Title: Hotel renovations and their impact on guest satisfaction

Authors: Barry A.N. Bloom

Addresses: Xenia Hotels & Resorts, Inc., P.O. Box 2951, Orlando, FL 32802, USA

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.

Keywords: hotel room renovations; hotel ownership; customer satisfaction; profitability; hotel renovation; guest satisfaction; hotels; revenue; capital expenditure.

DOI: 10.1504/IJBEAM.2015.075058

International Journal of the Built Environment and Asset Management, 2015 Vol.1 No.4, pp.339 - 349

Received: 01 Dec 2015
Accepted: 31 Dec 2015
Published online: 01 Mar 2016 *

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