New data suggests hotel guests aren’t complaining about how much they pay, but what they get
Aug 6, 2024
According to a new white paper by ZS Atlas Intelligence, hotels should continue to price based on demand and market conditions, but the focus needs to be on improving the quality of the service experience.
Key takeaways
- To continue to increase guest satisfaction, hoteliers need to understand what guests expect from their stay and how their properties and staff deliver on those expectations;
- In 2019-2021, cleanliness was a challenge for all chain scales but particularly for midscale. In 2021-2023, the trend reversed, with largely similar positive impacts across chain scales;
- Food and beverage was a detractor for all chain scales in 2019-2021, with a particularly large negative impact in the economy chain scale.
Get the white paper at ZS Atlas Intelligence
