What’s hotel customer’s biggest complaint?
Poor staff attitude, says J.D. Power and Associates.
Their North American Hotel Guest Satisfaction Index Study also found that 82% of guests prefer smoke-free rooms, up from 79% a year ago.
A complimentary breakfast was another must-have amenity, the study found.
In other findings:
ü Sixty-three percent of all hotels among chains have environmentally friendly programs based on guest awareness
ü Seventy-three percent of all guests participate in the hotels’ environmentally friendly programs.
ü Low-satisfaction guests are eight times less likely than high-satisfaction guests to return to the same hotel again.
Report by David Wilkening
