JD Powers Research Shows US Hotel Ratings Decline

Forbes magazine recently published an article on the latest JD Power research survey of customer satisfaction with US hotels.  Satisfaction with check-in/check-out; food and beverage; hotel services; and hotel facilities are at new lows since the 2006 study. 

Primary beef?  Charging a fee for internet access.  Internet usage by hotel guests is up to 55%.  Fees, especially since free wifi is readily available at so many restaurants and other outlets, is one really big gripe.  If McDonald's can provide free wifi, so can luxury hotels.  Ironically, free wifi is more likely to be available at the more modest hotel and motel chains.  The priciest resorts which include wifi in a "resort fee" get the loudest screams from their customers.  Slow connect speeds are another common complaint. 

Poor maintenance, like drippy faucets or dead batteries in the TV remote control, come in for some of the most scathing comments I run into when talking to hotel guests.  Such issues are a major cause of dissatisfied customers in the JD Power survey, too.  Most of these issues should be readily apparent to maid service when rooms are cleaned every day.  There's no excuse for such stupidity and neglect among housekeeping staff.

Here's a summary of top scoring chains in the 7 classifications JD Power uses:

Luxury: The Ritz-Carlton (for a third consecutive year)

Upper Upscale: Omni Hotels & Resorts

Upscale: Hilton Garden Inn and SpringHill Suites (in a tie)

Mid-Scale Full Service: Holiday Inn (for a second consecutive year)

Mid-Scale Limited Service: Drury Hotels (for a seventh consecutive year)

Economy/Budget: Jameson Inn

Extended Stay: Homewood Suites (for a third consecutive year)

Got a problem?  Complain immediately.  Don't let it slide.  Hotels need to know what irks and what distresses their guests. 

If you need wifi (what Road Warrioress doesn't?  LOL!), make sure it's included before you book the room.  Let hotels, especially the higher-priced ones, know that you did not make a reservation simply because they lack free wifi!  If you can get free wifi service in a backpacker hostel in the back of beyond, there's no excuse for lack of free wifi at every hotel and motel in the US.

Watch those ads.  Check out their services.  The Road Warrioress is a busy woman and she needs safety, security, cleanliness, functional facilities, and reliable services.  In any price range anywhere.

May your road rise to meet you - and may your hotel meet your standards!
Ann