JD Power Survey on Hotel Satisfaction

JD Powers released its survey of hotel satisfaction. A couple of paragraphs caught my eye:

“While many brands push the envelope to introduce new amenities and innovations such as satellite radio or Internet check-in, the study finds that brands that improve on offerings in the tried-and-true comforts of home that make for a convenient in-room experience tend to receive considerable boosts in customer satisfaction scores. Amenities of particular interest to consumers include a complimentary breakfast, in-room refrigerators and coffee makers, pillow top mattresses and high-speed Internet access.

An example of this is Omni Hotels, which improves dramatically to rank highest in the upscale segment. Omni Hotels is the first upscale hotel brand to offer free wireless Internet access in guest rooms. Three top-ranking Hilton brands all offer free high-speed Internet access: Hilton Garden Inn, which ranks highest in the mid-scale full service segment; Hampton Inn & Suites, which ranks highest among mid-scale limited service hotels; and Homewood Suites by Hilton, which ranks highest in the extended stay segment. In addition, Hampton Inn & Suites and Homewood Suites by Hilton also offer complimentary hot breakfasts.”

Yes, yes, yes! I hope hoteliers are listening. In my perfect world, every hotel would give me free Internet access and a refrigerator/microwave. The former lets me get the information I need. The latter lets me control my meals. This is especially important because sometimes my vegetarian options are slim, but I can pick up a frozen meal at the grocery store (that I locate through my Internet connection).

A great example of what not to do. I spent two nights this weekend at one of the higher-end hotel chains. $16/day for Internet access! $2 to make a call to an 800 number! No refrigerator or microwave, so I was forced to eat out every meal. I would have been far happier in a Hampton or a Homewood hotel at a significant discount price-wise.

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