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The Number One hotel complaint is noise!
The 11th “North America Hotel Guest Satisfaction Survey” from J.D. Power and Associates has reported that the number one complaint from guests in hotels is not everything else you might think of, for example, food, beds, smokers, etc, but simply……… noise!
In the survey of 47,634 travelers queried about a recent hotel stay, noise was the most significant problem reported, followed by room cleanliness, hotel/room maintenance, room smell and staff attitude.
Other findings included:
** Staff service was the No. 1 complaint of those staying at luxury hotels, with service becoming “a key differentiator” in the luxury segment, says J.D. Power exec Linda Hirneise.
** Top chains in overall satisfaction were Ritz-Carlton [luxury], Embassy Suites [upscale], Hilton Garden Inn [mid-scale full service], Drury Inn & Suites [mid-scale limited service], Microtel Inns & Suites [economy/budget], Homewood Suites [extended stay]. Hilton Garden Inn and Microtel topped their segments for the sixth year in a row, Ms Hirneise said.
** For the first time, respondents were surveyed on hotel eco-programs: 29% did not know whether the hotel had environmentally friendly programs. [“If you have it, you need to tell guests about it,” Hirneise said].
** Seventy-three percent of guests said they’d participate in eco-friendly initiatives, with the guests’ least likely to participate in such programs were those born prior to 1946 staying at luxury hotels.
Report by David Wilkening
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