There aren’t any big surprises here.
According to the just-released J.D. Power and Associates 2010 North American Hotel Guest Satisfaction Index Study, in order for hotel owners to keep their guests happy and coming back, be sure to offer wireless internet, a free breakfast, have plenty of smoke-free rooms and keep the level of customer service high, high, HIGH across all of your properties.
All of these factors are critical in helping to ensure guest contentment.
What I hope we all take from stories like these as corporate housing managers and owners is this–that the same level of customer service and similar types of amenities MUST be included in our own offerings in order for us all to compete with extended stay and luxury hotel properties for the prized corporate customer.
The J.D. Powers study also found that guests’ overall satisfaction with hotels has improved over last year, especially when it came to the cost of their stay, the reservations process and the quality of their room. So, in essence, we need to ensure that we are competitive with our fees and rates, offer a certain level of flexibility and security when booking our properties and be sure we are providing up-to-date, clean, comfortable suites to our customers as well.
The survey also revealed that 58 percent of hotel guests now book their room online, and they’re far more likely to use the hotel brand’s portal than any other site. So, if you haven’t yet, it is high time you looked into expanding your internet presence in order to more effectively promoting your properties.
Just for fun, here’s how the major hotels break down according to customer rankings. The next time you stay at one of these successful properties, be sure you take good notes to take home and possibly translate to your own corporate housing suites.
1. The Ritz-Carlton
2. Four Seasons
3. JW Marriott
6. W Hotels
1. Omni Hotels
2. Embassy Suites
8. Hotel Indigo
13. Crowne Plaza
15. Delta Hotels
Mid-scale full service
1. Hilton Garden Inn
2. Hyatt Place
4. Four Points by Sheraton
5. Wyndham Garden Hotels
6. Holiday Inn
7. Best Western
8. Ramada Inn/Plaza
11. Howard Johnson Hotels/Plaza
Have a great, productive weekend!