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Hotel Guests Satisfaction Grows

The new report prepared by J.D. Power clearly states that these days hotel guests are more satisfied with the service they get. Actually, the satisfaction rate has reached its peak level since 2006.

The study, which has been conducted for 18 years already, covers several hotel segments, namely luxury, upper upscale, upscale, midscale full service, midscale, upper extended stay, extended stay and economy/budget. When checking customers’ satisfaction, seven main keys are used – reservation, ease of check-in and check-out, the condition of the guestroom, food and beverage services, cost of guestrooms and other services, and, finally, hotel facilities.

The average overall satisfaction of hotel guests in 2014 estimated 784 points with 1000 being the highest score possible. That is 27 points higher than in 2012. Experts see visible improvements in almost all segments. Extended stay and upper extended stay segments are the only exception with satisfaction level remaining stable. The best result was reached by middle segment hotels – they added 10 points are exceeded the 800 points achievement for the first time. Another significant change concerns environment friendly hotels. There is a definite shift in eco hotels trend – environment friendly hotels got biggest number of positive reviews, while most negative comments concerned environment careless hotels.

J.D. Power also published the list of most popular hotel brands in every segment according to answers of over 67,000 travellers. Four Seasons Hotels and Resorts won in the luxury segment, while Kimpton Hotels got the highest satisfaction rank in upper upscale segment. Upscale hotels visitors ranked Hilton Garden Inn as the best brand in this category, and Holiday Inn was named as the best midscale full service hotel. This hotel brand has got the highest satisfaction rank for four years already. Among midscale hotels, guests ranked Drury Hotels first. This brand occupies the honourable rank for a ninth consecutive year! In extended stay and upper extended stay the best hotel brands are Candlewood Suites and Homewood Suites by Hilton respectively. Finally, in economy/budget segments, travellers were most satisfied with Microtel Inn & Suites by Wyndham.

29.07.2014

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