Trends in Maintenance Spend: Expenditures Are Rebounding in an Area That is Key to Guest Satisfaction
While hotel industry revenues and profits are rising, guest satisfaction is declining. According to the J.D. Power 2022 North America Hotel Guest Satisfaction Index Study, the increase in industry fundamentals has not been met with a corresponding improvement in guests’ perceptions of amenities or services. One of the areas of greatest disappointment is the quality of the guestrooms and facilities. While guests appreciate the enhanced cleanliness prompted by COVID-19, scores for décor and furnishings, in-room […]
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