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Learning building occupants' indoor environmental quality complaints and dissatisfaction from text-mining Booking.com reviews in the United States.

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Title: Learning building occupants' indoor environmental quality complaints and dissatisfaction from text-mining Booking.com reviews in the United States.
Authors: Ma, Nan1 (AUTHOR) nma1@wpi.edu, Zhang, Qi2,3 (AUTHOR), Murai, Fabricio4 (AUTHOR), Braham, William W.2 (AUTHOR), Samuelson, Holly W.5 (AUTHOR)
Source: Building & Environment. Jun2023, Vol. 237, pN.PAG-N.PAG. 1p.
Subject Terms: *Environmental quality, *Global warming, *Sick building syndrome, Exanthema, Satisfaction, User-generated content
Geographic Terms: United States
Abstract: Traditional post occupancy evaluation (POE) poses a challenge to the comprehensive knowledge of occupant dissatisfaction with indoor environmental quality (IEQ) due to the nature of the pre-defined questionnaire structure and time-consuming data collection procedures. At the same time, the fact that "humans are effective sensors" and are inclined to report their impressions can be leveraged to collect data for a substantial number of buildings. This paper presents a text-mining approach to reveal the relationships between environmental conditions and occupant dissatisfaction in large populations. With a set of 1.2 million Booking.com open-ended reviews (i.e., 71,665 IEQ reviews) of temporary residences (e.g., hotels), we identified the prevalence of IEQ complaints, investigated the climate distributions and seasonal trends of IEQ complaints, and quantified the social benefits of IEQ in economic values. Indoor Air Quality (IAQ) complaints make up the majority of dissatisfaction ratings in all climate zones and IAQ-related reviews also have the worst sentiment scores, followed by visual, acoustic, and thermal discomfort. Windows are perceived as the common source that matters for all four categories of IEQ dissatisfaction. Our analysis also found that the IEQ value is correlated with increased rental costs when the temporary residences have satisfactory IEQ conditions. Our study demonstrates that IEQ satisfaction can be a key design driver and therefore, should be considered in building design, management, and real estate finance. • IEQ complaints were evaluated by text-mining Booking.com online reviews. • IAQ issues are the major concerns in temporary residences for all climate zones. • Acoustic and visual dissatisfaction rates have little difference between seasons. • The top-ranked symptoms characteristic of SBS are skin rashes and headaches. • Overheating problem is a primary complaint in warm climates. [ABSTRACT FROM AUTHOR]
Copyright of Building & Environment is the property of Pergamon Press - An Imprint of Elsevier Science and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Database: GreenFILE
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DbLabel: GreenFILE
An: 163616957
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PubType: Academic Journal
PubTypeId: academicJournal
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  Data: Learning building occupants' indoor environmental quality complaints and dissatisfaction from text-mining Booking.com reviews in the United States.
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  Data: <searchLink fieldCode="AR" term="%22Ma%2C+Nan%22">Ma, Nan</searchLink><relatesTo>1</relatesTo> (AUTHOR)<i> nma1@wpi.edu</i><br /><searchLink fieldCode="AR" term="%22Zhang%2C+Qi%22">Zhang, Qi</searchLink><relatesTo>2,3</relatesTo> (AUTHOR)<br /><searchLink fieldCode="AR" term="%22Murai%2C+Fabricio%22">Murai, Fabricio</searchLink><relatesTo>4</relatesTo> (AUTHOR)<br /><searchLink fieldCode="AR" term="%22Braham%2C+William+W%2E%22">Braham, William W.</searchLink><relatesTo>2</relatesTo> (AUTHOR)<br /><searchLink fieldCode="AR" term="%22Samuelson%2C+Holly+W%2E%22">Samuelson, Holly W.</searchLink><relatesTo>5</relatesTo> (AUTHOR)
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  Data: <searchLink fieldCode="JN" term="%22Building+%26+Environment%22">Building & Environment</searchLink>. Jun2023, Vol. 237, pN.PAG-N.PAG. 1p.
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  Data: *<searchLink fieldCode="DE" term="%22Environmental+quality%22">Environmental quality</searchLink><br />*<searchLink fieldCode="DE" term="%22Global+warming%22">Global warming</searchLink><br />*<searchLink fieldCode="DE" term="%22Sick+building+syndrome%22">Sick building syndrome</searchLink><br /><searchLink fieldCode="DE" term="%22Exanthema%22">Exanthema</searchLink><br /><searchLink fieldCode="DE" term="%22Satisfaction%22">Satisfaction</searchLink><br /><searchLink fieldCode="DE" term="%22User-generated+content%22">User-generated content</searchLink>
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  Data: <searchLink fieldCode="DE" term="%22United+States%22">United States</searchLink>
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  Label: Abstract
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  Data: Traditional post occupancy evaluation (POE) poses a challenge to the comprehensive knowledge of occupant dissatisfaction with indoor environmental quality (IEQ) due to the nature of the pre-defined questionnaire structure and time-consuming data collection procedures. At the same time, the fact that "humans are effective sensors" and are inclined to report their impressions can be leveraged to collect data for a substantial number of buildings. This paper presents a text-mining approach to reveal the relationships between environmental conditions and occupant dissatisfaction in large populations. With a set of 1.2 million Booking.com open-ended reviews (i.e., 71,665 IEQ reviews) of temporary residences (e.g., hotels), we identified the prevalence of IEQ complaints, investigated the climate distributions and seasonal trends of IEQ complaints, and quantified the social benefits of IEQ in economic values. Indoor Air Quality (IAQ) complaints make up the majority of dissatisfaction ratings in all climate zones and IAQ-related reviews also have the worst sentiment scores, followed by visual, acoustic, and thermal discomfort. Windows are perceived as the common source that matters for all four categories of IEQ dissatisfaction. Our analysis also found that the IEQ value is correlated with increased rental costs when the temporary residences have satisfactory IEQ conditions. Our study demonstrates that IEQ satisfaction can be a key design driver and therefore, should be considered in building design, management, and real estate finance. • IEQ complaints were evaluated by text-mining Booking.com online reviews. • IAQ issues are the major concerns in temporary residences for all climate zones. • Acoustic and visual dissatisfaction rates have little difference between seasons. • The top-ranked symptoms characteristic of SBS are skin rashes and headaches. • Overheating problem is a primary complaint in warm climates. [ABSTRACT FROM AUTHOR]
– Name: AbstractSuppliedCopyright
  Label:
  Group: Ab
  Data: <i>Copyright of Building & Environment is the property of Pergamon Press - An Imprint of Elsevier Science and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.)
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RecordInfo BibRecord:
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      – Type: doi
        Value: 10.1016/j.buildenv.2023.110319
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      – Code: eng
        Text: English
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      Pagination:
        PageCount: 1
        StartPage: N.PAG
    Subjects:
      – SubjectFull: Environmental quality
        Type: general
      – SubjectFull: Global warming
        Type: general
      – SubjectFull: Sick building syndrome
        Type: general
      – SubjectFull: Exanthema
        Type: general
      – SubjectFull: Satisfaction
        Type: general
      – SubjectFull: User-generated content
        Type: general
      – SubjectFull: United States
        Type: general
    Titles:
      – TitleFull: Learning building occupants' indoor environmental quality complaints and dissatisfaction from text-mining Booking.com reviews in the United States.
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            NameFull: Ma, Nan
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            NameFull: Zhang, Qi
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            – D: 01
              M: 06
              Text: Jun2023
              Type: published
              Y: 2023
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              Value: 237
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