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Travellers’ Satisfaction Increased in 2011

News Hospitality Index report prepared by Market Metrix shows guests were more satisfied with hotels in 2011. The overall score of satisfied customers added 1.2 and estimated 84.5.

Hotels from the luxury segment show the biggest growth in the number of good feedbacks. Here hotels increased by 2.9 to 88.8. However, midscale accommodations showed a small decline of 0.3 to the level of 83.5. The top score was achieved by Oberoi hotel in New Delhi – customers gave it 96.8. This is the highest score achieved among all hotels by various brands.

Service scores were increased almost in all sectors in 2011. Such parameters as “front desk friendliness” or “can-go attitude” added 2 and 1.6 to 88.6 and 85.5 respectively. Guests mention that all services have become more welcoming and hotels’ stuff really shows care for their guests. Visitors also selected higher marks for such parameters as “comfortable” and “welcome” (+1.7 and 1.7 to 85.4 and 86 respectively). The biggest gainer in the service category is Affinia Hotels. The leaders in luxury hotels category are Baglioni hotels in Milan and Taj hotels in Mumbai.

The overall level of satisfaction is led by luxury accommodations. The leader is Oberoi Hotels and Resorts. The highest rank between the middle scale accommodations is acquired TownPlace Suites brand that belongs to Marriott International. Holiday Inn Hotels & Resorts brand by IHG has got the biggest gain in satisfaction.


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