According to J.D. Power’s 2022 North America Hotel Guest Satisfaction Index Study, North American guest satisfaction is on the decline, mostly driven by costs and fees as travellers feel they “aren’t satisfied” with the value for their money.
The study of 34,407 hotel guests from MAY 2021 to MAY 2022 showed an 8-point dip compared to the previous year’s study for an overall satisfaction score of 822 out of 1,000. According to J.D. power, the 8-point drop is significant due to the size of the study. Guests’ satisfaction with hotel costs and fees dropped by 18 points from 2021, while satisfaction with guest rooms also declined by 10 points.CLICK HERE FOR FULL STORY