Skift Travel News Blog

Short stories and posts about the daily news happenings around the travel industry.


North American Travelers Rebuke Hotels on Quality Issues, Says JD Power Survey

2 years ago

A lot of hotel guests are dissatisfied with customer service and costs, according to study released on Wednesday by JD Power, a market research firm.

A survey of 34,407 hotel guests for stays between May 2021 and May 2022 found a higher level of complaints than the previous comparable period.

Many consumers appear to be irritated about costs and fees, room cleanliness, and staffing. The results come against a backdrop of a hotel sector struggling to handle the post-pandemic surge in demand during a labor crisis.

Key takeaways involve the interplay of cost and quality in consumers’ minds:

  • “The single biggest factor driving this year’s 8-point decline in overall satisfaction is hotel cost and fees.”
  • Guest satisfaction with budget and “upper-midscale” properties fell 11 points, the largest decline in years.
  • “Another factor driving the decline is satisfaction with guest rooms, which suggests that hotel guests are feeling like they are paying more, but not getting more in return.”
  • “While hotels still get relatively high satisfaction scores for guest room cleanliness, scores for décor and furnishings, in-room amenities and quality of bathrooms decline from a year ago.”

JD Power's North America Hotel Guest Satisfaction Index (NAGSI) Study


Well-to-Do Americans Still Plan to Travel, Says Morgan Stanley Research

2 years ago

Morgan Stanley Research released on Tuesday another of its AlphaWise surveys on consumer sentiment. This time it polled about 2,000 U.S. consumers between April 29 and May 2.

Well-to-do households said they were sticking with their travel plans, while there was some weakening in travel planning by other consumers.

Households with income above $150,000 told pollsters that they were still planning to spend significantly more than average on domestic leisure, work-related, and international travel during the next six months.

Morgan Stanley Research