Guest satisfaction continues to deteriorate as hoteliers fall further behind expectations, according to new research by J.D. Power and Associates. 

The study (now in its 16th year) measures overall satisfaction in reservations, check-in/check-out, guest rooms, food and beverage, hotel services and facilities and costs and fees. Satisfaction has declined to 757 on a 1,000-point scale, down only 7 index points from 2011. Here are some of the key findings.

Hotel Staff

• 56 percent of hotel guests have a high opinion of staff, 34 percent have an average opinion and 10 percent have a low opinion of staff
• Satisfaction is significantly higher among guests with a high opinion of hotel staff (average of 841 index points), compared with those with an average (673) or low (570) opinion
• Advocacy and loyalty rates are also much higher among guests with a high opinion of the hotel staff 
• These guests are also more likely to use various hotel services, such as eating at a hotel restaurant

Internet Services 

• 55 percent of hotel guests use the Internet during their hotel stays (an increase from 20 percent in 2006) and 87 percent use Wi-Fi to connect
• Among those that use the Internet, only 11 percent are charged an additional fee to connect
• Those that are charged a fee have an average costs and fees satisfaction score of 688, 76 index points lower than those that are not charged
•  Complimentary Internet access is more likely included at mid-scale limited service, mid-scale full service, upscale and economy/budget hotels
• Hotels that charge extra for Internet access are perceived as taking advantage of guests
• While consumers use social media to complain about how slow Internet connections are at hotels, it is not uncommon for guests to praise brands that are known for fast, reliable Internet service
• While complaints about Internet fees charged by hotels are common, rolling Internet charges into a generic "resort fee" heightens resentment among guests
• Loyalty club members expect free Internet as a perk

The Winners

The following hotel brands rank highest in guest satisfaction within their respective segments

• Luxury: The Ritz-Carlton (third consecutive year)
• Upper Upscale: Omni Hotels & Resorts
• Upscale: Hilton Garden Inn and SpringHill Suites 
• Mid-Scale Full Service: Holiday Inn (second consecutive year)
• Mid-Scale Limited Service: Drury Hotels (for a seventh consecutive year)
• Economy/Budget: Jameson Inn
• Extended Stay: Homewood Suites (third consecutive year)