Hotel guests have generally been happier with their hotel experience in the past 12 months vs. the prior year as room rates dropped and crowds thinned, according to J.D. Power and Assoc.'s latest study that measures how well hotel chains satisfy their customers. The study's broader findings echo J.D. Power's conclusions for both airlines and airports that also found that as travel fell, customer satisfaction rose, says Mark Schwartz, who leads J.D. Power's travel practice.
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