It’s no surprise the hotel industry is making a strong comeback. When travel started to falter in the down economy, hotels kept the spirit alive with the ‘staycation’ craze. Now, as more people start spending money on much-needed vacations again, the hotel industry is once again at the forefront of recreating the ultimate customer service experience and according to travelers, hotels are doing a pretty good job.
The latest survey results from J.D. Power and Associates says guests have generally been happier with their hotel experience over the past year. The study finds that the proportion of hotel guests making reservations online has increased in 2010. Not surprisingly, a drop in hotel prices had a little something to do with this, but we’ve heard from more hotels that customer service and personalized guest programs have been at the forefront of their efforts over the past year.
So, how has your hotel stacked up against its competition? The latest study measures how well hotel chains satisfy their customers and ranks the hotels by economy-budget to upscale-luxury. The study leaves out independent chains and hotels, but more well-known brands like Four Seasons, Ritz-Carlton, Marriott, Embassy Suites and Hilton are part of the survey. Drury Inn & Suites, Hilton Garden Inn, Homewood Suites, Microtel Inns & Suites, Omni Hotels and The Ritz-Carlton rank highest in customer satisfaction.
The following hotel brands rank highest in guest satisfaction within their respective segments:
Luxury: The Ritz-Carlton
Upscale: Omni Hotels & Resorts
Mid-Scale Full Service: Hilton Garden Inn (for a second consecutive year)
Mid-Scale Limited Service: Drury Inn & Suites (for a fifth consecutive year)
Economy/Budget: Microtel Inns & Suites (for a ninth consecutive year)
Extended Stay: Homewood Suites
We’re curious: Do you agree with the results? Were you satisfied with your most recent hotel stay?