The winners were the Ritz-Carlton, JetBlue Airways and Enterprise Rent-A-Car.
They were the top picks in the Market Metrix Hospitality Index for the first quarter of this year, ranking no. 1 in their categories.
But for the first time since 9-11, guest satisfaction at hotels was down or flat across all hotel segments with one exception: Extended Stay.
The biggest losers were the casino and luxury segments of the market.
Why?
Metrix speculated the market may be starting to flatten out, or hotels may also have cut back in staffing and amenities enough to make guests take notice.
“Continuing declines in customer satisfaction will further influence demand and consumer price tolerance. Dissatisfied guests are more price sensitive and less likely to return,” Metrix said.
Report by David Wilkening
