Sentiment and guest satisfaction with peer-to-peer accommodation: When are online ratings more trustworthy?

•Sentiment analysis of Airbnb reviews is conducted to explain guests’ ratings.•The link between sentiment and guests’ ratings is rooted in the research on emotion and customer satisfaction.•The moderation effects of analytical thinking and authenticity are examined.•Reviews of 4602 Airbnb listings in San Francisco are considered for study.•The effect of negative sentiment is larger than the positive and influenced by analytical thinking and authenticity.