For its July issue, Consumer Reports asked more than 22,000 readers about their stays at 44 chains. It found scores for service, hotel upkeep and the check-in and checkout process had improved since 2006. Yet a quarter of respondents had at least one complaint, with inadequate beds, noise, outdated décor, cramped bathrooms and poor heating or air-conditioning dominating the list.
“The key thing about a hotel is how good a night’s sleep you were able to get,” said Tod Marks, a senior projects editor with Consumer Reports. “An uncomfortable bed is one of the things that always seems to stand out in terms of problems.”
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