U.S. Hotel Guests 'Value for Price' Perception Declines Significantly

Among hotel guests in the Americas, perceived “value for price” declined significantly (-1.4 to 80.4) in the third quarter of this year according to the Market Metrix Hospitality Index (MMHI). While rates and occupancy continue to increase in the Americas, the overall guest experience has not improved in 2012.  As a result, hospitality consumers are perceiving less value and becoming more price sensitive.

 

However, numerous brands in the Americas, Europe and Asia are delivering exceptional value to their customers. For example, customers of Drury Hotels in the US, Riu Hotels in Europe and Renaissance in Asia feel they are truly getting their money’s worth. To find out what separates these brands, Market Metrix compared the brands delivering the best “Value for Price” with those providing the least.

Results of this analysis indicate cultural influences have a lot to do with perceived value. In the Americas, the brands delivering the best value also provide superior “Comfort of bed and furniture”, a nicer “Ambiance”, and a feeling of being “Pampered”. In Europe, brands providing great value receive higher scores for “Adequate room lighting”, “Proper functioning of lights, TV, etc.” and “Comfort of bed and furniture”. And in Asia, making guests feel “Respected”, “Sophisticated” and offering better “Sports/Fitness options” are the key factors that distinguish high value brands. 

For more results from the MMHI Global, visit www.marketmetrix.com.

 
About Market Metrix

Market Metrix is the leading provider of customer and employee feedback solutions for hospitality companies around the globe.  By connecting feedback with revenue, Market Metrix helps hospitality businesses make smart investment decisions that both improve the guest experience and produce higher profits.  Real-time feedback and action management drive timely service recovery, turning potential negative reviews into online raves.  And no other feedback program offers the detailed global benchmarking of MMHI, allowing clients to spot gaps and opportunities in the context of key competitors.  Market Metrix is essential to more than 14,000 businesses in over 70 countries, and has  been helping forward-thinking executives profit from feedback since 1996. For more information, visit www.marketmetrix.com.


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