Survey: Hotel Guest Satisfaction Down

J.D. Power and Associates has released their 12th annual survey of hotel guests has found that overall guest satisfaction has dropped in all categories except luxury and extended-stay. Hotels were rated in seven key customer satisfaction areas (reservations, check-in/check-out, services, facilities, guestroom, fees, and food and beverage) across six hotel segments (luxury, upscale, mid-scale full service, mid-scale limited service, economy/budget and extended stay). The number one problem reported was noise while maintenance was number two.

More than 53,000 people who stayed at a hotel in the last year were surveyed. Problems with room maintenance (physical condition of the room and whether things are in working order) were worse in all segments of the industry. Guests at extended-stay hotels reported the most issues with Internet service. Those who stayed at luxury lodgings were most irked by parking fees. For the first time in the past year, more than half of guests made reservations online.

The hotels rated the best in each category were:

• Luxury: The Ritz-Carlton
• Upscale: Embassy Suites Hotels
• Mid-Scale Full Service: Hyatt Place
• Mid-Scale Limited Service: Drury Inn & Suites
• Economy/Budget: Microtel Inns & Suites
• Extended Stay: Homewood Suites

(JD Power)