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.