News for the Hospitality Executive
|WESTLAKE VILLAGE, Calif., July 24, 2007 - Although nearly
three-fourths of hotel guests in North America willingly participate in
environmentally friendly programs offered during their hotel stays, many guests remain unaware of whether these programs are offered at the hotel property, according to the J.D. Power and Associates 2007 North America Hotel Guest Satisfaction Study(SM) released today.
In response to growing concern about global warming and conservation
issues, being environmentally responsible has become a top trend in the
hotel industry, with properties initiating various "green" programs, such
as changing linens and towels only on request and using water-saving bathroom
faucets and toilets.
year. In addition, three of the six highest-ranked brands -- Hilton Garden Inn, Embassy Suites Hotels and Homewood Suites -- are part of the Hilton Hotels Corporation.
In this year's study, issues with staff attitude and staff service are among the most frequently reported problems by hotel guests, particularly by luxury hotel guests. With more than one in five guests reporting a problem with staff service, this issue is the most frequently mentioned problem among luxury hotel guests who say they experienced a significant problem during their stay.
"With the hotel industry rapidly approaching product and price parity, the key differentiator between a good hotel experience and a truly
outstanding experience is the quality of service delivered by the hotel staff," said Hirneise. "Staff-related problems are controllable, and
significant problems with staff make it difficult, if not impossible, to deliver great service and high levels of satisfaction. Hotels have
dedicated tremendous resources for renovations and improvements of their properties in efforts to improve satisfaction, but all of this may be for naught if service excellence is remiss."
The study finds that 97 percent of hotel guests say they feel either safe or very safe traveling within North America. However, among hotel
guests traveling outside of North America, 34 percent report feeling "unsafe" or "very unsafe." Of those traveling abroad, 40 percent of those staying in economy/budget hotels and 38 percent of guests staying in mid-scale limited service hotels say they felt "unsafe" or "very unsafe", compared with only 21 percent of guests who reported feeling "unsafe" or "very unsafe" while staying in luxury hotels.
The study also finds that providing a non-smoking environment continues to be important to hotel guests. Overall, 82 percent of guests say they prefer a smoke-free hotel environment-including public areas and guest rooms-up from 79 percent in 2006. In response to this preference among guests, some hotel brands now offer completely smoke-free environments, including Marriott properties in North America and Westin Hotels & Resorts properties in the United States, Canada and the Caribbean.
(Based on a 1,000-point scale)
Le Meridien Hotels and Resorts, Millennium Hotels and Resorts,
Park Hyatt Hotels, Sofitel and St. Regis Hotels & Resorts
Upscale Segment Overall Satisfaction Index
Mid-Scale Full Service Segment Overall Satisfaction Index
Mid-Scale Limited Service Segment Overall Satisfaction Index
Economy/Budget Segment Overall Satisfaction Index
America's Best Inns & Suites, Budget Host Inn and Country Hearth Inn
Extended Stay Segment Overall Satisfaction Index
Hyatt Summerfield Suites, MainStay Suites and Studio 6
The 2007 North America Hotel Guest Satisfaction Index Study is based
on responses gathered between June 2006 and June 2007 from 47,634 guests
who stayed in a hotel between May 2006 to June 2007.
J.D. Power and Associates
|Also See:||Drury Inn & Suites, Four Seasons Hotels and Resorts, Hilton Garden Inn, Microtel Inns & Suites, Omni Hotels and Residence Inn Top Customer Satisfaction Rankings; The J.D. Power and Associates 2006 North America Hotel Guest Satisfaction Index Study / July 2006|
|J.D. Power and Associates Reports: Hotel Guest Satisfaction is Up, Despite Rising Room Rates and Increased Occupancies; Hilton Brands Receive Top Rankings in Three Out of Six Segments / July 2005|
|The 2004 North America Guest Satisfaction Index Study; Enhanced Beds Make Strong Impact on Satisfaction / J.D. Power and Associates / July 2004|
|Making Hotel Reservations Online Doesn't Necessarily Result in a Lower Room Rate / The 2003 North America Hotel Guest Satisfaction Index Study - J.D. Power and Associates / Aug 2003|
|Meeting Planner Satisfaction Leads to Increasing Rates of Loyalty for Hotels - J.D. Power and Associates / Aug 2002|
|Nothing Shy of an “Outstanding” Experience is Key to Guest Loyalty; Top U.S. Hotel Chains Ranked by J. D. Power and Assoc. on Guest Satisfaction / Sept 2001|
|Omni Hotels, Embassy Suites, Courtyard by Marriott, Hampton Inn and Fairfield Inn areTops in Respective Segments When Ranked for Customer Satisfaction / J.D. Power and Associates 2000 Domestic Hotel Guest Satisfaction Study / August 2000|
|1999 Domestic Hotel Guest Satisfaction Study Ranks Top Hotel Chains in Five Segments / April 1999|
|Renaissance Achieves Highest Ranking in Frequent Flyer Magazine/J.D. Power and Associates 1998 Domestic Hotel Guest Satisfaction Study / Jan 1998|