Bad hotel attitude is major complaint
What’s hotel customer’s biggest complaint?
Poor staff attitude, says J.D. Power and Associates.
Their North American Hotel Guest Satisfaction Index Study also found that 82% of guests prefer smoke-free rooms, up from 79% a year ago.
A complimentary breakfast was another must-have amenity, the study found.
In other findings:
ü Sixty-three percent of all hotels among chains have environmentally friendly programs based on guest awareness
ü Seventy-three percent of all guests participate in the hotels’ environmentally friendly programs.
ü Low-satisfaction guests are eight times less likely than high-satisfaction guests to return to the same hotel again.
Report by David Wilkening
David
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