Overall hotel guest satisfaction has notably increased from 2009, according to the J.D. Power and Associates 2010 North America Hotel Guest Satisfaction Index Study. The report measures overall hotel guest satisfaction across six hotel segments: luxury, upscale, mid-scale full service, mid-scale limited service, economy/budget, and extended stay. Extended stay properties and mid-scale full service hotels demonstrated the greatest gains.
Seven key measures are examined within each segment to determine overall satisfaction: reservations; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and costs and fees. “Many hotel chains were able to sustain relatively high satisfaction levels during the previous 12 months, despite contending with revenue declines and cost pressures caused by the economic downturn,” says Mark Schwartz, director of the global hospitality and travel practice at J.D. Power and Associates. “As the industry recovers and guest volumes increase, it will be critical for hotel chains to focus on effectively managing and delivering consistently high levels of products and services.”
The following hotel brands rank highest in guest satisfaction within their respective segments:
- Luxury: The Ritz-Carlton
- Upscale: Omni Hotels & Resorts
- Mid-Scale Full Service: Hilton Garden Inn (for a second consecutive year)
- Mid-Scale Limited Service: Drury Inn & Suites (for a fifth consecutive year)
- Economy/Budget: Microtel Inns & Suites (for a ninth consecutive year)
- Extended Stay: Homewood Suites
Other key findings include:
- The vast majority of hotel guests (87 percent) indicate they prefer a smoke-free environment.
- Guest awareness of property-initiated “green” programs has increased slightly in 2010, with 68 percent of guests stating that they are aware of their hotel’s conservation efforts, compared with 66 percent in 2009. Among these guests, 73 percent say they participated in their hotel’s conservation programs.
- The top five “must-have” amenities for hotel guests in 2010 are wireless Internet access, complimentary breakfast, bedding and pillow choices, pillow-top mattresses, and free parking.
