Hotels lose ground in major guest satisfaction survey

North American hotel guests are less pleased with their stays than they were last year, and hoteliers may bear some blame, a prominent analyst observes. “Many hotel owners and operators are using this post-pandemic surge in travel to get back on a steady financial footing, yet they held back on investing in upgrades and improvements during the pandemic,” said Andrea Stokes of J.D. Power upon the release of its 2022 North America Hotel Guest Satisfaction Index Study.