TrustYou with Donna Quadri-Felitti, Ph.D. at NYU’s Preston Robert Tisch Center for Hospitality, Tourism, and Sports Management, examined customer reviews from across 250+ sources in three regions – North America, Asia Pacific/Europe and the Middle East/Africa – to identify key trends in travelers’ reviews and hotel satisfaction.
The study found that the volume of hotel reviews increased in 2013. The highest scores were reported in Bali, Prague and New York. Additionally, the study found that five-star reviews dropped in major markets. This decline may be due to an increased trust in consumer reviews and the guests better managing expectations due to reading these reviews. Northwest Asia saw the most gains (25.5%) for the year.
Overall, the TrustYou scores improved for service satisfaction within hotels (when compared to prior years) but decreased in regards to hotel Internet/WiFi availability, demonstrating the importance of complimentary WiFi for hotel guests. Do you offer free WiFi in your property? If not, it’s definitely something to consider implementing to improve your customer ratings.
To find out more about these results, please see the TrustYou report.