A survey from Accenture of more than 12,000 consumers in 32 countries that seems to debunk the idea that hotel guests are loyal to brands and individual properties. According to the study, 41% of hotel customers cite offers as a top differentiator when choosing a hotel. Only customers at retail outlets are more inclined (45%) to look for a deal first when choosing where to shop. More than 60% of those responding said they consider two or more hotels when shopping for accommodations, the highest proportion among industries covered in the study. The other study, conducted by the Temkin Group, was even more damning. This survey of 10,000 consumers focused on customer experience, and the hotel industry should be ashamed of its showing: Among 19 industries studied, hotels placed 15th with an average positive customer experience rating of 60%, down 5.4 percentage points from a year ago. “We saw customer experience in the hotel take a nosedive this year. It’s time for hotels to reevaluate their customer experience,” said Bruce Temkin, managing partner, in a news release. Get the full story at Hotel News Now