This article by J.D. Power discusses how, despite cost cutting programs in hotels, guest satisfaction actually improved in 2009. Hotels are accomplishing this by focusing on providing extraordinary guest service consistently regardless of rate discounts and possible staff declines. “Hotel guests want the comforts of home at a competitive rate,” said Michael Drago, director at J.D. Power and Associates. Guests are really focused on value for their dollar in this economy and are expecting more “extras” without charge, including: pillow choices, parking, breakfast, wireless and pillow-top mattresses. Guest are also more aware of “green” program, and those that are aware are reporting higher satisfaction with “green” hotels. As a result, hotels not only need to be thinking green but need to go out of their way to educate their guests about their green practices.
I was surprised to read that guests making reservations on-line has decreased slightly. I wonder if guest feel in this economy they can get better rates by negotiating directly with a reservationist.