Happy guests

  • Europe
  • Friday, 22 Nov 2013

Hotel chains in North America with the highest rates of guest satisfaction.

ACCORDING to the 68,700 Canadian and American guests polled in the Power 2013 North American Hotel Guest Satisfaction Index Study, guests at hotel chains such as the Hyatt Place, Kimpton Hotels, the Holiday Inn, and Drury Hotels are most likely to leave happy and be satisfied with their stay.

Hotels were categorised according to their respective segments.

In the luxury category, The Ritz-Carlton took the top spot.

Guest satisfaction was measured on factors such as reservation; check-in and check-out services; guest room; food and beverage options; hotel services; facilities; cost and fees.

Another interesting finding to emerge out of the report was the relationship between a hotel rating and one of the most sought-after amenities among hotel guests: Internet connection.

Overall, customer satisfaction among those who experienced difficulties connecting online dropped 133 points when compared to those who experienced no problems in this area.

Likewise, connecting to the Web was the most commonly cited problem experienced by guests.

Overall satisfaction was also highest among guests who interacted with at least four types of staff, aside from check-in – an interesting finding in light of the current industry trend towards virtual and people-less check-ins.

To optimise your experience, meanwhile, the report suggests contacting the hotel ahead of time to make any special requests, such as restaurant reservations and bookings.

If you’re a regular at a particular property, analysts also recommend establishing rapport with the front office manager and calling ahead so that they can prepare for your visit.

Here are the highest-rated hotel chains in North America according to segment:

> Luxury: The Ritz-Carlton

> Upper Upscale: Kimpton Hotels

> Upscale: Hyatt Place

> Midscale Full Service: Holiday Inn

> Midscale: Drury Hotels

> Economy/Budget: Microtel Inn & Suites by Wyndham

> Upper Extended Stay: Homewood Suites

> Extended Stay: TownePlace Suites

– AFP Relaxnews

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