US Hotels not cuttin’ it!


Apparently we are unhappy with the hotels in the US. In a survey done by J.D.Powers and Associates in June, our satisfaction level has dropped. Overall we were unhappy with the check-in and checkout process, food, and facilities such as pool and business centers as well as additional fees charged for items that we think should be included (internet access :). The survey suggests that our satisfaction level is at its lowest in 7 years.

The survey also found that guests who book through the big box travel venues ( not through your fantastic travel agent) are more price sensitive, report more problems, and have less satisfaction with their stay.

The Ritz Carlton had the highest satisfaction rating of all hotel companies (the third consecutive year BTW). Among the mid scale hotels Drury was #1. Homewood Suites rated #1 in the extended stay category (also their 3rd year in that spot) and Holiday Inn rated well.

In the upscale division Hilton Garden Inn and Springhill Suites tied for the best score. Omni hotels also rated high.

It seems to me that there is a lesson to be learned here. As in the airlines, nickel and diming us to death (pay for carry on bags….say what????), this strategy is not working. We as consumers expect great service and a fair amount of amenities are expected. In this economy should the hotels and airlines for that matter grow their business providing GREAT customer service and develop customer loyalty. I think we are willing to pair a fair and competitive price for good quality and service. I think we are educated consumers and relaize that the cheapest is not usually the best.

Just a thought…………………

What hotels are your personal favorites and why? Inquiring minds want to know!

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