SkiftStats: Hotel guest satisfaction at record low
Skift Take
As the author says, the bottom line on satisfaction is the bottom line.
While the hotel industry gradually recovers, guest satisfaction with the hotel experience is declining, according to data from J.D. Powers.
Satisfaction with the Check-in/out, Food & Beverage, Hotel Services and Hotel Facilities portion of the guest experience is now at a seven-year low. Satisfaction with the Guest Room is within just one point of its seven-year low. If not for the benefit of elevated levels of Cost & Fees satisfaction, overall guest satisfaction in 2012 would be much lower than in previous years.
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