Survey: Crowne Plaza, Mantra, Westin hotels have happiest guests

By David Flynn , July 18 2011
Survey: Crowne Plaza, Mantra, Westin hotels have happiest guests

In brief: Australia's business travellers are fairly happy with their choice of hotels – especially if they're staying at a Crowne Plaza, Mantra or Westin property.

That's the take-out from the latest hotel customer satisfaction survey by Roy Morgan Research, which lists those brands as the top three for putting a smile on the traveller's dial.

It's a big improvement for Westin, which 88% of guests rated as being “Very satisfied” or “Fairly satisfied" with their stay at Westin properties, up from 82% this time last year.

Sheraton, Hilton and Marriott all tied for fourth place with an 87% satisfaction rating, while Intercontinental slid back from last year's leadership position of 89% to 83%.

Across the top ten hotels, customer satisfaction averaged a very respectable 86%.

"There's only a two percentage point gap in customer satisfaction between the top six performing hotels, indicating that all of them are competing strongly for the same premium customers" observes Jane Ianniello, International Director of Tourism, Travel & Leisure for Roy Morgan Research.

David

David Flynn is the Editor-in-Chief of Executive Traveller and a bit of a travel tragic with a weakness for good coffee, shopping and lychee martinis.


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