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Hotel guest satisfaction dropping

August 13, 2008 | Hospitality Industry

Hotel guest satisfaction is slipping, although brands traditionally rated highest are maintaining their popularity, according to the J.D. Power and Associates 2008 North America Hotel Guest Satisfaction Index Study.

The study, released July 29 and in its 12th year, is based on responses from more than 53,000 guests over the past 12 months. Hotels are rated on seven measures: reservations, checkin and checkout, guest rooms, food and beverage service, hotel services, hotel facilities and costs and fees.

Compared with the 2007 study, overall satisfaction dropped in every tier except luxury and extended stay. The drop was sharpest in the economy/budget tier, which had the highest year-over-year fall in the study’s history, marred by issues with guest rooms and food offerings.

Marriott International’s Ritz-Carlton brand rated highest in the luxury tier, followed by Four Seasons Hotels and Resorts, echoing the opinion of travel buyers in Business Travel News’ 2008 U.S. Hotel Chain Survey. Both brands tied for the top score in BTN’s survey. This is Ritz-Carlton’s second year to top the tier in the J.D. Power survey.

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