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Hotel Customer Satisfaction Is On The Decline

Gulfstream Hotel In Lake Worth Beach

Photo: CBS 12

More and more people are traveling to make up for lost time thanks to the pandemic, which means more and more people are checking into hotels. But it turns out many may not be so happy about having to stay at one.

  • In case you missed it, JD Power is out with their 2022 North America Hotel Guest Satisfaction Index Study, and it seem consumer satisfaction with hotels is on the way down.
  • The study looked at 101 brands, with 34,407 guests answering 150 questions about their hotel stays.
  • Overall hotel satisfaction went down eight points last year, with the report noting it’s mostly due to "dissatisfaction with cost and fees and guest rooms."
  • Hotels still get high satisfaction marks for guest room cleanliness, but marks for decor and furnishings, in-room amenities and quality of bathrooms are also on the decline from a year ago.

So, which hotels get the best marks for customer satisfaction? Well, this year’s top vote getters include:

  • Luxury: The Ritz-Carlton
  • Upper Upscale: Hard Rock Hotels
  • Upscale: Hilton Garden Inn
  • Upscale Extended Stay: Hyatt House
  • Upper Midscale: Drury Hotels
  • Upper Midscale/Midscale Extended Stay: Sonesta Simply Suites
  • Midscale: Wingate by Wyndham
  • Economy: WoodSpring Suites

On the other hand, brands scoring the lowest include:

  • Luxury: Loews Hotels
  • Upper Upscale: Sheraton
  • Upscale: Element
  • Upscale Extended Stay: Residence Inn
  • Upper Midscale: La Quinta Inns & Suites
  • Upper Midscale/Midscale Extended Stay: Sonesta ES Suites
  • Midscale: Ramada by Wyndham
  • Economy: Knights Inn

Source: USA Today

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