A recent article by Gary Stoller in USA Today reports that hotel guest satisfaction has dropped to its lowest level in seven years, noting that check-in and check-out, guestrooms, food, Internet/WiFi fees, and facilities such as pools and business centers top the list of travelers' dislikes. J.D. Power and Associates' annual survey of North American hotel guests reveals a drop in satisfaction with check-in and check-out services, and with food and beverage services, which could be a result of the continuing impact of cuts in staffing made during the economic downturn, says Jessica McGregor, a J.D. Power senior manager.
Charging for Internet access also is a sore point. Guests who were charged for access had an average satisfaction score of 688 for costs and fees — 76 points lower than those who weren't charged extra.
ABC News also reported on the J.D. Power and Associates’ survey noting that how a person books their hotel stay may also be related to their satisfaction. It turns out that how a person books their hotel stay may also be related to their satisfaction. The study found that guests who book their hotel stay with online travel agencies (Orbitz, Expedia and competitors) tend to be less satisfied with their stay then those who book directly with the hotel web site or over the phone. These travelers tend to be more price-sensitive, have lower levels of satisfaction with their stay, are less loyal to hotel brands and tend to report more problems.