Service Shines, Internet Lackluster

With the volume of online reviews at an all time high, hoteliers must be acutely aware of what is being said about their destination. TrustYou analyzed a random sample of 6.1 million global hotel reviews to understand travelers’ opinions so far in 2014. The findings show that most destinations are having trouble firing on all cylinders.

Service Shines Throughout Asia Pacific

In Asia Pacific (APAC), service was the star. Service scores improved from last year throughout all regions and most major markets. Malé (Maldives) posted the largest year-over-year percentage gains in service scores (+4.7%). Markets with high service scores tend to also have high TrustScores, suggesting that service has a major impact on how travelers rate their overall experience at a hotel.

Traveler Expectations vs. Hotel Offerings for Room and Food & Beverage May Need Better Alignment

TrustYou’s database shows that the hotel room is one of the most mentioned aspects of the hotel stay within the APAC region, and it appeared to be a source of confusion among travelers visiting APAC hotels. 60% of destinations improved Room Scores from a year ago, while the other 40% declined. Percentage changes from a year ago ranged from +19% to -11%.

Similar trends exist in the category of food; half of major markets improved, and half declined. Percentage changes from a year ago held a smaller range than that of room scores, ranging from +5.5% to -3.0% in major APAC markets.

Travelers Gripe About Global Internet Connectivity

Travelers are not satisfied with Internet offerings. Internet as a sentiment category is overall the lowest rated, and scores in this category declined further in first quarter 2014. Major markets throughout APAC averaged 5.4% lower scores than a year ago. Internet service to travelers is something that destinations need to address as the global and constant connectivity of travelers grows.

The full reports are available for free download here.