Among other findings of the study are:
- While hotels still get relatively high satisfaction scores for guest room cleanliness, scores for décor and furnishings, in-room amenities and quality of bathrooms declined from a year ago.
- A large majority (81%) of guests accessed the internet in their hotel rooms. The percentage of guests who paid extra for that privilege has increased four percentage points from pre-pandemic 2019.
- After emerging as the heroes of the pandemic by helping to keep hotels up and running through one of the most challenging periods in history, frontline hotel staff are spread thinner this year due to the industry labor shortage. However, while fewer guests are interacting with front desk staff and breakfast attendants this year compared with pre-pandemic 2019, the staff still gets high ratings for courtesy.
- The following hotel brands ranked highest in guest satisfaction in their respective segments: luxury – Ritz Carlton; upper upscale – Hard Rock Hotels; upscale – Hilton Garden Inn; upscale extended stay – Hyatt House; upper midscale – Drury Hotels; upper midscale/midscale extended stay – Sonesta Simply Suites; midscale – Wingate by Wyndham; economy – WoodSpring Suites.