Friendliness, not frills

The total scores were calculated from the scores given for staff friendliness, room cleanliness, bed comfort, the price, sound insulation, swimming pool facilities, breakfast as included in the price, distance and location, Wi-Fi access and the facilities for preparing hot drinks in the rooms. According to the results, cleanliness and comfort were 35 times more important than the quality of the breakfast, swimming facilities or having a coffee machine in the room. The survey shows that the basic characteristics of a hotel are the most important factors in guest satisfaction, whereas additional luxuries are only the cherry on the cake. For instance, free Wi-Fi is not as important as the friendliness of the staff.

“While we all dream of luxurious hotels and sun-soaked beaches, in fact the things we value most when selecting a hotel tell us something far more fundamental about the human condition, The analysis of over 148 mln review comments from Hotels.com customers highlight that the main factors that guests really care about relate to their unconscious, basic human needs. From a psychological stand-point, risks and discomfort out-weigh comparative positive benefits five-to-one, so it's no wonder travellers pay more attention to the fundamentals such as comfort and cleanliness over lavish pools and fine-dining,” comments consumer psychologist Simon Moore, who led the Hotels.com study. “Cleanliness and comfort fulfil our need for relaxation, safety and security. A good location fulfils our need to feel connected to others and that we have somewhere we can escape to in times of such need. The fact that staff friendliness plays such an important role in guest satisfaction shows that, as intrinsically social creatures, we love to be greeted with a smile and a chat. It makes us feel welcome and part of the group,” he adds.

A total of 2,500 of the hotels surveyed have been awarded the ‘Loved by Guests’ distinction by Hotels.com. The hotels were rated as highly exceptional and had a minimum average score of 4.7. Another 1,000 hotels were ranked in ten categories. A mathematical pattern was created based on the 500 most common key words from more than 5 mln guests’ comments. Hotels.com L.P, which runs the Hotels.com website, is an online hotel reservation service provider for international chains, all-inclusive resorts and local boarding houses, and also provides information for those looking for accommodation.