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People are generally less satisfied with their hotel stays, except in the area of costs and fees, according to the J.D. Power and Associates 2011 North American Hotel Guest Satisfaction Index Study, which was released this week. The overall drop in satisfaction comes from six of the seven rating elements: reservations; check-in/check-out; guest room; food and beverage; hotel services; and hotel facilities (the seventh is cost and fees). Overall satisfaction fell from 771 points to 764 points on a 1,000-point scale over the last year. Stuart Greif, vice president and general manager of the global hospitality and travel practice at J.D. Power and Associates, says hotels put off improvements in the past few years and have been careful to not add staff. But occupancy rates are up by 4.6 percent, meaning hotels have not had an easy time meeting their guests’ demands.
The improvement in the area of costs is a surprise; generally, consumers are less satisfied with higher prices. Greif says hotels concentrated on filling rooms while not raising fees substantially, and satisfaction rose 20 points to 739 on a 1,000 point scale. “The bright spot for hotel guests is that costs and fees remain relatively low, so the value received for the price paid is still quite high,” Greif said. “The bright spot for hoteliers is that there appears to be more upward opportunity on rates.” The hotel brands that lead their segments for guest satisfaction: Luxury: The Ritz-Carlton; Upper Upscale: Embassy Suites Hotels; Upscale: Hotel Indigo; Mid-Scale Full Service: Holiday Inn; Mid-Scale Limited Service: Drury Inn & Suites; Economy/Budget: Microtel Inns & Suites; and Extended Stay: Homewood Suites.
The travel industry is very competitive business and the tourist is aware with Internet technology that is know many websites available on Internet. Tourist can write a review hotel in favor and against complaint on website and the most important review of guest for branding. Its must save hotel brand.
It's very important to make sure that your customer is happy.
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And won’t he grow up to be the healthiest of young men, all because she kept him safe? Ready for the world. Ready to one day conquer it. To travel. Get on a train. Go to work. Get blown out of her life.
Maybe she should be having that glass of wine and cigarette after all.
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