Guest satisfaction with hotels edged upwards in the second quarter of 2011 (+0.2 to 84.5). Jumeirah Hotels and Resorts (+6.3 to 97.9) posted the top customer satisfaction score among hotel brands. Most industry segments reported higher satisfaction scores with Upper Midscale Hotels (+1.0 to 84.0) and Luxury Hotels (+0.9 to 89.4) posting the biggest gains.
ith demand leading the recovery, especially in the high end of the market, real growth is on the way. But despite rising occupancies, cautious hoteliers are keeping rates down; providing guests with exceptional values. Rising guest perceptions of value (+0.5 to 83.6) helped improve satisfaction scores among Casinos (+0.7 to 82.8), Upscale Casinos (+0.6 to 84.5), Upscale hotels (+0.2 to 85.4) and Luxury hotels (+0.1 to 85.8). Customers were also happier with their airline(+0.1 to 75.8) and car rental experiences (+0.2 to 79.4) in the second quarter of 2010. Sandals Hotels, Jet Blue, and Enterprise Rent–A–Car ranked number one in hotel, airline, and rental car industry customer satisfaction, respectively for the second quarter.
Last year, Macau overtook the Las Vegas Strip as the world’s No. 1 gaming revenue market. But how are casino hotels in Macau handling this growth? Can they keep up with new competitors in Asia and how do they compare to legendary Las Vegas?
The role of user-generated reviews is exploding. A new Market Metrix study reveals that one in five customers reads a review about a property before booking (more Le Meridian guests read reviews) and one in ten will write about their stay (more Waldorf Astoria guests write reviews). This research examines who writes reviews, who reads reviews and what you, as a hotel manager, should do about it.
