guest satisfaction
Tale of Two Travel Markets: High-End Hotel Segments See Steady Guest Satisfaction Improvement, While More Affordable Hotel Segments Post Declines, J.D
J.D. Power | July 16, 2024
Higher Room Rates, Longer Stays and Fewer Trips Put Focus on Quality of Guest Rooms and Hotel Maintenance TROY, Mich.: 16 July 2024 — With an average daily rate (ADR) for a U.S. hotel room of $158.45 in May 2024—the second-highest month ever behind $159.01 in October 20231—virtually every traveler in every hotel price bracket is paying more for a hotel room. According to the J.D. Power 2024 North America Hotel Guest Satisfaction Index (NAGSI) Study,SM released today, travelers’ perceived value for those higher prices is very much dependent on how well the hotel delivers on their expectations. This year, the luxury and upper upsca...
Why Hotels Should Master the Fundamentals of Guest Experience Before Adding the Bells and Whistles...
Joe Vargas | July 10, 2024
By Joe Vargas, SVP & General Manager, Infor Hospitality NBA legend Michael Jordan is famous for his thrilling game style, but he didn’t get there without mastering the basics of the sport. As he famously said, “You can practice shooting eight hours a day, but if your technique is wrong, then all you become is very good at shooting the wrong way. Get the fundamentals down, and the level of everything you do will rise.” The same can be said for the hospitality industry. Innovative features undoubtedly have the potential to elevate guest experiences to new heights. However, hotel executives aiming to close the experience gap must ...
Stoney Creek Hotels Partners with Travel Outlook, The Premier Hotel Call Center, To Boost Voice Revenue and Increase Guest Satisfaction...
Travel Outlook The Premier Hotel Call Center™ | September 19, 2023
SANTA FE, NEW MEXICO (September 19, 2023) — Travel Outlook, The Premier Hotel Call Center™, is pleased to announce that Stoney Creek Hotels (Stoney Creek), a group of 12 unique, privately owned and operated inns and hotels, has partnered with Travel Outlook to provide voice channel services for Stoney Creek. Known for its highly personalized and effective service, Travel Outlook was chosen to enhance customer service and to take advantage of upselling opportunities for the Stoney Creek brand. As the first and only call center certified by the Kennedy Training Network (KTN), Travel Outlook uses a specific sales approach developed exclus...
Hotel Management Company Investments in Staffing, Maintenance and Renovations Reflected in Overall Guest Satisfaction, J.D. Power Finds...
J.D. Power | September 8, 2023
TROY, Mich.: 8 Sept. 2023 — After several years of incredibly challenging business conditions, which caused much of the hospitality industry to scale back on capital expenditures, hotel management companies have started making serious investments in renovations, maintenance and staffing. According to the J.D. Power 2023 North America Third-Party Hotel Management Guest Satisfaction Benchmark,SM released today, those investments are paying off in the form of strong satisfaction scores for quality of the guest room and staff service. “In the span of a year, staffing has gone from being the biggest pain point for hotel management compani...
Nemacolin Turns to Hapi for Salesforce CRM Deployment...
Hapi | May 4, 2023
Nemacolin has placed new emphasis on personalized guest experiences that will drive higher guest satisfaction scores and repeat business. MIAMI and FARMINGTON, Pa., May 4th, 2023 – Nemacolin, an award-winning, luxury destination resort nestles within 2,200-acres in the Laurel Highlands of southwestern Pennsylvania, has partnered with Hapi and Salesforce to roll out high-touch, personalized service across its entire campus, which includes lodging, restaurants and activities. In addition to two championship golf courses and a casino, Nemacolin features a salon, shops, an award-winning spa and a holistic healing center. Dining options i...
Coast Hotels Selects Shiji’s Online Reputation Management Solution to Drive Guest Satisfaction Across North America...
Shiji Group | April 19, 2023
Shiji ReviewPro has been implemented across 24 Coast Hotels in North America to improve guests' experiences and further enhance Coast Hotel's reputation. ATLANTA, Georgia, April 19, 2023 – Shiji Group, a leading hospitality technology partner, announced today that it has installed its online reputation management platform Shiji ReviewPro across 16 Coast Hotels properties and 8 restaurants in North America. Coast Hotels is a leading Canadian hotel brand with properties across British Columbia, Alberta, Saskatchewan, Yukon, Alaska, Washington State, California, and Hawaii. With the addition of Shiji ReviewPro, Coast Hotels will have the ...
Customers Give Hotels ‘5 Stars’ As Guest Satisfaction With the Industry Surges, ACSI Data Show...
ACSI | April 18, 2023
ANN ARBOR, Mich.--Good news for the travel industry: Not only are folks giving in to wanderlust again, but they’re enjoying all the accommodations along the way. According to the American Customer Satisfaction Index (ACSI®) Travel Study 2022-2023, satisfaction across all four industries measured — airlines, hotels, car rentals, and online travel agencies — is up. The outlook is especially cozy for hotels. “After two years of decline, a sweeping surge in guest satisfaction with hotels could signal that the industry is moving past the pandemic,” says Forrest Morgeson, Assistant Professor of Marketing at Michigan Stat...
Hotel Owners Turn Their Attention to Renovations...
JLL | December 20, 2022
The hospitality industry continues to rebound from the decline in travel during the COVID-19 pandemic. Yet, one lingering impact looms. With maintenance and renovation projects mostly deferred over the last two-and-a-half years, guest satisfaction is taking a hit from outdated and inconsistent hotel conditions. The latest J.D. Power North America Hotel Guest Satisfaction Index shows that overall guest satisfaction is down 8 points on a 1,000-point scale, driven in part by dissatisfaction with guest rooms. Prior to 2020, the average hotel was renovated every 7 to 10 years. While the extent of these renovations has always varied by hotel...