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October 1, 2018
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Americas: Rethinking the Importance of Hotel Amenities


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A study released earlier this month by the Center for Hospitality Research at Cornell University's School of Hotel Administration found that certain hotel amenities are considered to be more valuable by guests ahead of their stay than when they are on property.

Among the 724 study participants who stayed at hotels in the upscale, upper upscale, and luxury segments earlier this year, some of the more than 50 amenities considered turned out to be significantly overvalued, while others were initially undervalued but then got much use by guests. Specifically, automated check-in, in-room dining, spa, and fitness center were among the amenities ranked highly ahead of a hotel stay but which saw at least 20 percent less usage than anticipated. On the other hand, hotel guests undervalued elements such as valet parking, lobby seating, bellhop service, and concierge service ahead of their stay by more than 35 percent. What's more, only six percent of business guests used a hotel's pool during their stay, though 21 percent said prior to arrival they'd use it.

Read more at MeetingsNet


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