According to the Hotel Check-in section of USA Today, guests are more satisfied with hotels during the downturn. You can read the entire article and some pretty insightful comments here. From the article:
“Hotel guests have generally been happier with their hotel experience in the past 12 months vs. the prior year as room rates dropped and crowds thinned, according to J.D. Power and Assoc.’s latest study that measures how well hotel chains satisfy their customers.”
The reasons for increased satisfaction according to the article:
“The travel downturn: With fewer people on the road, people who did travel found emptier hotels, which meant they encountered less competition for the treadmill in the fitness center, or less of a chance to stand in line at a busy convention hotel.”
“Cost: Hotel rates fell in the last 12 months, and customers generally felt more satisfied with what they received for their money.”
“Hotels operations: Hotels genuinely got better at pleasing their customers in the past year due to stiff competition for guests. “All of them are focused on improving guest satisfaction,” Schwartz says. Almost all of the chains increased their scores on a year-over-year basis – and not a single hotel chain saw its score drop significantly, he says.”
Our take: It is somewhat surprising to see increased satisfaction as we are all battling with being understaffed. Most hotels that we talk with have similar or higher occupancy but have much lower staffing levels because the ADRs are so low. We believe that much of it comes down to cost. Many guests are more satisfied simply because the rooms cost less and there is much more perceived value.