Nearly 20,000 hotel guests surveyed reveal likes, dislikes with bookings, on-property stay
Expedia and Northstar Research Partners recently released findings of a survey of 18,229 respondents across 23 countries to determine the best and worst of hotel (and air) etiquette. The results provide hotels with insights on how to maximize guest satisfaction and minimize traveler annoyances.
No free WiFi could equate to loss bookings and dissatisfied guests. A whopping 93 percent of global respondents claim it is somewhat or very important - and in the U.S., complimentary WiFi is the number one reason to book a hotel, with 76 percent rating it as very important.
Surprisingly, the second most appreciated amenity is an in-room fridge (78 percent), followed by complimentary toiletries (78 percent), freebies including WiFi, food and beverage and spa credits (75 percent) and having a bar/restaurant on premise (69 percent).
What drives someone to book a specific hotel? Not surprisingly, price, location and free WiFi reign supreme, but nearly three out of four guests also look at star ratings, views, free parking and reviews as reasons to book.
Price: 95 percent
Location: 94 percent
Complimentary WiFi: 91 percent (top reason for U.S. travelers)
Room size: 81 percent
Star rating: 75 percent
Room with a view: 74 percent
Complimentary parking: 73 percent
3rd party reviews: 73 percent
On-site satisfaction is also well within a property’s control, especially when it comes to whether a guest will request a change of room. Dirty rooms are the number one driver for this demand, but noisy neighbors or common areas also will drive one out of every two guests to ask for a switch. The good news? Poor views and elevator proximity rarely will displace a guest.
Room is dirty: 87 percent
Generally displeased with state of room: 59 percent