July 2009 Chatter Guard Industry Benchmark Report Is Published

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Throughout the month of July, summer vacation travellers maintained the enthusiasm for lodging they displayed in June. With the exception of a few mild declines, U.S. hotels showed no significant reversals of the previous month’s gains. On a scale of 1-5, 5 being “fantastic” and 1 being “poor,” the average hotel goer reported a slight 2.66% decline in Resultant Quality Score (3.76 to 3.66), a 5.01% decline in Housekeeping (from 3.59 to 3.41), and a 4.38% decline in Staff (3.88 to 3.71). The greatest decline was in the area of value, which dipped 5.88%. Dining and Facilities were more or less consistent, with Dining scores improving from 3.65 to 3.68 (0.82%) and Facilities improving from 4.07 to 4.10 (0.74%). The greatest gains in overall customer satisfaction occurred in Room quality, which increased 1.39% (3.59 to 3.64). Overall, Upscale and Mid-Scale Full Service hotels increased in customer satisfaction from the previous month, while other sections of the hotel industry posted declines.

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