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Survey: Hotel guest satisfaction improves

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By TED JACKOVICS | The Tampa Tribune

Published: July 28, 2009

Hotel guest satisfaction has improved this year despite reduced traveler demand for rooms that has caused hotels to reduce staff and trim operating costs, the J.D. Power and Associates 2009 North America Hotel Guest Satisfaction Index Study released this morning said.

The top-rated brands were Four Seasons Hotel and Resorts, luxury segment; Embassy Suites Hotels, upscale; Hilton Garden Inn, mid-scale full service; Drury Inn & Suites, mid-scale limited service; Microtel Inns & Suites, economy/budget; and Staybridge Suites, extended stay.

Four of the six segments – upscale, mid-scale full service, mid-scale limited service and economy/budget – improved in satisfaction, the report said.

Guest satisfaction with luxury hotels remained stable, while satisfaction with extended stay hotels decreased slightly.

The survey was based on responses from 66,000 guests who stayed in hotels between May 2008 and June this year.

Reporter Ted Jackovics can be reached at (813) 259-7817.

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