Abstract:
This research evaluates impacts of overtourism in Granada, Spain, by analysing 1349 negative comments from TripAdvisor for 71 tourist attractions. Employing a mixed-methods approach, the study uses sentiment analysis via the BERT model, multivariate analysis (PCA and K-means clustering) and social network analysis. Key findings reveal issues of congestion, high costs and environmental degradation, identifying user satisfaction and spatial significance as critical dimensions. The study highlights a strong positive correlation between AI-driven sentiment and user opinions. Practical implications underscore the need for sustainable management strategies-including destination diversification, improved transport networks and access control-to mitigate highly touristified environments, preserve visitor experience and protect local heritage, thereby promoting sustainable tourism. Online reviews are deemed valuable for proactively addressing tourist concerns.
