Guest satisfaction with hotels depends on many factors, most notably the cleanliness of the property, the ability to communicate effectively with hotel staff and call centers, and the availability of desired amenities, such as a free breakfast. Satisfaction with a hotel brand does not always correlate with the cost of a guest room, with modestly priced hotels sometimes ranking higher than luxury brands.
Whether you are traveling for business or pleasure, accommodations matter. A well-managed hotel offers clean, safe, and comfortable rooms along with quality amenities. Fortunately, there are many consumer organizations and publications that track guest experiences with hotels and can recommend hotel brands with consistently high customer satisfaction ratings.
When evaluating hotel satisfaction rankings, it's important to distinguish between hotel companies and hotel brands. Many hotel companies, such as Hilton or Marriott, operate multiple hotel brands. For example, Hilton operates the Waldorf Astoria brand, offering world-class luxury accommodations, first class brands such as DoubleTree, and more affordable options, such as Hampton Inn, and Tru, an ultra-modern budget option featuring small, but well-appointed, rooms.
When it comes to choosing a hotel, take into consider brand reputation: Even though a hotel company may have a good reputation, different hotel brands can offer very different experiences.
If you are a frequent traveler, it's particularly important to know about the different brands under the umbrella of a hotel company. This is because the hotel brands typically all participate in a hotel company's loyalty program. Even if you normally stay at lower priced properties, your points and tier level can eventually earn you a stay at a high end, luxury hotel or resort. One way to ensure that you are booking a hotel that is part of your preferred program is to book through a hotel company's official website.
While each guest is different, most still prioritize the following when it comes to a satisfactory hotel stay:
Cleanliness: Hotel guests have always been very concerned about the cleanliness of the hotels in which they stay. This concern has increased over the past couple of years. It is important to guests that rooms be spotless, bath and bed linens be immaculate, and that the public areas of a hotel are kept clean and sanitary.
Communication: Hotel guests appreciate clear and consistent communication with their hotel before check-in, during their hotel stay, and at the time of check-out. Pre-arrival communication is particularly important to many travelers. They would like to be able to make reservations easily, research guest room types and costs, and to know about things like parking, amenities, and check in process is. The same holds true for the actual hotel stay and being able to check out quickly and easily.
Food and beverage service: Not all hotels offer full restaurants and bars, but most include at least some level of food or beverage service, even if it is just a continental breakfast or coffee and tea in the lobby. Guests expect hotels to maintain a reasonable level of quality in whatever type of food or beverage service they offer.
Amenities: Hotel amenities, such as pools, fitness centers, Wi-Fi, lounges, courtesy shuttles and valet parking have a huge impact on a guest's experience.
Customer Service: Whether it is changing or canceling a reservation, asking a question about a bill, or requesting a room repair, hotel guests want friendly, responsive service from hotel and reservation center staff.
Mobile app: Consumers are increasingly concerned about the quality of a hotel's mobile app. This is because guess use the app to book research and book hotels, to check in, check out, and, increasingly, to unlock hotel room doors.
Other factors that can contribute to guest satisfaction include the location of a property and the value of its loyalty program.
The following hotels have achieved high ratings on reliable customer indexes. It should be noted, however, that these hotels operate in various service categories, making direct comparisons difficult. For example, some of the higher-end properties have multiple dining options on site, while the midscale hotels may only provide a buffet breakfast and coffee service.
Regardless of the services or amenities offered, however, guests consistently have positive things to say about these properties. When choosing a hotel, it's important to discern your own expectations and budget and then choose a hotel that provides what you require.
AC Hotels: This Marriott brand is an ultramodern hotel that emphasizes stylish, minimalist décor, European-style breakfasts and tapas lounges. The hotels also feature upscale convenience stores that allow guests to purchase food and beverages, including locally-made products, for consumption in their rooms or while on the go.
Hilton Hotels & Resorts: This is Hilton's namesake brand. It is a collection of upscale resorts and hotels around the world. These are traditional hotels with bars, restaurants, and other amenities, such as pools and fitness centers.
Drury Inn & Suites: Drury is a midscale hotel brand that features family-friendly accommodations and a whole lot of included extras. All hotel rooms include free Wi-Fi, a microwave, and a refrigerator. The hotels offer a free hot breakfast and a free light evening meal that includes free soft drinks and alcoholic beverages.
Clarion: Part of the Choice Hotels group, Clarion is the company's upscale offering. Hotels include free Wi-Fi and offer pools, fitness centers, bars and restaurants in each hotel. Guests are also provided with a free hot breakfast. Some of the Clarion properties are designated as Clarion Pointe hotels, which offer even more upscale amenities, such as an onsite convenience store.
Hampton Inn: This is another midscale Hilton Property that has made its reputation on offering excellent amenities for business travelers. On-property amenities include a free hot breakfast, guest laundry facilities, in-room workstations, on-premises convenience stores, and free Wi-Fi.
Grand Hyatt: This is Hyatt's traditional, luxury brand of resorts and hotels. All hotels offer full amenities along with multiple room upgrade options.
Holiday Inn Express: Holiday Inn Express is part of the IHG Hotel chain. These hotels offer straightforward accommodations at a reasonable price. While these hotels don't have bars or restaurants, they do offer a free hot breakfast buffet to guests.
Baymont: Part of the Wyndham hotel group, Baymont is a midlevel brand that offers a range of amenities including free Wi-Fi, fitness centers, pools in some locations, and a free daily breakfast. Some hotels also include microwaves and mini-refrigerators in their rooms.
Best Western Premier: This is Best Western's first-class hotel brand, offering updated, contemporary accommodations worldwide. Most properties offer full amenities such as cocktail bars, restaurants, pools, and fitness centers. Rooms often include microwaves and refrigerators as well.
Embassy Suites: Another Hilton Property, Embassy Suites offers travelers larger accommodations with separate living and sleeping quarters as well as a kitchenette. Hotels have bars, restaurants, fitness centers, and, often, pools. These hotels offer a free hot breakfast as well as a nightly cocktail hour that provides free beverages and snacks.
JW Marriott: JW Marriott is Marriott's traditional, luxury brand. Each property is different, but you can expect full hotel amenities, such as bars, restaurants (sometimes more than one), and, in some cases, spas, gardens, convenience stores and business centers. These hotels also offer meeting and event space for special occasions or conducting business.
Ultimately, the best hotel for you and your family depends on what is available in the area to which you are traveling, your budget, and your specific needs. Research your options beforehand and pay attention to satisfaction ratings so that you can select a hotel that will help you enjoy a stress-free trip.
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