Hotel stays: A high price to pay for little customer service or a fair deal?

Friday 16, April 2010


Hotel stays: A high price to pay for little customer service or a fair deal?, the free online hotel reservation service with over 210,000 hotels worldwide, has investigated just how satisfied the customers who have used it to book rooms have been with the service provided by the hotel.



On the basis of over one million hotel ratings, specifically analysed the value-for-money assessments submitted for 3 and 4 star hotels in order to calculate the guest satisfaction. Warini Munshi, Managing Director of Ltd explains, "In contrast to a ranking based purely on price, which a range of portals already offer, we have concentrated on analysing the qualitative aspects of the hotels. After all, hotel guests do not use price alone to rate establishments - they want a high level of quality too."


Here are the results of the analysis:

  • International: Lisbon in top position, followed by Tokyo. European cities dominate the rankings.
  • United Kingdom: Scottish hotels can compete on value for money, Belfast also appears in the ranking. Global Top 20: (major cities)


Value for money rating
1. Lisbon 7,62
2. Tokyo 7,60
3. Prague 7,51
4. Warsaw 7,42
5. Athens 7,37
6. Berlin 7,36
7. Madrid 7,18
8. Vienna 7,13
9. Ottawa 7,04
10. Dublin 6,77
11. Helsinki 6,53
12. Paris 6,18
13. Brussels 6,13
14. London 6,08
15. Washington 6,06
16. Rio de Janeiro 6,06
17. Berne 6,05
18. Stockholm 6,01
19. Amsterdam 5,79
20. New York 5,77


Lisbon, Portugal, is in top place in the world rankings, thanks to its overall assessment, and is followed by Tokyo (Japan) and Prague (Czech Republic). Hotels in these cities obviously provide particularly good value for money. Washington, New York and Ottawa represent North America in the ranking, with Rio de Janeiro also representing South America. Overall, however, European cities dominate the Top 20. 15 Cities in the UK


Value for money rating
1. Bournemouth 7.46
2. Glasgow 7.25
3. Liverpool 7.23
4. Belfast 7.12
5. Cardiff 6.84
6. Edinburgh 6.81
7. Birmingham 6.76
8. Nottingham 6.71
9. Bristol 6.50
10. Manchester 6.47
11. Aberdeen 6,95
12. Southampton 6.32
13. Coventry 6.11
14. London 6.08
15. Oxford 5.65


In the UK, customers were particularly happy with the value for money offered by hotels in Bournemouth, which retained its top spot. However, hotels from other parts of the UK also provide good service at fair prices, not just those in England, as can be seen by the good ratings awarded by hotel guests to Glasgow (Scotland) and Belfast (Northern Ireland). The favourite tourist centre, London, only managed 14th position in the rankings. Hotel guests assessed the value for money offered by establishments in Oxford even more critically. With a rating of 5.65, the city was ranked far below the average UK rating of 6.64.


Guests are invited to assess the hotel that they have booked through on a scale of 0 to 10 after they have checked out. Criteria such as room quality and staff friendliness can be judged in addition to the perceived value for money.




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