J.D. Power Survey Shows Declining Satisfaction with Hotel Services

It turns out that every silver lining has a cloud. J.D. Power and Associates’ 16th annual study of hotel guest satisfaction shows that travelers are not as happy with the service they are receiving. And the reason for this decline? The improving economy and recovery of the hotel industry.

Released Wednesday, the “J.D. Power and Associates 2012 North American Hotel Guest Satisfaction Index Study” reports that the overall satisfaction score was 757 out of a possible 1,000, a seven point decline from 2011. The drop was softened by relatively high levels of satisfaction with hotel costs and fees, but scores in several service categories—including satisfaction with hotel facilities, the check-in and check-out processes, and food and beverage—were at their lowest levels since 2006.

J.D. Power and Associates’ explanation for this dip is that hotels were less crowded during the recession as people limited their travel, which meant shorter lines, less crowded gyms and more opportunities to upgrade. As travel picks up again, hotels that have been getting by with reduced staffs and putting off renovations are falling farther behind their guests’ expectations.

The study also ranked the brands that ranked highest in seven segments. In the luxury segment, The Ritz-Carlton was No. 1 for the third consecutive year. Omni Hotels & Resorts ranked first in the upper upscale segment, while Hilton Garden Inn and SpringHill Suites tied for first in the upscale segment. hotelnewsnow.com