Guest satisfaction in European hotels - key findings 2009

• Overall, the most frequently cited reasons for selecting a hotel are convenience/location (48%) and price (41%). Among guests of properties within the upper upscale segment, the hotel's reputation was the most frequently cited reason for selection (44%), while guests of hotels in the economy segment most frequently named price as the primary reason for selection (68%).

• Nearly 1 in 5 (17%) of hotel guests report experiencing a problem during their stay. Among these guests, the average number of problems experienced is 1.8. In 2009, two new issues have emerged among the top five reported problems: poor connection and speed of Internet access and key cards not working properly.

• In 2009, hotel guests from Germany, Italy and the United Kingdom are more satisfied than guests who live in other countries. Travelers from France and Spain are the least satisfied, on average.
  

• The proportion of European hotel guests who report being highly committed to a particular hotel brand has increased to 11 percent in 2009 from 9 percent in 2008.