Travelers Fed Up with Hotels

Hotels across the United States face service issues and supply shortages as travel demand increases. The problems range from lack of amenities and shabby rooms to difficulty reaching the front desk and delayed service. Hotel rates have increased by 9.3% year-to-date through May in the top 25 U.S. markets. Despite increased prices, customer satisfaction scores have improved due to lowered expectations during the pandemic. However, as prices rise and expectations increase, the gap between customer expectations and actual experiences is causing frustration. Hotels grapple with staff shortages, supply chain challenges, and rising costs. As a result, they are reducing services and operating with fewer employees.