COSTA MESA, Calif. — Overall hotel guest satisfaction has declined eight points from 2021, driven primarily by dissatisfaction with costs, fees and guestrooms, according to the J.D. Power 2022 North America Hotel Guest Satisfaction Index (NAGSI) Study. The study says the surge in demand and steadily climbing prices have not been met with a corresponding improvement in amenities or services.

Other key findings from the study include:

  • Pricing is up across all segments, but many travellers aren’t perceiving good value for money
  • While hotels still get high satisfaction scores for guestroom cleanliness, scores for decor and furnishings, in-room amenities and quality of bathrooms declined from a year ago
  • More guests are paying for Internet access, up four per cent from 2019 levels
  • While fewer guests are interacting with front-desk staff and breakfast attendants this year compared to 2019, they still give staff high ratings for courtesy

“The phenomenon we’re seeing this year tracks closely with the rise in Average Daily Room (ADR) rates since late 2021, putting hotel property owners squarely in recovery mode,” says Andrea Stokes, hospitality practice lead at J.D. Power. “During the fielding period of the study — June 2021 through May 2022 — the ADR for branded hotels has risen 34.8 per cent. 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.”


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