positive by
mentioning
"well done"
Review 2023 Positive Staff: Staff (1) 5 5
5 Friendly staff Amenities
Amenities: (1)
Parking Food (1)
available
Food:
Favorite dish
at the
restaurant
Review 2022 Neutral Room: Room (2) Facilities: Older Facilities 4 4
6 Decent and Staff (1) hotel needing (2)
clean Food (1) upgrades Amenities
Staff: Amenities: TV (1)
Friendly staff service is
Food: Spotty
Breakfast
available
Review 2021 Neutral Location: Location (1) Amenities: A Amenities 4 3
7 Nicely Room (2) little (1)
located underwhelming
 Room: Fine
and
comfortable
Review 2021 Positive Staff: Staff (2) 3 3
8 Incredible Location (1)
staff across
all
departments
Location:
Perfect
location in
Sorsogon
City
Platform Year Sentiment Aspect (positive) Weighting Aspect (negative) Weighting Ratings Equivalence
Google rating
Review
Review 2023 Negative Location: Good Location (1) Service: Multiple Service 1 1
1 location Room (1) requests for water (1)
Room: Spacious Staff: Staff busy
room with social media Staff (1)
Amenities: No Amenities
welcome drinks, (3)
No grooming kits,
slippers, laundry
bags, No free
breakfast, Pool
Dirty and unkempt
Review 2023 Positive Location: In the Location (1) 4 4
2 heart of Sorsogon Ambiance
Ambiance: Quiet (1)
place Amenities (1)
Amenities: Strong
hot water
Review 2022 Negative Staff: Security Staff (2) 1 1
3 guard playing Room (2)
piano loudly at 3
AM, Management
not addressing
concerns
Room: Basic and
small, Tiny
bathroom, Barely
warm water
Review 2021 Positive Staff: Excellent Staff (1) Food: No Food (1) 5 5
4 service Room (1) unlimited brewed
Room: Budget- coffee
friendly

Review 2022 Positive Room: Clean with Room (1) Facilities: Under Facilities: 5 5
5 aircon Staff ( 2) renovation, A bit
(2)
Staff: helpful and underwhelming,
kind staff, Made even with the pool
guests feel
welcome
Review 2023 Positive Location: Location (1) 5 5
6 Unbeatable Staff (2)
Staff: Great pride
in customer
service and
Owner with F&B
expertise
Review 2022 neutral Staff: Accepted Staff: (2) Room: Mismatch Room (2) 3 3
7 mistakes and Location (1) Booked twin,
didn’t charge received 3 single
extra. beds, Unpleasant
Location: balcony
Convenient

Review 2021 Positive Ambiance: Family Ambiance 5 5

8 atmosphere (1)
Location: Central Location (1)
Review 2021 Neutral Staff: Staff (1) Room: Old and Room (2) 5 5
9 Accommodating classic
and helpful
Review 2021 Neutral Staff: Hospitable Staff (2) Room: Old and Room (2) 5 5
10 and needs renovation
accommodating
Review 2021 Neutral Staff: Hospitable Staff (1) Amenities: Needs Amenities 4 4
11 improvement
(1)
Platform Year Sentiment Aspect (positive) weighting Aspect Weighting Ratings Equivalence
Ph.Hotel. (negative Rating
Com
Review 1 Negative Food: Food (2) 4 1
Limited Service (2)
menu
choices and
Most food
unavailable
Service:
Unreliable
pre-booked
airport
transfers,
Caused
stress and
anxiety on
departure
day
Review 2 Neutral Staff: The front Staff (2) Staff: Staff (2) 10 7
desk is Friendly Restaurant
and helpful and staff needs
Knowledgeable training and
inattentive
Review 3 Positive Staff: All Staff (3) 10 10
departments Location (1)
praised, Friendly,
attentive, and
helpful
Location: Perfect
Review 4 Positive Staff: Friendly Staff (1) 10 10
Amenities: Amenities
Parking available (1)
Review 5 Negative Ambiance: Ambiance Service: Service (1) 8 5
Beautiful dining (1) Advertised
area as non-
smoking but
not enforced
Review 6 Neutral Room: Clean and Room (1) Facilities: Facilities (2) 8 7
decent Staff (1) Older and
Staff: Friendly Amenities could use
Amenities: (1) upgrades
Breakfast
available
Review 7 Positive Staff: Nice and Staff (1) 10 10
professional Ambiance (
Ambiance: Bright 2)
and cheery,
Clean, Homey
atmosphere
Review 8 Positive Location: Great Location (1) 10 10
Staff: Very nice, Staff (2)
homey feel Amenities
Amenities: Credit (1)
cards accepted
Review 9 Neutral Location: Good Location (1) Amenities: Amenities 8 8
Staff: Helpful Staff (1) the shower is (1)
Room: Clean, Room (2) Difficulty
Good, and Quiet. regulating
temperature
 RANKING
This approach of analyzing guest reviews with weighted average percentages
transforms subjective feedback into a quantifiable format, facilitating a better
understanding of guest sentiment. By assigning weights to different mentioned
categories ( "IIIIIIII" receiving 80% weight and "I" receiving 10%). Ranking aspects like
Staff, Location, Food, and Ambiance based on these weighted mentions reveals
trends in guest preferences. It highlights which aspects consistently receive strong
positive feedback and which might require improvement. This allows the hotel to focus
its efforts on areas where guests have provided the most significant positive feedback.

Assigned weights:
 IIIIIIII: 80%
 IIIIIII: 70%
 IIIIII: 60%
 IIIII: 50%
 IIII: 40%
 III: 30%
 II: 20%
 I: 10%
Weighted Percentage
Weighted Average Percentage = (Weighted Average Percentage) / (Total Weighted
percentage) * 100
Weighted Average Percentage for Staff (positive) = 6.1 / 16.8 = 36.3%
Table 1.0
Aspect R R R R R R R R R R R R R R R R R R R WAP Percentage
(Positive) 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19
Staff IIIIII IIIIIII IIIII IIIII IIIII IIIII IIIII IIIIII IIIII II III I II I I I 6.1%II 36.3%
Location IIIII I II II III III IIIIII IIII II I IIII IIIII I III I 4.4% I 26.1%
Food I I I I I I I I II III I II 1.6% 9.5%
Ambiance IIII I II I I II I 1.2% 7.1%
Amenities III I I I I I I 0.9% 5.3%
Room I III I II III IIII IIII II III II I 2.6% 15.5%
Total Weighted Percentage: 16.8%

Weighted Average Percentage for Room (negative) = 3.1 / 9.9 = 31.3%

Table 1.1
Aspect R R R R R R R R R R R R R R R R R R R WAP Percentage
(Negative) 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19
Room III IIII I IIII II IIIIIII III IIII II I 3.1% 31.3%
Amenities IIIII I I I I I II III IIII I IIII III 2.4% 24.2%
Food IIII I I III II III IIII 1.8% 18.1%
Staff I IIII III III 1.2% 12.1%
Facilities I IIII 0.5% 5.0%
Service III I 0.4% 4.0%
Total Weighted Percentage: 9.9%
 Aspect (Positive) Percentage Rank
Staff 36.3% 1
Location 26.1% 2
Room 15.5% 3
Food 9.5% 4
Ambiance 7.1% 5
Amenities 5.3% 6

Aspect (Negative) Percentage Rank

Room 31.3% 1
Amenities 24.2% 2
Food 18.1% 3
Staff 12.1% 4
Facilities 5.0% 5
Service 4.0% 6

RESULTS

The analysis was conducted using weighted average percentages derived from
sentiment analysis of 57 guest reviews. Positive sentiment categories (IIII, III, II, I)
were assigned weights based on the strength of the positive sentiment they conveyed.
The analysis revealed that Staff received the highest weighted average percentage of
positive mentions (36.3%), indicating a strong positive perception of guest service.
Other aspects also received positive mentions, with Location (26.1%), Room (15.5%),
and Food (9.5%) showing a generally positive sentiment. Ambiance (7.1%) and
Amenities (5.3) received a lower percentage of positive mentions, suggesting potential
areas for improvement.

This analysis revealed that Room (80%) and Amenities (50%) were the aspects
most frequently mentioned with negative sentiment. This suggests that guests have
significant concerns in these areas. Other aspects, including Food (11.84%), Staff
(8.47%), Facilities (3.85%), and Service (3.0%), received a lower percentage of
negative mentions.
 CHAPTER III

SUMMARY, FINDINGS, CONCLUSIONS, AND RECOMMENDATIONS

Summary

This study investigated guest reviews at Fernando's Hotel in Sorsogon City by

analyzing sentiment in 57 online reviews. A weighted sentiment analysis approach was
used, considering both the strength of positive sentiment and the severity of negative
mentions. To quantify the strength of sentiment expressed, a pre-established
weighting system was applied to analyze positive and negative sentiment. This study
used weighted average percentages derived from sentiment analysis of guest reviews
to analyze guest sentiment towards various aspects of guest reviews.

Findings

Analysis of guest feedback revealed key insights into guest satisfaction. The staff is
the most positively regarded component at 36.3%, showcasing outstanding
relationships with the guests. Location follows at 26.1%, showing the venue's
favorable positioning. The room quality, however positively assessed by 15.5%, shows
room for improvement. Food, ambiance, and amenities are liked to varied degrees,
with positive ratings at 9.5%, 7.1%, and 5.3% respectively. However, the room
conditions appear as the most major concern, with a huge 31.3% of negative
feedback, indicating discontent. Amenities also represent a substantial concern with
24.2% unfavorable reviews, followed by food at 18.1%. While staff contacts are largely
good, 12.1% of negative feedback implies inconsistency. Facilities and service
concerns are less apparent yet evident at 5.0% and 4.0% respectively. These data
indicate that while staff and location are positive, room conditions and amenities
require urgent attention to enhance overall guest satisfaction.
 Conclusion

The findings of this study suggest that guest satisfaction at Fernando's Hotel could be
improved by addressing the most frequently mentioned negative aspects. Guests
appear to have significant concerns regarding the quality of rooms and the available
amenities.

Although there is positive sentiment for aspects like staff and location, focusing on
improving room conditions and expanding the range of amenities offered could greatly
enhance the overall guest experience. By prioritizing these areas for improvement,
Fernando's Hotel can increase guest satisfaction and strengthen its online reputation.

Recommendations

Based on the analysis, the following recommendations are made for Fernando's
Hotel management:

Improve Room Conditions: Given the high level of negative feedback (31.3%)
about room conditions, prioritizing renovations and better maintenance of rooms is
essential. Ensuring cleanliness, modern amenities, and comfortable furnishings will
likely address many of the concerns raised by guests.

Enhance Amenities: With 24.2% negative feedback regarding amenities, it is

crucial to invest in upgrading and expanding the range of amenities offered. Consider
introducing high-quality, diverse amenities that cater to the needs and preferences of
your guests.

Maintain and Improve Staff Training: While staff interactions are a significant
strength, with 36.3% positive feedback, there is still 12.1% negative feedback
indicating some inconsistencies. Continuous training and development programs for
staff can help maintain high standards of service and improve guest interactions.

Improve Food Quality and Variety: The mixed feedback on food, with 9.5% positive
and 18.1% negative, suggests a need for improvement. Reviewing and enhancing the
menu for better quality and variety, possibly incorporating guest feedback, can lead to
higher satisfaction with the dining experience.
 Regular Maintenance and Upgrading of Facilities: Though facilities received 5.0%
negative feedback, ongoing maintenance and regular upgrades can help maintain and
improve the overall guest experience. Ensuring that all facilities are in good working
order and up-to-date is essential.

Monitor and Enhance Service Quality: With 4.0% negative feedback on service,
maintaining high standards in service delivery should remain a focus. Regularly
training staff, monitoring service quality, and promptly addressing any issues can help
maintain guest satisfaction.
 Definition of Terms
Ratings - are often used to classify hotels according to their quality. From the initial
purpose of informing travelers on basic facilities that can be expected, the objectives
of hotel rating have expanded into a focus on the hotel experience as a whole.

Review - is a rating system, where guests share their experiences of staying at the
hotel on a booking website. They are nothing but feedback from guests on what they
liked or disliked about your property.

Positive Feedback: Guest comments expressing satisfaction with various aspects of

their stay.

Negative Feedback: Guest comments expressing dissatisfaction with various

aspects of their stay.

Sentiment Analysis: A technique used to understand the emotional tone (positive,

negative, or neutral) expressed in text data, such as online reviews.

Weighted Sentiment Analysis: An extension of sentiment analysis that assigns

weights to different levels of positive or negative sentiment. Stronger positive or
negative emotions receive higher weights, allowing for a more nuanced understanding
of guest experiences.

Aspect: A specific category of a hotel experience mentioned in guest reviews, such

as Room, Amenities, Food, Staff, Facilities, or Service.

Positive Sentiment Mention: A statement or phrase in a review that expresses a

positive opinion about an aspect of the hotel. The strength of the positive sentiment
can be weighted (e.g., "excellent" might receive a higher weight than "good").

Negative Sentiment Mention: A statement or phrase in a review that expresses a

negative opinion about an aspect of the hotel. The severity of the negative sentiment
can be weighted (e.g., "unacceptable" might receive a higher weight than "needs
improvement").

Weighted Average Percentage: A calculation that takes the percentage of mentions

for an aspect (positive or negative) and multiplies it by the corresponding weight
assigned to the sentiment strength. This provides a single value that reflects both the
frequency and intensity of sentiment expressed for that aspect.
CURRICULUM VITAE

JOHN MARK F. ESTREMERA

Nazareno, Gubat, Sorsogon
Sorsogon city, Sorsogon 4700
Johnmarke732@gmail.com

09462723231

EDUCATIONAL BACKGROUND:

Elementary:
NAZARENO ELEMENTARY SCHOOL

2008 – 2014
Secondary:
RIZAL NATIONAL HIGHSCHOOL

2015-2020
College:
AMA COMPUTER LEARNER CENTER COLLEGE OF SORSOGON

2021 - Present

PERSONAL INFORMATION

Date of Birth: May 16, 2002

Place of Birth: Bugtong, Barcelona Sorsogon
Age: 22 years old
Height: 5’9
Weight: 53 kg
Civil Status: Single
Nationality: Filipino
Religion: Roman Catholic
SKILLS:

 Enthusiastic
 Hard Working
 Flexible
 Time Management