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Survey: At hotels, less satisfied customers

Amid a difficult economy, overall satisfaction with hotels is down notably in 2008, says the J.D. Power and Associates 2008 survey of customer satisfaction with North American hotels.

These hotel brands ranked highest in guest satisfaction within their customer segments in the survey:

* Luxury: The Ritz-Carlton (for a second consecutive year).

* Upscale: Embassy Suites Hotels (for a second consecutive year).

* Mid-scale full service: Hyatt Place.

* Mid-scale limited service: Drury Inn & Suites (for a third consecutive year).

* Economy/budget: Microtel Inns & Suites (for a seventh consecutive year).

* Extended stay: Homewood Suites (for a second consecutive year)

Four of the six segments — upscale, mid-scale full service, mid-scale limited service and economy/budget — fell in overall satisfaction compared with 2007. And overall satisfaction with the economy/budget segment declined significantly, posting the largest year-over-year decrease of any segment since the inception of the study. Among economy/budget properties, the largest declines in satisfaction occur in the guest room and food and beverage measures.

Now in its 12th year, the study measures overall hotel guest satisfaction in seven ways: reservations; check-in/check-out; guest room; food and beverage; hotel services; hotel facilities; and costs and fees.

Survey: At hotels, less satisfied customers 07/29/08 [Last modified: Thursday, July 31, 2008 2:50pm]
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