Guest Service Report: Expectations & Experience

With entire guest experiences being defined in micro-moments, Zingle commissioned a research study to more than 1,100 consumers to help hoteliers understand how guest expectations and effective service recovery impact the guest experience and drive business.

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Effective Service Recovery Promises Benefits for Hoteliers

Key Highlights from the report:

  • Only 25% of guests say they’ll report any issue that impacts their guest experience.
  • Nearly 1-in-3 respondents of those who say they don't report issues don't because there is “not an easy or quick way to do so.”
  • 51% of respondents say online reviews “greatly” impact their decision to give a hotel their business.
  • More than 1-in-3 guests are willing to pay up to $50 more for hotels that provide better service than nearby competitors.
  • 42% of respondents say they would return to a hotel if it were able to turn a poor experience into a positive one by solving a problem immediately.