Cleanliness, appearance, and price are the top three factors for hotel guest satisfaction. Non-smoking rooms, hotel ratings, and location also play a role. Atmosphere and friendly staff can be important for some guests. Pools, free breakfasts, and airport shuttle services are minor factors.
While the most important factors influencing hotel guest satisfaction may vary from one traveler to another, many people prefer nearly the same things. Among the top three factors are cleanliness, appearance, and price. Further down the list are non-smoking rooms, hotel ratings, and distance to attractions. Pools, free breakfasts, and an airport shuttle service are further down the road. The atmosphere and friendly staff can also be a key factor in hotel customer satisfaction for some guests.
Generally, the first thing most travelers look at when it comes to hotels is the level of cleanliness. While this is somewhat related to appearance, a hotel may have a rough exterior, yet be meticulously maintained on the inside. Therefore, the two are considered separate. Cleanliness, in relation to hotel customer satisfaction, does not only apply to the general condition of the hotel room, including the bathroom, but also to the common areas of the hotel.
Non-smoking rooms are also a preference of many hotel guests. The smell of tobacco smoke in a room can be an unpleasant experience for non-smoking guests, and the smoke persists even after the smoker has left the area. For non-smokers, who are generally more sensitive to smell, it plays a big part in deciding where to stay, especially if there is a hotel with non-smoking rooms available in the area. Most hotels have a few rooms of this type, but they can fill up quickly, especially during travel times.
A hotel’s classification may also be a preference among some travelers, especially for those looking for specific amenities. Generally, a star rating system is used, with one or two stars noting a hotel with only the basic amenities and perhaps a limited restaurant. A three-star hotel generally offers a full-service restaurant and possibly room service. Four- and five-star hotels are generally luxury properties that cost more, but also offer the best overall quality.
Atmosphere is closely related to hotel ratings. How distinguished the hotel is, how inviting the hotel and staff are, the opportunities for relaxation and sophistication they bring to the ambiance of the hotel. For some individuals, this may be even more important than price.
Location is another important factor in hotel customer satisfaction and can often lead to substantial differences in prices. For business travellers, it is important to have a hotel in a downtown area close to offices, as well as places to eat and relax. Vacationing families may prefer a hotel near a ski resort, theme parks, national park, or other similar attraction. The closer it is to the guest’s attraction, the more often they can expect to pay, especially when comparing similar hotels.
Some of the minor customer satisfaction features of the hotel involve services that help guests relax even more. These are things like pools, breakfasts, and even an airport shuttle service. While these things may be nice to have, they aren’t considered vital for many travelers.
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