Hospitality Property School

While the relaxing of restrictions in some regions of the world has been a good thing for cash-strapped property owners, an alarming and unprecedented drop in guest satisfaction has emerged. What caused this guest satisfaction crunch? I’ll tell you.Why has guest satisfaction dropped?Even though demand levels have returned to near pre-pandemic levels, the travel purpose, trip locations and segment mix are different. Given this, there are seven possible reasons why satisfaction has declined:Hospitality property type Travellers are selecting different properties that might have lower satisfaction scores in general, so the hospitality property type drove the satisfaction decline.Traveller typeThe travellers themselves have changed or the trip purpose has changed to one that tends to have lower satisfaction in general, so the traveller type drove the satisfaction decline.While there was a spike in family travel during the return to travel period, the satisfaction declines held across family travel, couples travel