With lower rates and hotels scrambling for business, guests report they are "getting more for their money", according to the Market Metrix Hospitality Index results for Q3 2009.
Compared to 2008, scores for ‘value’ changed more than any other measure (+1 to 81.8) across all hotels.
The report said the findings we “welcome news” for the hotel industry as “consumers and businesses tighten spending on vacations and scale back on conventions and business travel”.
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Upscale casinos (+1.5) and luxury hotels (+1.4) showed the biggest gains in customer value and customer satisfaction edged up slightly for the hotel sector (+0.1 to 82.8) in the third quarter of 2009.
Pan Pacific Hotels & Resorts ranked number one in customer satisfaction performance across the hospitality industry.
Among hotel brands, Mandarin Oriental (+10), Pan Pacific Hotels & Resorts (+7), and Kimpton Hotels (+6) achieved the biggest gains in overall customer value, compared to 2008 results.
The Market Metrix Hospitality Index is based on 35,000 customer interviews conducted each quarter.
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