Google Review Analysis and Marketing Recommendations for the Historic Elk Mountain Hotel

Artificial intelligence has become a valuable tool in digital marketing, particularly for research, planning, and content development. This blog demonstrates how AI, specifically ChatGPT, can assist with analyzing customer feedback, extracting actionable insights, and generating marketing recommendations for the Historic Elk Mountain Hotel.

Analyzing Positive Reviews

To begin the analysis, I collected positive Google reviews for the Historic Elk Mountain Hotel. These reviews include detailed guest experiences as well as high star ratings without written comments, which still indicate overall satisfaction.

The collected positive reviews include:

• ⭐⭐⭐⭐⭐ “Dinner was great, campsite was remote. Worth a visit!”

• ⭐⭐⭐⭐⭐ “One of the best Harvest Host locations… restaurant was outstanding… staff was friendly and timely.”

• ⭐⭐⭐⭐⭐️ “Cozy rooms and friendly staff… gourmet quality food… great wine menu.”

Full Analysis

First Analysis:

For the first analysis, I used ChatGPT to identify key themes and strengths from the positive reviews.

Prompt used:
“Analyze the following positive hotel reviews. Identify key themes, strengths, and overall sentiment.”

Result:

The reviews reflect a highly positive overall sentiment. Key strengths include exceptional dining experiences, friendly and attentive staff, and a cozy, welcoming atmosphere. The restaurant stands out as a major highlight, with multiple mentions of high-quality, gourmet-style food and desserts. Additionally, the hotel appeals to niche travelers such as RV guests and Harvest Host members, offering a unique and memorable stay.

Second Analysis:

For deeper insight, I conducted a word association analysis to identify keywords tied to positive sentiment.

Prompt used:
“Generate keywords and themes associated with the following positive hotel reviews.”

Result:

• Cozy

• Friendly staff

• Gourmet food

• Unique experience

• Memorable stay

• Wine & cocktails

• Remote/peaceful

• High-quality dining

These results highlight that the hotel’s strongest competitive advantage is its experience-driven hospitality, particularly centered around food and atmosphere.

Recommendation

Based on these strengths, I generated targeted marketing recommendations.

Prompt used:
“Based on strengths such as gourmet dining, cozy atmosphere, and friendly staff, generate marketing recommendations for a boutique historic hotel.”

Result:

• Promote the dining experience heavily in marketing (feature signature dishes and desserts on social media)

• Position the hotel as a “destination dining” location, not just a place to stay

• Highlight guest experiences (especially Harvest Host travelers) in testimonials

• Use visuals and storytelling to emphasize the cozy, historic atmosphere

• Encourage more guests to leave detailed reviews to strengthen the online presence

Analyzing Negative Reviews

Next, I collected negative reviews to identify customer concerns and areas for improvement.

The negative reviews include:

• ⭐️ “Very conservative, very unwelcoming, very unkind to solo female travelers.”

• ⭐️ “Charged extra for a service animal… accused of damage that wasn’t there… place was a scam.”

Full Analysis

First Analysis:

For the first analysis, I used ChatGPT to identify key complaints and pain points.

Prompt used:
“Analyze the following negative hotel reviews. Identify key complaints, service issues, and overall sentiment.”

Result:
The reviews indicate serious concerns related to customer service and fairness. Key issues include:

• Perceived discrimination or unwelcoming behavior toward certain guests

• Disputes over additional charges and fees

• Lack of trust and transparency in billing

• Negative emotional experiences that outweigh the physical stay

The overall sentiment is strongly negative, with some guests feeling mistreated or unfairly charged.

Second Analysis:

To identify patterns, I conducted a word-association analysis of the negative reviews.

Prompt used:
“Generate keywords and themes associated with the following negative hotel reviews.”

Result:

• Unwelcoming

• Unfair charges

• Distrust

• Discrimination

• Poor service

• Frustration

• Negative experience

This shows that the biggest issue is not just service quality, but perception of fairness and inclusivity.

Recommendation

Based on the negative feedback, I generated actionable improvements.

Prompt used:
“Based on issues such as unwelcoming service, perceived discrimination, and billing disputes, generate actionable recommendations for a boutique hotel.”

Result:

• Implement customer service training focused on inclusivity and professionalism

• Clearly communicate all fees and policies upfront to avoid misunderstandings

• Develop a transparent dispute resolution process for guest complaints

• Respond publicly to negative reviews to rebuild trust and show accountability

• Reinforce a welcoming brand image across all marketing channels