What Determines the Quality of a Hotel Stay?

Posted on 06/07/2017

The condition of your hotel room is likely to have a significant impact on your overall experience.

According to new research from experience management company, Qualtrics, hotel room cleanliness is the leading factor in determining whether a guest has a positive or negative reaction.

Qualtrics' inaugural Hotel Pain Index uncovered that a dirty room is the primary cause of 66 percent of negative experiences while a clean room is the main reason for 76 percent of positive vibes.

Unfriendly employees are to blame for 57 percent of dismal hotel stays, according to the multinational study. Meanwhile, Wi-Fi seems to make guests very happy, with Internet service considered the main reason for a positive experience 65 percent of the time.

Trailing room cleanliness and Wi-Fi as the most important factors in determining a positive experience are a quiet room (63 percent), free breakfast (62 percent) and free parking (57 percent).

On the flip side, an uncomfortable bed (56 percent), unexpected fees (51 percent) and thin walls (50 percent) are among the top factors for a lackluster hotel stay.

The good news is that guests are speaking up when they encounter an unpleasant situation for the most part. According to Qualtrics' data, 45 percent have requested to change rooms while 39 percent have complained to the manager.

However, only 24 percent claim to have written a negative review.

Those reviews matter, however, as most guests (67 percent) say they read online reviews and ratings, then take them into account when deciding on a place to stay.

When it comes to the amenities, the on-site restaurant leads the way with 86 percent of guests in agreement that it's the most important. The business center is on the other end of the spectrum, with 92 percent indicating it's the least important amenity. (We can only assume some road warriors may disagree.)

Parking (83 percent) and a pool or spa (68 percent) are also important amenities, according to guests, who also find the gym (81 percent) and on-site bar (71 percent) to be among the least necessary hotel features.

Room service (90 percent), transportation shuttles (78 percent) and concierge (63 percent) are the services hotel guests are seeking out most often while valet parking (88 percent), turndown service (77 percent) and spa service (73 percent) are viewed as the least important.

A hotel stay, whether fantastic of miserable, can have a major impact.

Qualtrics' research shows that nearly one-quarter of respondents (24 percent) have gotten into a fight with their spouse or partner over a disappointing stay while 18 percent have had a stay so bad that it ruined their entire vacation.

Fortunately, only a minority of hotel guests (35 percent) feel hotels aren't putting enough effort into providing a stellar guest experience.


Source: Travelpulse

PHOTO: A front desk attendant at a hotel. (photo via Flickr/Alan Light)