Negative Reviews by Nationality
CK LIM
10/8/2019
Loading the Hotel Reviews dataset
reviews <- read.csv("Hotel_Reviews.csv", stringsAsFactors = FALSE)Exploring the data
## [1] " I am so angry that i made this post available via all possible sites i use when planing my trips so no one will make the mistake of booking this place I made my booking via booking com We stayed for 6 nights in this hotel from 11 to 17 July Upon arrival we were placed in a small room on the 2nd floor of the hotel It turned out that this was not the room we booked I had specially reserved the 2 level duplex room so that we would have a big windows and high ceilings The room itself was ok if you don t mind the broken window that can not be closed hello rain and a mini fridge that contained some sort of a bio weapon at least i guessed so by the smell of it I intimately asked to change the room and after explaining 2 times that i booked a duplex btw it costs the same as a simple double but got way more volume due to the high ceiling was offered a room but only the next day SO i had to check out the next day before 11 o clock in order to get the room i waned to Not the best way to begin your holiday So we had to wait till 13 00 in order to check in my new room what a wonderful waist of my time The room 023 i got was just as i wanted to peaceful internal garden view big window We were tired from waiting the room so we placed our belongings and rushed to the city In the evening it turned out that there was a constant noise in the room i guess it was made by vibrating vent tubes or something it was constant and annoying as hell AND it did not stop even at 2 am making it hard to fall asleep for me and my wife I have an audio recording that i can not attach here but if you want i can send it via e mail The next day the technician came but was not able to determine the cause of the disturbing sound so i was offered to change the room once again the hotel was fully booked and they had only 1 room left the one that was smaller but seems newer "
## [2] "No Negative"
## [3] " Rooms are nice but for elderly a bit difficult as most rooms are two story with narrow steps So ask for single level Inside the rooms are very very basic just tea coffee and boiler and no bar empty fridge "
## [4] " My room was dirty and I was afraid to walk barefoot on the floor which looked as if it was not cleaned in weeks White furniture which looked nice in pictures was dirty too and the door looked like it was attacked by an angry dog My shower drain was clogged and the staff did not respond to my request to clean it On a day with heavy rainfall a pretty common occurrence in Amsterdam the roof in my room was leaking luckily not on the bed you could also see signs of earlier water damage I also saw insects running on the floor Overall the second floor of the property looked dirty and badly kept On top of all of this a repairman who came to fix something in a room next door at midnight was very noisy as were many of the guests I understand the challenges of running a hotel in an old building but this negligence is inconsistent with prices demanded by the hotel On the last night after I complained about water damage the night shift manager offered to move me to a different room but that offer came pretty late around midnight when I was already in bed and ready to sleep "
## [5] " You When I booked with your company on line you showed me pictures of a room I thought I was getting and paying for and then when we arrived that s room was booked and the staff told me we could only book the villa suite theough them directly Which was completely false advertising After being there we realised that you have grouped lots of rooms on the photos together leaving me the consumer confused and extreamly disgruntled especially as its my my wife s 40th birthday present Please make your website more clear through pricing and photos as again I didn t really know what I was paying for and how much it had wnded up being Your photos told me I was getting something I wasn t Not happy and won t be using you again "
## [6] " Backyard of the hotel is total mess shouldn t happen in hotel with 4 stars "
## [7] " Cleaner did not change our sheet and duvet everyday but just made bed They also didn t clean the floor and changed the body gel when we run out of it "
## [8] " Apart from the price for the brekfast Everything very good"
## [9] " Even though the pictures show very clean rooms the actual room was quit dirty and outlived Also check in is at 15 o clock but our room was not ready at that time"
## [10] " The aircondition makes so much noise and its hard to sleep at night "
## [11] " Nothing all great "
## [12] " 6 30 AM started big noise workers loading wood down the windows Stupid room numbering system it took 20 Minutes with a night guard finally to find our rooms The check in staff pointed us in the wrong direction No late dinner bar closes at 1 am Ugly view on trash lorry from windows No information about the computerized telephone Huge price difference between booking Com price 166 euros and hotel price 260 "
## [13] " The floor in my room was filfy dirty Very basic rooms I had a 20yr old tv in my room Fridge did not work Overpriced breakfast "
## [14] "No Negative"
## [15] " The staff in the restaurant could of been more pleasant we only visited once but that wouldn t stop us from booking again it might of just been an off night for him "
## [16] "No Negative"
## [17] " Very steep steps in room up to the bed not safe for children I asked to move rooms and was put in another identical one Room decoration was minamilist which I like but felt prison cell sparse"
## [18] " We did not like the fact that breakfast was not included although you could pay extra for this The room we stayed in was lacking in space a bit and the bathroom was very badly lit to use the mirror in there which meant getting ready for evening a bit tricky but only a small negative comment "
## [19] "No Negative"
## [20] " We had issues with our electronic key everyday It deactivated It wasn t kept near our phones but somehow there was an issue The staircase for our bed was steep and no handrail The tea coffee facilities weren t updated daily And the floor was dusty and had hair on it and that was upon our arrival That situation didn t change Other than those minor issues the hotel was lovely "library(dplyr)
nrow(filter(reviews, Negative_Review=="No Negative"))## [1] 127890127890 (about 25%) did not leave any negative reviews
Getting dataset in which reviewers left true negative reviews
neg_reviews <- reviews %>% filter(Negative_Review!="No Negative")neg_reviews$Reviewer_Nationality <- as.factor(neg_reviews$Reviewer_Nationality)Seeing the text length of each nationality (graphical)
library(ggplot2); library(RColorBrewer)
neg_reviews %>% group_by(Reviewer_Nationality) %>%
summarise(avg=mean(Review_Total_Negative_Word_Counts)) %>%
top_n(15) %>%
ggplot(aes(x=reorder(Reviewer_Nationality, -avg), y=avg, fill=Reviewer_Nationality)) +
geom_bar(stat = "identity") +
ylab("Average negative text length") +
xlab("Nationality")## Selecting by avg