Hospitality Industry in the Digital Age The Role of Online Reviews and Ratings

In the era of digital transformation, the hospitality industry has undergone a paradigm shift driven by user generated content and online feedback mechanisms. Online reviews and ratings have emerged as key determinants of consumer behavior, shaping purchasing decisions, brand reputation, and service quality perceptions. This paper explores the evolving role of online reviews and ratings in the digital hospitality ecosystem, examining how they influence customer trust, booking intentions, and brand competitiveness. It also discusses the integration of artificial intelligence AI and sentiment analysis tools in managing and analyzing digital feedback. The study concludes with strategic recommendations for hospitality managers to leverage online reputation systems for sustainable growth and customer engagement. Akshay Nain "Hospitality Industry in the Digital Age: The Role of Online Reviews and Ratings" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-9 | Issue-5 , October 2025, URL: https://www.ijtsrd.com/papers/ijtsrd97639.pdf Paper URL: https://www.ijtsrd.com/other-scientific-research-area/other/97639/hospitality-industry-in-the-digital-age-the-role-of-online-reviews-and-ratings/akshay-nain