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| Version | User | Scope of changes |
|---|---|---|
| Aug 3 2008, 9:43 PM EDT (current) | jimglab | 259 words added |
| Aug 3 2008, 9:42 PM EDT | jimglab |
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Worst results are at economy properties
The 12th annual J.D. Power and Associates study of North American hotel guest satisfaction found that overall customer happiness has declined significantly from 2007 levels in four market segments – upscale hotels, mid-scale full-service, mid-scale limited service and economy/budget properties. The biggest decline in customer satisfaction was with economy/budget hotels, especially in their guest rooms and their food and beverage service. “While it may appear that difficult economic times are forcing consumers to move down market, or that an increase in room rates has strained this price-sensitive segment, in actuality only 23 percent of guests indicate that they are new to economy/budget hotel chains—slightly fewer than in 2007,” said J.D. Power executive director Linda Hirneise. “While many economy and budget brands had begun implementing new product and food and beverage initiatives in the past few years, tight economic times may have forced these properties to slow their progress on these enhancements.” In five of the six hotel categories covered by the study, last year’s highest-rated companies repeated their number one ranking: Ritz-Carlton in the luxury segment, Embassy Suites in the upscale segment, Drury Inn & Suites among mid-scale limited service hotels, Microtel Inns & Suites among economy/budget properties, and Homewood Suites in the extended stay category. The relatively new Hyatt Place brand took top honors among mid-scale full-service hotels. The study also found that for the first time, more than half of all hotel guests surveyed said they booked rooms online in 2008 – 52 percent, vs. 44 percent in the 2007 study.
