While everyone knows that there's no such thing as a "free
lunch," travelers do like to look for a free breakfast and
will often select a hotel that offers one.
That's just one finding from a recent survey-conducted by Harris
Interactive and commissioned by Best Western International. The
survey findings offer some insight into what travelers of all ages
look for when booking a hotel and what customer service means to
them.
Here are some key highlights:
• The top three considerations travelers indicated when choosing
a hotel were price (78 percent), convenient location (64 percent)
and free breakfast (49 percent).
Interestingly, travelers 55+ are more likely to choose a hotel
based on convenience of location (70 percent) than younger travelers
between the ages of 18 and 34 (56 percent), who don't feel location
is as important when booking a hotel.
• On the other hand, younger travelers between the ages of 18 and
44 tend to book hotels that offer fitness centers and pools (45
percent).
• Travelers of all ages agree that room service or a restaurant
on-site is important when choosing a hotel (18-34: 31 percent and
55+: 31 percent).
Regarding customer service provided by hotels, U.S. adults who
stay in hotels say that free parking (75 percent), the concept of
feeling "at home" when they're a guest (67 percent) and
having a strong knowledge about the local area-and thus being able
to share valuable tips and highlights (63 percent)-score highest
when it comes to excelling at "customer care."
• Other top responses include offering free essential toiletries
(beyond shampoo and soap) when they're forgotten (63 percent), providing
a free airport shuttle (54 percent), providing a free local newspaper
or USA Today (51 percent), offering free products in the room (such
as coffee, mouthwash or lotion) (35 percent) and providing a free
bottle of water in the room at check-in (35 percent).
"For more than 60 years, Best Western has provided travelers
with convenient locations and a range of amenities including breakfast
and free high-speed Internet," said Best Western's Ric Leutwyler.
"Guests who see the Best Western sign know that they can expect
the same high level of customer care, comfort, service and value
anywhere they go around the world."
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