Maybe it’s the complicated check-in process. The room service food may not be up to par. The gym, pool and other facilities — yech. Whatever the hotel industry is doing to drag itself out of recessionary lows, it’s not meeting guest expectations.
A new report from J.D. Power and Associates finds that guests are the most disappointed they’ve been in seven years with the check-in and check-out procedure, the food and drinks served and hotel services and facilities available. It’s also been years since they’ve been this unhappy with the rooms they’ve been offered.
Overall satisfaction is down seven points from last year, reaching 757 on a 1,000-point index. Visitors are generally happy with costs and fees, which according to researchers has the effect of masking a steep deterioration in the rest of their experience.
“Charging guests more and providing less is not a winning combination from a guest satisfaction perspective, much less a winning business strategy,” Stuart Greif, a J.D. Power vice president, said in a statement. “In short, hoteliers are falling further behind and need to catch up.”
One easy way to tick off guests: charge for Internet access. More than half (55%) of hotel