Consumer Reports rates hotel chains for customer satisfaction

The July 2007 issue of Consumer Reports includes customer satisfaction ratings for 48 major hotel chains.

The survey, based on Consumer Reports National Research Center’s 2006 Annual Questionnaire, included ratings from almost 35,000 subscribers who spent more than 139,000 nights at 48 hotel chains. Among the survey findings:

• The fanciest hotels doled out fewer freebies. Sixty percent of high-end hotels charged for Internet connection, compared to 10 percent of budget hotels.
• Most budget hotels aren’t a bargain; the least expensive generally scored the lowest. Their guests were more likely to report getting a poor night’s sleep because of noise or a bad bed.
• More than 70 percent of readers who haggled scored a rate reduction or a room upgrade, especially if they negotiated face-to-face. While the safer choice would be to call ahead, survey respondents who arrived without reservations actually paid less than those who booked in advance.
• Although readers were generally satisfied with their hotel stays, at least 33 percent encountered at least one problem. Some chains drew far more complaints than others. Fifty-five percent of readers that stayed at Howard Johnson had one or more problems, compared to 16 percent at Homewood Suites.
• Among the five top complaints and the chief culprits overall: (In Alphabetical Order):
  • Unattractive Decor: Days Inn, Econo Lodge, Howard Johnson, Ramada, Travelodge
  • Poor Room Lighting: Clarion, Days Inn, Econo Lodge, Howard Johnson, Travelodge
  • Excessive Phone Charges: Hilton, Omni, Hyatt, Ritz-Carlton, Westin
  • Heating or A/C issues: Clarion, Days Inn, Howard Johnson, Red Roof Inn
  • Uncomfortable Bed: Days Inn, Econo Lodge, Howard Johnson, Ramada, Travelodge

The Best Hotels

Consumer Reports rated hotels based on five categories: Fanciest, Luxury, Upscale, Moderate, and Budget, as well as the typical nightly rate readers paid. Per category, the highest-rated choices are:

• Fanciest: Price between $130 and $350. Simply the best according to readers, the opulent Ritz-Carlton, which earned top marks for value, service, upkeep, and low reported problems.
• Luxury: Price between $89 and $218. Scores were consistently good with slight differences separating the best from the pack. Among the best: Renaissance, Embassy Suites, Westin, Marriott, Omni, and Hyatt. Upkeep and service scored generally high for this group.
• Upscale: Price between $70 and $235. CR readers found this group to provide the best bang for the buck. Homewood Suites and SpringHill Suites were among the best. Residence Inn by Marriott, an all-suite chain also scored well. Walt Disney Resorts in Orlando and in California offered stellar service.
• Moderate: Price between $58 and $100. Drury Inn/Suites, Hampton Inn and Wingate Inn were top choices in this category. The Drury Inn and Wingate Inn showed much better than average scores for value.
• Budget: Priced between $40 and $85. Microtel was the star of the budget bunch, scoring as well or better than more well-appointed chains. It typically builds new hotels rather than converting older properties from other brands.

Consumer Reports’ best hotels report including complete ratings for all 48 hotel chains and more advice for finding a great rate can be found in the July issue, available on newsstands June 5, 2007 or by visiting http://www.ConsumerReports.org.