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Hotel Costs Up, Guest Satisfaction Down

Guest satisfaction is down slightly among hotel guests as costs rise and demand and occupancy return to pre-pandemic levels, according to J.D. Power’s 2022 North America Hotel Guest Satisfaction Index Study.

Travel Pulse reports that hotel guests don’t feel like they’re getting their money’s worth as pricing has risen across all hotel segments. Hotel cost and fees were the largest contributing factor to the index’s eight-point drop in overall satisfaction based on the 1,000-point index.

Guest satisfaction with hotel rooms is another contributing factor, as scores for decor and furnishings, in-room amenities and the quality of bathrooms are down from 2021. However, hotels still score fairly high on satisfaction for guest room cleanliness, according to the report.

Another factor is the cost of Wi-Fi. The percentage of guests who paid extra for Wi-Fi rose four percentage points compared with 2019.

Meanwhile, the number of staff interactions has dropped due to the industry’s labor shortage. Guests report having fewer interactions with front desk staff or breakfast attendants this year than in 2019, but they still score the staff highly on courtesy, Travel Pulse reported.

J.D. Power’s North America Hotel Guest Satisfaction Index Study, now in its 26th year, analyzes guest responses to more than 150 questions about branded hotel stay experiences and measures the performance of as many as 101 brands across eight market segments. This year’s study is based on responses from 34,407 hotel guests for stays taking place between May 2021 and May 2022.

For more information, read Travel Pulse’s article here.