InterContinental still the one for guest satisfaction, says Roy Morgan
Intercontinental Hotels has narrowly maintained its lead in customer satisfaction ratings, according to the latest Roy Morgan Research data.
Mantra, Crowne Plaza, Marriott and Hilton have all closed the gap on Intercontinental and there is now less than a two percentage point gap between the top five hotels.
For the year ended May 2010, 88.8% of Australians who stayed at an Intercontinental hotel were either ‘very’ or ‘fairly’ satisfied, followed by 88.6% for Mantra, 88.5% for Crowne Plaza, 87.9% for Marriott and 87.2% for Hilton.
Jane Ianniello, Roy Morgan Research International director of tourism, travel and leisure, said, 
“Roy Morgan Single Source shows that premium hotel and resort brands have lower patronage levels but receive the highest satisfaction ratings.
“Intercontinental is maintaining a narrow lead on other premium hotels and resorts, but Crowne Plaza, Marriott, and Hilton have all significantly improved their satisfaction ratings over the past two years.â€â€¨
Bruce McKenzie, chief operating officer Australasia of IHG, owner of the InterContinental and Crowne Plaza brands said, “The phrase ‘voting with your feet’ is never truer than with hotels.
“Today’s traveller has more choice than ever, and we love it when they not only stay with us, but they keep coming back.â€
The Roy Morgan Hotel & Resort Customer Satisfaction survey tracks the patronage and overall satisfaction levels among hotel guests, comparing premium, mid-level and basic service categories.
More than 23,120 Australian residents participated in the survey over the last 12 months.
Ian Jarrett
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