Hotel renovations and their impact on guest satisfaction
by Barry A.N. Bloom
International Journal of the Built Environment and Asset Management (IJBEAM), Vol. 1, No. 4, 2015

Abstract: This study identifies a negatively correlated relationship between the time elapsed since a hotel's last guest-room renovations and overall guest satisfaction, using a secondary data set of 46 hotels operated under various sub-brands of a major hotel brand. The study also identifies a relationship among guest satisfaction scores and common measures of revenue and profitability. In the ongoing discussions between hotel operators and hotel owners regarding capital expenditures, the impact on guest satisfaction should be an important consideration as this study indicates that there is an implicit positive relationship between a recently renovated hotel and higher guest satisfaction scores and profit.

Online publication date: Tue, 01-Mar-2016

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