Ranking Luxury Hotels in Lisbon Using the 2T-AEC-TOPSIS Model

Hotel rankings help customers choose accommodations quickly and assist hotel managers in improving their performance by comparing them to competitors. However, most ranking models use equal weighting for various hotel aspect performances. From a business perspective, improving weight determination to reflect better the varying importance of multiple aspects in hotel rankings and enhancing ranking results interpretation is necessary. Therefore, this paper introduces the 2T-AEC-TOPSIS model for hotel ranking, incorporating five fundamental concepts: the 2-tuple linguistic model, Analytic Hierarchy Process (AHP) method, Entropy method, CRiteria Importance Through Intercriteria Correlation (CRITIC) method, and Technique for Order Preference by Similarity to the Ideal Solution (TOPSIS) method. The 2-tuple linguistic model aggregates linguistic ratings for each hotel aspect, avoiding information loss in linguistic fusion. The AHP, Entropy, and CRITIC methods generate weights for each hotel aspect that are combined to form integrated weights that blend the benefits of objective and subjective weighting approaches. These integrated weights are employed to execute the necessary steps in the TOPSIS method to rank hotels. The functionality of the proposed model has been evaluated with a dataset of over 26,000 customer reviews gathered from TripAdvisor for luxury hotels in Lisbon. The results show that the proposed model achieves a relatively balanced and realistic weight distribution in the weight assignment within the TOPSIS method, and produces a top 10 list of luxury hotels in Lisbon for different scenarios. It provides hotel managers and customers with more interpretable ranking results for making more informed and faster decisions.