This paper presents an innovative framework developed
to identify, analyze, and generate memorable experiences
in the hotel industry. People prefer memorable experiences
over traditional services or products in today’s ever-changing
consumer world. As a result, the hospitality industry has shifted
its focus toward creating unique and unforgettable experiences
rather than just providing essential services. Despite the inherent
subjectivity and difficulties in quantifying experiences, the quest
to capture and understand these critical elements in the hospitality
context has persisted. However, traditional methods have
proven inadequate due to their reliance on objective surveys or
limited social media data, resulting in a lack of diversity and
potential bias. Our framework addresses these issues, offering a
holistic solution that effectively identifies and extracts memorable
experiences from online customer reviews, discerns trends on a
monthly or yearly basis, and utilizes a local LLM to generate
potential, unexplored experiences. As the first successfully deployed,
fast, and accurate product of its kind in the industry,
This framework significantly contributes to the hotel industry’s
efforts to enhance services and create compelling, personalized
experiences for its customers.