After two strong winter months, the first month of January showed signs of weakness, with customers showing decreasing satisfaction in total average scores. While some areas (Mid-Scale Full Service, Extended Stay) rebounded successfully, other hotel segments saw strong declines. On a scale of 1-5, 5 being “fantastic” and 1 being “poor,” the average lodger reported a 2.72% decline in Resultant Quality Score (3.68 to 3.58), an 8.02% decline in Dining (3.74 to 3.44), a 3.9% decrease in Facilities ratings (4.10 to 3.94), Housekeeping saw a 1.74% decline (3.45 to 3.39), and Staff fell 3.65% (3.84 to 3.70). The bright spots were Room scores, which rose 1.73% (3.46 to 3.52), and Value, which stayed steady at 4.36.
To receive the full report, sign up for our newsletter at LodgingInteractive.com.