July 30, 2012
More bucks, less bang. When it comes to travelers’ satisfaction with their hotel experiences, a new report suggests the industry’s efforts are more dud than dazzling.
Released on Wednesday, J.D. Power and Associates’ 2012 North America Hotel Guest Satisfaction Index Study shows overall guest satisfaction dropping to 757 on a 1,000-point scale, down 7 index points from last year. Although small, the drop is significant, says the report, because it masks even larger drops in key sub-categories, including check-in/check-out, food and beverage and guestrooms.
In other words, it’s not what guests are paying that has them peeved — satisfaction with costs and fees was down slightly but is still high by historical standards — but rather, what they get for their money. More
Lovitt, R. (July 25, 2012). Hotel Guests Are Paying More But Enjoying Stay Less. Retrieved
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