As rates and demand increase, a lack of updates to amenities and services led to a decrease in guest satisfaction across the hotel industry.
J.D. Power’s 2022 North America Hotel Guest Satisfaction Index Study showed an eight-point drop in hotel guest satisfaction from its 2021 study.
“The surge in demand and steadily climbing prices have not been met with a corresponding improvement in amenities or services,” the report states.
Andrea Stokes, hospitality practice lead at J.D. Power, said the average daily rate for branded hotels increased by 34.8% from June 2021 through May 2022, indicating hotel property owners and operators have focused on recovery, but not necessarily on guest satisfaction.
“Many hotel owners and operators are using this post-pandemic surge in travel to get back on a steady financial footing, yet they held back on investing in upgrades and improvements during the pandemic. Hotel operators must carefully balance a focus on recovery with the heightened guest expectations that come with higher room rates,” she said.
The report also states that satisfaction with guest rooms, decor and furnishings, in-room amenities and quality of bathrooms declined over the past year.
One factor that garnered praise was that even though fewer guests interacted with front desk staff and breakfast attendants this year compared to 2019, they still gave high ratings to staff for courtesy.
The Ritz-Carlton and Hard Rock Hotels brands ranked first in guest satisfaction for the second consecutive year in the luxury and upper upscale segments, respectively.