Luxury Hotels Score the Highest in Consumer Satisfaction
May, 20 2007. In a survey that is a lesson for luxury vacation rentals, the American Customer Satisfaction Index shows that the luxury hotel brands scored higher for consumer satisfaction than the budget and mid- priced brands. Once again Marriott led the way, with a rating of 79, two points higher than its nearest rival, Hyatt
An article in USA Today points out that the hotel industry scored 71 out of 100, down from 75 last year, according to the survey, which is compiled annually and based on responses from 80,000 U.S. consumers queried about a broad range of their recent dealings with businesses. Tepid scores for budget and midprice hotels caused the decline.
For those who read our members –only newsletters, Marriott’s performance is not surprising. As we pointed out in the June 2006 edition of our newsletter, Marriott’s corporate culture and commitment to excellence have made them the number one hotel in the world in revenue. In addtion to requiring that our members committ to a standard of quality, we continually urge that our members follow many of these Marriott principles in the operation of their vacation rentals.
