To probably no one’s surprise, hotel guests these days are not as happy as they used to be, and JD Power has the survey and the numbers to confirm it.
The industry survey company surveyed 34,407 guests between May 2021 and May 2022, asking 150 questions about guests’ hotel stays across 101 hotel brands. The survey covered a period of rising occupancy rates that are now reaching pre-pandemic levels. Over the period of the survey, occupancy rose by 34.8%, the company said.
The survey gave high marks to hotel employees, but reported dissatisfaction with rates and fees and the rooms themselves. Despite the near-universal end of daily housekeeping, respondents gave high marks for cleanliness, but were not so happy with furnishings and decor, amenities and bathroom quality.
The survey covered a period in which hotel per-night rates and fees rose steadily as hotel operators sought to repay themselves for pandemic-caused losses, while not significantly investing in any upgrades or improvements while rooms were empty. The combination of rising prices and disappointing rooms appears to be the major cause of the loss of satisfaction.
