More than half (52%) of adults feel there are things missing from the majority of their hotel stays and they would be willing to pay extra for some of these items or services. These are the results of a new Harris Poll of 2,339 U.S. adults surveyed online by Harris Interactive® between July 12 and 18, 2005.

Over half (52%) of adults feel that there is at least one product or service that is missing from most of their hotel stays that they would be willing to pay extra for; 40 percent do not think anything is missing from their stay that they would be willing to pay for, and eight percent are not sure. Topping the list of missing things are business services such as high-speed Internet access or a computer in their room (10%). Other missing items or services people are willing to pay extra for include a spa, Jacuzzi or massage (5%), a better entertainment system (4%), comfortable mattress (3%), refrigerator or microwave (3%), and better maid service (3%).

Hotel services willing to pay more for

“What is the one product or service missing from the majority of your hotel experiences that you would be willing to pay more for to have?” (Base: All Adults)

10% Business services/high speed internet/computer in room
5% Spa/Jacuzzi/massage
4% Better entertainment system (more TV channels, DVD Player, TIVO, etc.)
3% Comfortable mattress/pillow/chair/bedding
3% Refrigerator/microwave/kitchenette
3% Cleanliness/better main service
2% Fine dining/good food/better breakfast/lunch/dinner
2% Room service/better room service
1% Snacks/drinks in room
1% Better/brand name hygiene products
1% Quiet
1% Better/faster customer service
1% Coffee maker/more coffee in room
1% Animal friendly/Allow pets
1% Swimming pool
1% Shuttles/Buses/Car Service
1% Concierge service
1% Kid friendly/Child care/Day care/Babysitting
1% Laundry/dry cleaning
1% Fitness center
1% Better/Cleaner/Softer bedding/linens/towels
1% 24 hours services (room service, cafe, pool, etc.)
9% Other
40% None
8% Not sure


The Harris Poll was conducted online within the United States between July 12 and 18, 2005 among a nationwide cross section of 2,339 adults (aged 18 and over). Figures for age, sex, race, education, region and household income were weighted where necessary to bring them into line with their actual proportions in the population. Propensity score weighting was also used to adjust for respondents’ propensity to be online. Although online samples are not probability samples, in theory, with probability samples of this size, one can say with 95 percent certainty that the results have a sampling error of plus or minus 2 percentage points of what they would be if the entire U.S. adult population had been polled with complete accuracy. Unfortunately, there are several other possible sources of error in all polls or surveys that are probably more serious than theoretical calculations of sampling error. They include refusals to be interviewed (nonresponse), question wording and question order, and weighting. It is impossible to quantify the errors that may result from these factors. These statements conform to the principles of disclosure of the National Council on Public Polls.