Hotel customers at the receiving end

If consumer reports are any indication (as reported by Travelmole), travelers are not riding boomtime. While hotels are enjoying continuing positive indicators (healthy travel market and sturdy demand for rooms), the bargain hunters are not necessarily reaping returns on their intensive deal-hunting. A few interesting findings –

– Majority of respondents (70%) scored a freebie upgrade or rate reduction by haggling face-to-face! Guests who checked in without advance reservations saved more than those who had advance bookings!!
– As previously reported, luxury hotels are still charging an arm and a leg for what’s by now a universal, basic demand – Internet access!.
– Budget chains are not necessarily living up to their value either with the least expensive ones giving their guests a poor night’s sleep.

While most budget hotels do a good job of providing value, surveys like these show there’s room for improvement in basic amenities . Consumers seem to judge their satisfaction by that yardstick rather than ipod-filled rooms and other fancy frills. Also, when will hotels wake up to the fact that 70% of America enjoys broadband and are not about to renounce the web when they check into their plush hotel rooms! Not having online access might seem like a good excuse to truly enjoy a vacation but most folks take comfort in being connected, one way or the other.

Published by

Vijay Dandapani

Co-founder and president of a New York based hotel company for 24 years. Grew the firm to five hotels in Manhattan and also developed a greenfield project at MacArthur airport, New York. Speaker at numerous prestigious forums including Economy Hotels World Asia, Lodging Conference, NYU, Columbia University Real Estate Roundtable, Baruch College's Zicklin School and ALIS. President and ceo of New York City Hotel Association since January 2017.