Our study explores the differences in necessary and sufficient conditions for producing (dis)satisfactory guest experiences between Airbnb and hotels, intending to develop competitive strategies for the hospitality industry. Using advanced Natural Language Processing techniques, we analysed user-generated content from both platforms in the Andalusian market, utilising Contextualised Topic Modelling and Necessary Condition Analysis to identify the main topics and relationships that impact guests' experiences. We also employed XGBoost to assess sufficient conditions for customer satisfaction, providing insights that can enhance the quality of lodging stays and improve marketing strategies. Overall, our findings show that both types of accommodation share similar necessary conditions for (dis)satisfaction, but differ in the order of importance. Proximity to tourist attractions and staff recommendations are important for Airbnb guest satisfaction, while hotel guests prioritise facilities and staff professionalism. Both types of accommodation share similar themes that contribute to guest dissatisfaction, including noise complaints, value for money, and staff professionalism. Airbnb offers unique and personalised experiences, while hotels prioritise efficient and appropriate interactions between staff and guests. Identifying and prioritising factors influencing guest satisfaction and dissatisfaction is essential for remaining competitive in the hospitality sector. To sum up, our research contributes significantly to the literature on hospitality services, with methodological implications for future studies.

我们的研究探讨了 Airbnb 和酒店之间产生（不）满意的客户体验的必要条件和充分条件的差异，旨在为酒店业制定竞争战略。我们使用先进的自然语言处理技术，分析了来自安达卢西亚市场两个平台的用户生成内容，利用情境化主题建模和必要条件分析来确定影响客人体验的主要主题和关系。我们还使用 XGBoost 来评估客户满意度的充分条件，提供可以提高住宿质量和改进营销策略的见解。总体而言，我们的研究结果表明，两种类型的住宿具有相似的（不）满意的必要条件，但重要性顺序不同。靠近旅游景点和员工推荐对于 Airbnb 客人的满意度很重要，而酒店客人则优先考虑设施和员工的专业水平。两种类型的住宿都有导致客人不满意的相似主题，包括噪音投诉、物有所值和员工专业精神。Airbnb 提供独特和个性化的体验，而酒店则优先考虑员工和客人之间高效和适当的互动。识别并优先考虑影响客人满意度和不满意的因素对于在酒店业保持竞争力至关重要。总而言之，我们的研究对酒店服务的文献做出了重大贡献，对未来的研究具有方法论意义。