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OTA hotel bookers grumble the most, says survey
J.D. Power and Associates‘ 2012 North America Hotel Guest Satisfaction Index Study released this week says that guest satisfaction rates have declined to 757 on a 1,000-point scale, down 7 index points from 2011.
The survey shows the low is even deeper when declines in other areas of guest experience are factored in. New lows in satisfaction with check-in/check-out; food and beverage; hotel services and facilities as well as satisfaction with rooms were reported.
The study also showed that satisfaction levels were tied to methods of booking.
Guests who booked through an online travel agency were more price sensitive, had lower levels of satisfaction, were less loyal to hotel brands and reported more problems than guests who booked their stay through the hotel website or booked by phone direct with the hotel.
The following hotel brands rank highest in guest satisfaction within their respective segments:
- Luxury: The Ritz-Carlton (for a third consecutive year)
- Upper Upscale: Omni Hotels & Resorts
- Upscale: Hilton Garden Inn and SpringHill Suites (in a tie)
- Mid-Scale Full Service: Holiday Inn (for a second consecutive year)
- Mid-Scale Limited Service: Drury Hotels (for a seventh consecutive year)
- Economy/Budget: Jameson Inn
- Extended Stay: Homewood Suites (for a third consecutive year)
— Gretchen Kelly
Gretchen Kelly
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