A new study is suggesting that hotels and timeshares have managed to increase guest satisfaction despite having to cut costs and personnel due to the recession.

According to the J.D. Power and Associates 2009 North America Guest Satisfaction Index, four of the six hotel segments improved guest satisfaction in 2009 compared to the previous year and guest satisfaction in luxury hotels remained stable. However, satisfaction in extended stay properties had a decrease.

“Many hotel brands have successfully focused on guest satisfaction, despite steep rate discounts, staff declines, reductions in in-room amenities and a halt on renovations,” said Michael Drago from J.D. Power and Associates. “These hoteliers know that providing extraordinary guest service in a consistent manner, in both good times and bad, is a recipe for continued success.”  

The highest ranking brands in the segments were: Four Seasons Hotels and Resorts, Embassy Suites Hotels, Hilton Garden Inn, Drury Inn & Suites, Microtel Inns & Suites, and Staybridge Suites.

The survey says that vacationers are looking for “comfort and value-related amenities.” The most sought-after amenities included bedding, pillow choices, free parking, free breakfast, wireless Internet access, and pillow-top mattresses.

Source: Orlando Sentinel