Hoteliers must find new ways to boost guest satisfaction as expectations for amenities grow, according to a recent study from J.D. Power
Guests are happy with their hotel stays overall, but that satisfaction isn’t growing by leaps and bounds.
The J.D. Power 2016 North America Hotel Guest Satisfaction Index Study saw that guest satisfaction increased from 804 to 806 on a scale up to 1,000. Rick Garlick, global travel and hospitality practice lead at J.D. Power, said that kind of increase is “not statistically significant.” In recent years, scores have jumped much more than that.
The reason, Garlick said, is amenity creep.
Over the past five years, the quality of everything in hotels has improved, he said, so much so that it’s all become standard in the eyes of guests. Take the flat-screen, high-definition TV, he said. Those used to be a selling point for hotels, but now they’re in every guestroom so they have become the norm.
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