Hotel Satisfaction on the Rise

July 28, 2005

Hotel Satisfaction on the Rise
July 28, 2005 – According to a survey released by J.D. Power and Associates on Tuesday, hotel guests are reporting higher satisfaction despite rising room rates. This comes as more properties offer value-added amenities such as free high-speed Internet access.

"With all the costs involved in travel today, guests are looking for a more all-inclusive experience when they book a hotel reservation," Power’s analyst Linda Hiernese said.

Brands from Hilton Hotels Corp. received top rankings in three of the North American survey’s six categories: Hilton Garden Inn scored 807 out of 1,000 to hold on to the top spot in the mid-scale full service category, Hampton Inn & Suites scored 797 to become No. 1 in the mid-scale limited service segment and Homewood Suites scored 812 to remain the leader in the extended stay segment.

All three Hilton brands offer complimentary hot breakfasts and free high-speed Internet access.

The survey found that other amenities of interest to consumers include in-room refrigerators, coffee makers and pillow top mattresses.

In the upscale segment, Omni Hotels improved its score to 801. Omni is the first upscale brand to offer free wireless Internet access in guest rooms.

Four Seasons Hotels Inc. remained the top luxury brand for a second consecutive year, while Microtel Inns & Suites was the No. 1 economy/budget for the fourth consecutive year.

Overall, 13 brands scored more than 800 in the survey, up from just six a year ago.

Several of these high scoring hotels are NTA Convention host hotels at the Annual Convention in Detroit. By staying at a NTA Convention hotel, attendees have access to complimentary airport transportation (on scheduled days), daily shuttle service to and from the convention center and off-site events, as well as in-room deliveries to Convention delegates.

Detroit Marriott at the Renaissance Center (Headquarters) – This hotel is one of the tallest hotels in the world and had a gorgeous lobby that was large and open. With its marble flooring and four new express elevators, the lobby was part of a $100 million renovation. We rode up to the 72nd floor to the famous Coach Insignia restaurant and enjoyed an amazing panoramic view of the city of Detroit and neighboring Windsor. We also toured the Renaissance Center, connected to the headquarters hotel, which includes the GM Wintergarden, a large food court and a vehicle display in GM World. The center recently underwent an incredible $25 million transformation, complete with fountains and landscaping that really showcases the riverfront.
The Atheneum – This Greektown hotel is one of Detroit’s AAA Four-Diamond hotels, and I was wowed by the all-suite guest rooms, many of which were multi-level. The Atheneum is really close to the Cobo Center and Comerica Park, the venue for this year’s Icebreaker event.
Courtyard by Marriott – I thought that the Courtyard by Marriott appeared really well managed and well kept. It’s located across the street from the river and Detroit-Windsor Tunnel and is just seven blocks away from the Cobo Center. The Renaissance Center and headquarters hotel also is accessible via the skywalk.
Hilton Garden Inn Detroit – The Hilton Garden had a very warm and relaxed feel. It’s located in the heart of downtown and has easy access to the People Mover.
Holiday Inn Express & Suites – This recently renovated hotel is just blocks away from the Convention Center. Complimentary continental breakfast is provided, but there’s not a restaurant or gift shop in the hotel.
Omni Detroit Hotel at River Place – Although it’s the furthest distance from the Convention Center, this turn-of-the-century boutique hotel is a historical beauty and definitely a must-see.
For more information about this year’s host hotels, click here.