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Wait, No. Maybe You Don't Like Hotels After All?

July 20, 2011 at 2:35 PM | by | Comments (2)

Yesterday we dished on a new survey that said online reviews are mostly positive but today with the release of the newest J.D. Power and Associates annual hotel survey, overall guest satisfaction has apparently dropped off. Huh?

But wait, it gets even more confusing. The survey also reports that guest satisfaction with room rates and fees have increased as have occupancy rates. This actually strikes us as strange because we've been seeing a lot of silly new fees implemented at hotels lately, coupled with the usual suspects like resort fees, internet charges and parking. But apparently, you all don't mind about that.

However, you are displeased with the other parts of your hotel stay from the hotel facilities and operations to services. But there could be a reason for that.

Stuart Greif, vice president and general manager of the global hospitality and travel practice at J.D. Power and Associates, surmises that hoteliers are finally starting to make more investments in their properties again but they still need time to complete them. Hoteliers are also refraining from hiring more staff until the money is really rolling in hence the results that service is not up to snuff.

Now we may be an atypical hotel guest but we'd place the look of the hotel rooms we've stayed in and their amenities way above the fees and room rates we've been charged. Most hotels, even older ones, have upgraded their amenities to include such techy gadgets like flat-screens, iPod docks and capsule coffee makers as well as putting in fresher room linens, curtains and carpeting. But there is one thing we agree with the J.D. Power survey monkeys--service has been all over the map these days. We'll have more on that tomorrow!

Meanwhile, here's how the hotel brands ranked in terms of guest satisfaction:

· Luxury: The Ritz-Carlton
· Upper Upscale: Embassy Suites Hotels (Upper upscale, really?)
· Upscale: Hotel Indigo
· Mid-Scale Full Service: Holiday Inn
· Mid-Scale Limited Service: Drury Inn & Suites
· Economy/Budget: Microtel Inns & Suites (for the 10th consecutive year!)
· Extended Stay: Homewood Suites

Hey there frequent hotel guests and one-hotel wonders alike--we showed you ours, now you show us yours! Tell us what your overall experience with hotels has been like this year in comments below!

Comments (2)

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J.D. Power?

I'm curious as to why a brand like Kimpton Hotels is not even listed on the JD Powers?  They usually tend to be in the top 2 spots on the MMHI rankings.

I also agree... Embassy Suites being in the upper upscale segment is a joke!  I would think that Conrad hotels would be in that category.  Embassy Suites rooms are nothing special, very bland and cookie cutter.

incline on July 21, 2011 at 1:23 PM #Permalink

Reports Above are Contradicting

Marco Albarran from Remarkable Hospitality, Inc. here. I recall reading both of these reports and they displayed contradicting results as stated above, so I am also confused on this. Service (in general) is certainly subpar, so the industry must invest on this on order to remain above the competition in their respective market.

Also, according to the STR (Smith Travel Research) 2011 US Chain scale, they are categorized under Upper Upscale, even though many may not agree. Conrad is ranked up in Luxury alongside Ritz Carlton.

markalbarran on July 25, 2011 at 5:15 PM #Permalink

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