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While the relaxing of restrictions in some regions of the world has been a good thing for cash-strapped property owners, an alarming and unprecedented drop in guest satisfaction has emerged.

What caused this guest satisfaction crunch? I\u2019ll tell you.


Why has guest satisfaction dropped?

Even though demand levels have returned to near pre-pandemic levels, the travel purpose, trip locations and segment mix are different.
Given this, there are seven possible reasons why satisfaction has declined:


Hospitality property type

Travellers are selecting different properties that might have lower satisfaction scores in general, so the hospitality property type drove the satisfaction decline.


Traveller type

The travellers themselves have changed or the trip purpose has changed to one that tends to have lower satisfaction in general, so the traveller type drove the satisfaction decline.

While there was a spike in family travel during the return to travel period, the satisfaction declines held across family travel, couples travel and business travel\u2014with business travellers experiencing the highest satisfaction decline.


Continue reading and I\u2019ll share 5 more reasons guest satisfaction has dropped, right after a word from our sponsor\u2026

\u21d2 TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY DEVELOPMENT:

https://keystonehpd.com/7-reasons-guest-satisfaction-has-dropped-279

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