For the year ended November 2010, 87% of customers were satisfied with Crowne Plaza, Mantra, and Hilton, followed closely by Marriot and Westin (85%).


Hotels/Resorts Customer Satisfaction – Top 5 Performers


Source: Roy Morgan Single Source (November 2007 - November 2010). Total stayed at a hotel or resort in the last 12 months n=24,426, for the latest 12 months (December 2009 - November 2010) n =7,666. “% satisfied” is the proportion of all customers who are “Very” or “Fairly” satisfied with that hotel or resort (on a five point scale).


Jane Ianniello, International Director of Tourism, Travel & Leisure, Roy Morgan Research, says:

“With Crowne Plaza, Hilton, Marriot and Westin improving their customer satisfaction ratings over the past two years, there is now a two percentage point gap between the top five performing hotels, indicating that all of them are competing strongly for the same premium customers.

“These customers of luxury hotel chains tend to believe that quality is more important than price.  It is increasingly important to understand as much as possible about these premium customers – what they are interested in, what they read, watch, visit and what services or partnerships might enhance their relationship with these chains.”

Click here for more information or to purchase the complete Hotels and Resorts Customer Satisfaction Report.

This report covers 27 hotel brands and is a vital tool for any business associated with the Travel and Tourism industry. This report provides information on both patronage levels as well as overall satisfaction with last stay at a hotel. It enables a hotel or resort chain to compare their overall performance with their competitors as well as tracking their performance over time.

Click here to purchase Roy Morgan’s Hotel Customer Profiles. These profiles provide a broad understanding of the target audience, in terms of demographics, attitudes, activities and media usage in Australia.

Click here to purchase from an extensive range of Travel and Tourism Reports and detailed Profiles of Travel Booking Methods and Travel Website Visitors.


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