ITB 2024 Special Reporting
Hotel Guests List Their Rants, Raves for the Year.
By Melanie Nayer ~ Weekly Exclusive - Views On The Latest Trends
Thursday, 8th November 2012
Exclusive Feature: Not every hotel can be perfect, not even yours; internet is sometimes spotty, food is sometimes cold, the block party you booked got a little too rowdy for some guests.

In the hotel industry, anything can happen, and when it does, guests always seem to take notice.

This year was no exception.

A TrustYou study1 of more than 1 million hotel guest's comments showcases the top hotel raves, and the dreaded rants, that made their stay memorable in 2012.

Here's a breakdown of the report:

Top rants by hotel guests in 2012
(followed by the number of mentions)

1. Unprofessional/incompetent service (11785)

2. Small room (8669)

3. Expensive/overpriced (8390)

4. Tasteless, bad breakfast (8243)

5. Bad food (5956)

6. Dirty room (5439)

7. Unfriendly service (5123)

8. Bad bathroom (4600)

9. Bad service (4266)

10. Loud, noisy room (4123)

Top raves by hotel guests in 2012
(followed by the number of mentions)

1. Friendly, professional, efficient service (103440)

2. Great, well-situated location (98668)

3. Good room (40191)

4. Great food (42868)

5. Great breakfast (41356)

6. Clean room/hotel (27513)

7. Large room (23867)

8. Good, affordable price (23292)

9. Good bed (11369)

10. Nice view (9147)

Good news/bad news:

There are some key standouts in the comments. The good news is that customers are quick to pay a compliment. The number of positive comments outweighs the numbers of negative. TrustYou said about 81 percent of the reviews they analyzed were positive.

The bad news: the complaints really haven't changed over the years. The top complaints - service, food, dirty rooms, room size and pricing, continue to rank as the most annoying aspects of hotel stays.

The takeaway: 2013 should be the Year of Stellar Service for hotels. The biggest rant of these comments was focused on service, sending a clear signal to hotels -- improve your customer service and win back repeat guests.

1 - www.trustyou.com

This is strictly an exclusive feature, reprints of this article in any shape or form without prior written approval from 4Hoteliers.com is not permitted.

Melanie Nayer is a hotel reviewer and expert on luxury travel around the world. She has covered all aspects of hotels including corporate restructures, re-branding initiatives, historical aspects and the best of the best in luxury hotels around the world.

Melanie writes a weekly exclusive column for 4Hoteliers.com
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