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Hotel Guest Satisfaction Improving

By Expert Author: www.cheapfares.com

Given that many travel because of cheap travel options such as cheap airplane tickets, discount hotel rooms, discount travel deals, and cheap vacation packages, it is good to hear that travelers planning to stay at hotels are increasingly likely to be pleased with their accommodations.

Improvements in hotel facilities and services have resulted in hotels receiving their highest ranking of guest satisfaction in years, according to a newly released J.D. Power and Associates study.

The most critical group of travelers is Millennials, people between the ages of 18 to 30 who are starting to travel and spend more. They are highly valued in part because Millennials tend to be more loyal to hotel brands as evidence by 27 percent of them saying they are highly committed to a brand vs. 25 percent of travelers of other generations. Hotels are trying to cater to this group to create a lifetime bond.

The J.D. Power an annual hotel survey is in its 18th year and was based on responses from in excess of 67,000 guests who stayed in North American hotels from May 2013 to May 2014.

Total hotel satisfaction for the most recent survey averaged 784 points (on a 1,000 point scale) an increase of 27 points from the prior year. This is the highest level of satisfaction recorded since J.D. Power began using a new methodology in 2006.

Respondents rated hotel based on:

• The reservation process

• Check-in and checkout

• Rooms and other facilities

• Food and beverage options

• Rates and fees

One of the reasons for receiving a higher satisfaction rating is that hotels have been making investments in their facilities and amenities after years of cutting back during the recession.

One example of such spending is InterContinental Hotels Groups which has invested $1 billion to overhaul its brand and introduce a new modern design and improved amenities over the last three years.

Among hotel guests’ biggest complaints were dirty rooms and internet connectivity, regardless of whether it was complimentary or billed.

One of the hotel industry’s biggest ongoing challenges is providing enough bandwidth to cover the multiple devices guests carry as well as the amount of video they want to download. Demand for bandwidth is currently outpacing the industry’s ability to keep up with it.

Midscale hotel chains achieved the largest year over year improvement, with their satisfaction rating rising 10 points to 801. These hotels are perceived as providing great value for the money in part by offering complementary service for things such as Internet and breakfast.

The following are the hotel brands with the highest guest-satisfaction scores, by category:

• Luxury: Four Seasons Hotels and Resorts
• Upper Upscale: Kimpton Hotels (second consecutive year)
• Upscale: Hilton Garden Inn
• Midscale Full Service: Holiday Inn (fourth-consecutive year)
• Midscale: Drury Hotels (ninth-consecutive year)
• Economy/Budget: Microtel Inn & Suites by Wyndham (second-consecutive year)
• Upper Extended Stay: Homewood Suites by Hilton (second-consecutive year)
• Extended Stay: Candlewood Suites

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