In a survey of 400 consumers conducted by the Mystery Dining Company (TMDC), more than a third of respondents said they were more disappointed by budget hotels’ restaurants, bars, cafes and room service.
Steven Pike, director of TMDC said it was the breakfast offer at budget hotels that left customers feeling dissatisfied.
“In the feedback that we’ve received from mystery guests there is a very clear indication that breakfast plays a very important role in the customers own experience and it must deliver both value for money and a certain level of quality in order to ensure the majority of guests leave satisfied,” he said.
The main bulk of complaints were over the quality of orange juice, tea and coffee, while questions were also raised over the freshness of bread, croissants and other bakery products.
“Some of this may have to do with customer expectations; because although they know that they are staying in budget accommodation, when it comes to breakfast there is an expectation that the quality and value should reflect that of a B&B or a mid-level hotel.”
Poor site consistency
The bugbear was closely followed by a lack of consistency when it comes to cleanliness and customer service within individual chains.
“Value for money, convenience and consistency is key for guests in this sector so while food and drink is a secondary revenue stream for hotels, it shouldn’t be overlooked as it contributes to the overall customer experience as well an operation’s profitability,” added Pike.
“Asking guests whether the menu is well put together and whether food quality meets expectations is a good starting point to assessing where improvements can be made.”
Noise generated by other guests was also a major concern for budget hotel guests.