Travel Tips

Travel Tip: Hotel Customer Satisfaction

A recent study showed that hotels aren’t doing so well when it comes to customer satisfaction. Well, no kidding. I’ve been saying that for years.

The most recent JD Powers survey shows that overall guest satisfaction has dropped since last year, and in some categories—like checking in and food and beverage—they’re at new lows.

Now, in my opinion, a hotel doesn’t have to have over-the-top the service or roll out the red carpet upon arrival. It’s how the staff recovers from a situation that really makes the difference.

But here’s what really annoys people, and I have to agree: nickel and diming, especially when it comes to charging for Internet. It’s perceived as taking advantage, particularly when it’s bundled into a so-called resort fee.

Overpriced minibars, mandatory gratuity fees, those are all the charges make people crazy. A hotel is better off being transparent and raising its rates instead of nickel and diming its customers.

And last, but not least, this one usually doesn’t make the surveys, but you know what really drives me nuts in a hotel room? Mood lighting.

When the lights are dim and I have no way of changing it, that always puts me…in a bad mood.

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