Cutting corners to save on costs is understandable, but now that the economic downturn isn’t so downturny, hotel operators might want to think about trying to please their guests more. Perhaps throw in some free Internet access? Just a thought, as a new suvery says guest satisfaction is waning.
J.D. Power and Associates’ 2012 study took responses from 61,700 hotel guests in North America, and showed a seven-point decline in satisfaction on its 1,000-point scale.
Things we’re somewhat okay with — the basic cost of a hotel stay and most fees. But when it comes to checking in and out, food, hotel services and hotel facilities, satisfaction levels reached new lows since the 2006 study, says the Chicago Tribune. Oh and guests are really starting to get annoyed with fees for using the Internet.
“As the industry continues to recover and rates increase, hoteliers need to get back to the fundamentals and improve overall guest experience,” said the eneral manager of the travel and hospitality practice at the firm.
A friendly, service-oriented staff is also a key part to pleasing customers, the survey found. Nice people trying to make your stay better and handing out free toothbrushes? No brainer, that one.
The brands with highest rankings, by category, were: luxury, The Ritz-Carlton; upper upscale, Omni Hotels & Resorts; upscale, Hilton Garden Inn and SpringHill Suites; mid-scale full-service, Holiday Inn; mid-scale limited-service, Drury Hotels; economy/budget, Jameson Inn; extended stay, Homewood Suites.
Satisfaction with hotel services at 6 year-low [Chicago Tribune]