2009 European Hotel Guest Satisfaction Index Study

Overall Guest Satisfaction: This score is based on how guests rate their satisfaction with their experience at the hotel. Close Reservation: This score is based on how guests rate the phone or online reservation process, including getting through to a representative, courtesy/knowledge of staff, ease of booking, availability of booking options/packages, navigation/appearance/design of the Web site, and usefulness of the information on the Web site. Close Check-In/Check-Out: This score is based on how guests rate the check-in/check-out process, including speed of check in/out, billing and staff knowledge/courtesy. Close Guest Room: This score is based on how guests rate the guest room, including in-room/business amenities, room/bed comfort and quality of bathroom. Close