Market Metrix Q3 2011 Hospitality Index: Guest Satisfaction With Hotels Remains Steady, Peninsula Hotels Tops

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in: Loyalty Industry

Market Metrix Announces Third Quarter 2011 Hospitality Index Results

Guest satisfaction with hotels remained steady in the third quarter of 2011 (-0.05 to 84.5). Peninsula Hotels posted the top customer satisfaction score among hotel brands. The largest gains occurred among casinos (+0.2 to 83.5) while Luxury hotels posted the biggest decline (-0.2 to 89.2) compared to the previous quarter. Guests are becoming more price sensitive, perhaps in response to recent rate increases and the weak economy. Price sensitivity is measured by tracking guests' willingness to pay more before switching brands.

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