Tag: Tom Walsh

Briefing: Guest satisfaction – Meeting expectations

Posted on by Guy Lean

A new study from J.D. Power has found that the overall hotel guest satisfaction score in the US has risen to a record high of 804 out of 1000 in 2015.

It is a different story in the UK. A survey by Hotel Info looked at guest satisfaction scores in Europe. The UK only scored 7.39 out of 10, which put them second from bottom in the list and far behind the top ranked Slovakia, which had an impressive score of 8.22.

So what makes the difference in these scores, and how important is guest satisfaction anyway? Our experts discuss how to ensure guests have what they want:

J.D. Power’s 2015 North America Hotel Guest Satisfaction Index Study is in its 19th year and this is the first time the overall score has passed the 800 point, having risen 20 points from 2014. The factors covered in the score are; the reservation, check-in/check-out, guest room, food and beverage, hotel services, hotel facilities, and cost and fees.

The study suggests that there are two very important elements in achieving good scores. One is that staff anticipate needs and offer friendly service. The second is that the overall operation meets the guest’s expectations of that hotel. The expectation element will vary depending on the branding of the hotel, whether it is a luxury or a budget hotel, and the cost. Guests expect to get what they pay for, and seek out good value.

The survey put The Ritz-Carlton top of the luxury segment, and put Microtel Inn & Suites by Wyndham top of the Economy Segment in the US.

Hotel Info’s survey of six million guest evaluations compared guest satisfaction in cities in the UK.  Sheffield had the highest score in the UK at 8.03 whereas the UK’s biggest market and capital city, London, lagged behind with a score of 7.12.

If you’ve been sent to this page and you’re not yet on the circulation list to receive these regular briefings and you would like to sign up, you can do so here. It’s free.

Video clips produced by yBC for the Hospitality Channel, including interview from industry conferences such as the IHIF conference as well as specific Hospitality Channel shoots.

Briefing: Cost and convenience drive serviced apartment bookings

Posted on by Guy Lean

The latest Global Serviced Apartments Industry Report found that overall the price is the primary factor behind the decision to book a serviced apartment or a hotel.

There are variations in offerings across the serviced apartment/ extended stay/ aparthotel sector, but the main drivers for staying in these properties are clear. The report states that the ability to cook their own meals or entertain (71.6%), privacy (66.6%), and the apartment environment (58.3%) are influencing travellers to use serviced apartments.

In this briefing industry experts discuss serviced apartments and their customers:

GSAIR was put together by The Apartment Service, which states that serviced apartments are cheaper by about 15% – 30% than equivalent standard hotel rooms. This price difference makes it the winning option for many travellers. The report also states that 81.48% of travellers who have stayed in a serviced apartment prefer them to hotels.

According to the association of serviced apartment providers there is on average 30% more space in a serviced apartment, although guests forfeit the restaurants and extra communal areas in a hotel. The space allows people to have visitors and the kitchen facilities allow people to cook their own food, which can both save money and make the apartment feel more homely. This is especially appealing to people who need an extended stay and also to families with children who need the room and the convenience of a more home-like space and the ability to dictate the menu and meal times themselves.

Apartments are also popular with business travellers and are often used by companies in travel policies as a cost efficient option for employees’ business travel. According to Business Travel Insights 2015 nearly 75 percent of travel policies include serviced apartments as an approved option. One in every eight of corporate travel buyers surveyed for the Business Travel Show’s annual survey booked more serviced apartment accommodation in 2014 than 2013.

If you’ve been sent to this page and you’re not yet on the circulation list to receive these regular briefings and you would like to sign up, you can do so here. It’s free.

Video clips produced by yBC for the Hospitality Channel, including interview from industry conferences such as the IHIF conference as well as specific Hospitality Channel shoots.

Briefing: Hotels invest in innovative design

Posted on by Guy Lean

Last month IHG announced plans to open a new Hotel Indigo in The Sustainable City (TSC), a new large scale community development in Dubai. The city is intended to have the highest sustainability standards and the new Hotel Indigo will match this with a building designed to recycle all waste water and use 100% solar power. Also in May an innovative hotel design Snoozebox won the Good Design Award Trophy in the Architectural Design category at the Good Design awards in Sydney.

In this briefing four experts discuss the value of innovative design:

Great design ideas are helping hotel companies modernise, differentiate, increase sustainability, and tap into new markets.

Snoozebox is a self-contained portable hotel which can be set up at events and festivals as an alternative to camping. Each room has an ensuite wet room bed a TV and wi-fi. Each pod room is 7.5 square metres. Snoozebox is providing accommodation at many of the festivals around the UK this year including Glastonbury.
IHG’s Hotel Indigo brand has been around since 2004, it is focused on design with each hotel intended to reflect the area it is in and look like a boutique hotel despite being part of a brand.

CitizenM is another brand hinged on design. Its hotels incorporate bright colours, modern style furniture, ‘luxurious living room style lobbies’ and a 24hour canteen and bar to appeal to modern travellers and distinguish itself from more traditional hotel design.

The Good Design Awards is an annual international event which covers design in all industries. The European hospitality industry also has its own European Hotel Design Awards. Last year the wellness hotel the Lanserhof Tegernsee, Marienstein, Germany won the European Hotel Design of the Year Award at EHDA, and The Edible Hotel by Dexter Moren Associates won Tomorrow’s Hotel for a design with an open plan lobby, an edible wall, and an aquarium.

If you’ve been sent to this page and you’re not yet on the circulation list to receive these regular briefings and you would like to sign up, you can do so here. It’s free.

Video clips produced by yBC for the Hospitality Channel, including interview from industry conferences such as the IHIF conference as well as specific Hospitality Channel shoots.

Briefing: Serviced apartment sector is mature and growing

Posted on by Guy Lean

A new report from Travel Intelligence Network (TIN) shows that there has been a 14% growth in the serviced apartment supply chain globally since last year. The report, commissioned by The Apartment Service, found that there are almost 750,000 serviced apartments worldwide. It shows that serviced apartments are increasingly used by businesses for project work. And, like the rest of the hospitality industry, this sector has not gone unaffected by changes in distribution with 75% of operators receiving bookings from OTAs.

As serviced apartments gain prominence in the hospitality industry, four experts discuss the unique benefits and challenges of business and investment in the sector:

According to The Apartment Service: ‘The report highlights that the serviced apartment industry has reached a level of maturity that is showing future growth of supply.’ Deals are being done across the industry. At the end of 2014 there were approximately 1.700 units in the development pipeline in London according to the UK Serviced Apartment Report – Q4 2014 by Savills. There is also strong industry growth in Scotland with RevPAA up 16.2% year on year.

A recent merger between SACO and Oaktree Capital Management, announced on the 2nd March 2015, has resulted in the formation of a £60m hospitality company. The combined company has an inventory of 1645 apartments and is launching a new brand – Beyonder ApartHotels, which will focus on millennial travellers and will open its first ApartHotel in December 2015.

Frasers Hospitality announced the development of a new property in Hamburg recently (20th March 2015) which is the 50th city the company has entered.

Dublin based serviced apartment company StayCity has 1000 apartments across Europe and is due to open properties in Birmingham, Lyon and London in 2015.

And an industry leader BridgeStreet Global Hospitality, which rebranded last year, is going strong with 50,000 apartments in 60 countries and a collection of awards.

If you’ve been sent to this page and you’re not yet on the circulation list to receive these regular briefings and you would like to sign up, you can do see here. It’s free.

Video clips produced by yBC for the Hospitality Channel, including interview from industry conferences such as the IHIF conference as well as specific Hospitality Channel shoots.

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