Personalized service? Check. Warm welcome? Check. Increased guest satisfaction overall? Check. The Ritz-Carlton company continues to lead the ranks as the hotel group that shines when it comes to providing the best overall guest experience, according to a the latest hotel guest satisfaction study from J.D. Power and Associates
According to the report, while hotel rates have continued to rise, hotel guest satisfaction has declined 7 index points from 2011, and satisfaction with guest rooms has declined within one point of its lowest level in the past seven years.
However, not all is lost for the hotel industry. The following hotel brands rank highest in guest satisfaction within their respective segments:
Luxury: The Ritz-Carlton (for a third consecutive year) Upper Upscale: Omni Hotels & Resorts Upscale: Hilton Garden Inn and SpringHill Suites Mid-Scale Full Service: Holiday Inn Mid-Scale Limited Service: Drury Hotels Economy/Budget: Jameson Inn Extended Stay: Homewood Suites
Some of the key findings from the report show that cost and fees associated with hotel travel weigh heavily on guest satisfaction. Most guests rate Internet fees and resort fees as the major source of dissatisfaction from hotels. Other areas of annoyance included:
guest room cleanliness and space
food and beverage services
general hotel services
costs and fees
The J.D. Power and Associates Hotel Guest Satisfaction survey measures overall hotel guest satisfaction across hotel segments ranging from luxury to budget across seven key measurement areas - reservations; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and costs and fees.