North America Hotel Ratings

2009 North America Hotel Guest Satisfaction Index Study

Overall Satisfaction: This score is based on how guests rate their overall satisfaction with 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 of reservation staff, ease of booking, availability of booking options/packages, knowledge of staff and usefulness of 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 checking in/out, billing and staff knowledge and courtesy. Close Guest Room: This score is based on how guests rate the bathroom amenities, bed comfort and room smell. Close