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Wi-Fi fees drag hotel satisfaction down

08/01/2012| 9:45:01 AM| 中文

The 2012 North America Hotel Guest Satisfaction Index Study ticks off a laundry list of items that are dragging the industry to its lowest satisfaction level since 2006. One item in particular -- Internet costs and fees -- is pressing some guests' buttons.

(CNN) -- Hotel guests across the continent are not happy. At least that's the conclusion from a survey released Wednesday by J.D. Power and Associates.

Right down the line, the 2012 North America Hotel Guest Satisfaction Index Study ticks off a laundry list of items that are dragging the industry to its lowest satisfaction level since 2006: check-in/check-out, food and beverage, hotel services and facilities.

One item in particular -- Internet costs and fees -- is pressing some guests' buttons, churning up "resentment, frustration and anger," says Stuart Greif, a J.D. Power vice president. "At the luxury level, where they're paying for a lot more, there's a feeling you should be giving more freebies, like Internet Wi-Fi, which many lower priced hotels offer for free."

Read full story at: http://edition.cnn.com/2012/07/25/travel/hotel-satisfaction-survey-internet/index.html

TAGS: Wi-Fi | customer service
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