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Our Thoughts, Your Thoughts on the Hotel Guest Satisfaction Survey

Where: United States

July 28, 2006 at 1:11 PM | 3 Comments

As we mentioned the other day, JD Power put out their annual Guest Satisfaction Survey which studied guests approval ratings with certain hotel chains, across different brands as well all different types of hotel guest behaviors.

The checklist that was surveyed at each hotel includes: reservations, check-in/check-out, guest room, food and beverage, hotel services, hotel facilities, and costs and fees.

Topping the list for the luxury brands is The Four Seasons which is not an earth-shattering result. However, we still can't believe someone would be satisfied with a hotel that likes to overcharge you for high-speed internet access and in most places doesn't even have wireless to overcharge you for.

Omni Hotels did best in the upscale range, tailed closely by Marriott, Renaissance and Embassy Suites. Hilton Garden Inn scored for the mid-scale full service, followed by Drury Inn & Suites for mid-scale limited service.

For the Economy/Budget category which we tend to like not because of the lodgings but because of their free WiFi, neither Holiday Inn nor Best Western did spectacular. Instead, guests preferred Microtel Inns and Suites which offers free WiFi and free telephone calls in the U.S. Lastly, Residence Inn won for best Extended Stay hotel.

What's interesting to note is how the other big hotel chains did. W Hotels scored good on rooms and facilities but low on food and beverage and hotel services. Which means they should probably retool that Whenever/Whatever service.

Hyatt Hotels and Hiltons also did so-so, and Sheraton did a little worse than so-so (its Four Points brand did better, perhaps it was the apple pie?).

Similarly doing a little worse than so-so was Wyndham resorts which is also not surprising since we have quite a few less-than-favorable stories about Wyndham hotels. But is a shame that such large resort chains like Sheraton and Wyndham can't seem to make customers happy.

And missing from the survey was customer satisfaction for boutique chains like Kimpton, JDV, Schrager, Balazs, and Pomeranc. Maybe that's another report for the future.

What are your thoughts on the survey? Do you think it's an accurate perspective on the hotel industry today or is it chock-full of faulty survey tactics? Write in your comments below and start some dialogue on this. Or if you're shy, send us an email.

Related Stories:
· 2006 North America Guest Satisfaction Survey [JD Power]
· Smoking Ban in Hotels Expected to Continue [HotelChatter]

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Author Photo: juliana by juliana

3 Comments

Return to » Our Thoughts, Your Thoughts on the Hotel Guest Satisfaction Survey

  1. Tim L.

    HotelChatter Member
    July 28, 2006 at 2:21 PM




    Re: Our Thoughts, Your Thoughts on the Hotel Guest

    At the level of the Four Seasons, where guests are more concerned with the prestige factor than the costs, it's a different game. For "money is no object" zillionaires, pampering and personal service are more important than whether they're getting ripped off on extra charges.

    As you progress down the scale, however, value becomes much more of an issue. Embassy Suites and Drury Inn consistently deliver good value. People who can afford to spend more but are sensible with their money will pay $80 at Drury rather than $200 at a Hilton for that reason alone. Who walks out of a Marriott or Renaissance saying "Wow, that was a good value"? (Unless they got it on the cheap through Priceline.) Microtel gets a lot of repeat business by giving people free wireless and free phone calls. If you are traveling on business, especially in sales, those two things are incredibly important. With the cost of telecom these days, charging a dollar or two for a one-minute local phone call takes a lot of nerve.

    As for Sheraton and Wyndham, I think it's their lack of consistency that kills them. Some properties are great, some are terrible. You never know which it's going to be when you check into one for the first time. With all the big faceless chains, the cost-cutting of staffing hurts too. The DYI ethic so prevalent in US hotels is trouble when you need some human help--including a bellman.

  1. Courtney

    HotelChatter Member
    July 28, 2006 at 2:24 PM




    survey

    If the boutique hotel chains make it into a survey soon they will do what the new airlines like JetBlue did to the big boys--kill them when it comes to positive feedback.

    The Four Seasons is probably getting top reviewers from people who don't need internet on vacation--a dying breed! Unless they change their policy on WiFi, they shouldn't remain on top forever.

  1. juliana

    HotelChatter
    July 28, 2006 at 2:36 PM




    Re: Our Thoughts, Your Thoughts on the Hotel Guest

    Yeah Four Seasons and other luxe hotel chains definitely have this mentality where they think if you are paying $400+ for a room what's an extra $10 or $20 a day for wireless? But its the principle of it all. Like can't you find a way to rope that into the room rate? And don't get me started on the "resort fees" that the Ritz-Carlton has been known to tack on.

Return to » Our Thoughts, Your Thoughts on the Hotel Guest Satisfaction Survey

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