Today a study by a large online booking company released its results. 1,018 Americans were to identify the features and amenities they prioritize when booking a hotel, as well as the guest behaviors they find most aggravating.
The study was commissioned by Expedia and executed by GfK, an independent global market research company. The study found that Americans who have stayed in a hotel at least once in the past two years disagree about the protocol of tipping hotel employees, but wholeheartedly agree on the importance of complimentary Wi-Fi. It revealed the behaviors that most infuriate guests and the amenities that most please them.
Parents: Please Pay Attention
For the second straight year, “inattentive parents” top the list of people whose behavior aggravates their fellow guests, cited by 72 percent of Americans, narrowly edging “hallway hellraisers” on the list of inappropriate behaviors. The ten least popular fellow hotel guests in the Expedia Hotel Etiquette Study are:
1. Inattentive Parents 72 percent
2. Hallway Hellraisers 69 percent
3. In-Room Revelers 59 percent
4. Complainers 53 percent
5. Bickerers 35 percent
6. The Loudly Amorous 29 percent
7. Poolside Partiers 28 percent
8. Hot Tub Canoodlers 22 percent
9. Business Bar Boozers 17 percent
10. Elevator Chatterbox 9 percent
The study revealed that 18 percent of study respondents have asked to switch hotel rooms because of “noisy neighbors.” John Morrey, vice president and general manager of Expedia.com, noted that thoughtful behavior is paramount in an environment like a hotel. “The hotel experience is one that many people love. Fresh towels, a comfortable made bed, room service at the ready, it can be a deeply enjoyable experience. But it’s vital to remember that you’re not staying there by yourself, you are surrounded by hundreds of people who have paid to share that space. Conscientiousness makes all the difference.”
To Tip or Not to Tip
Americans are divided on whether to tip housekeeping – or whether to tip at all. Thirty percent claim that don’t tip anyone during a hotel stay. Among those who tip, the most-tipped hotel employee is the housekeeper (46 percent), followed by the room service attendant (40 percent). Thirty percent tip the valet and only 20 percent tip the porter. Ten percent tip the concierge.
Americans were also asked about temptations to misbehave during a hotel stay. In response, 24 percent admit to “hoarding” toiletries to take home with them. Eleven percent have let multiple people sleep in their room without notifying the hotel, and 10 percent have taken items from their hotel room without permission.
As it relates to more illicit activity, Americans are largely well-behaved. Only 4 percent have smoked in a non-smoking room. Three percent have “deliberately eavesdropped on a neighboring room.” Two percent have attended a hotel party that left the room in disarray, and the same percent of Americans admit to having been locked out of their hotel room wearing just a bathrobe.
Thirty-one percent of respondents claim to have booked a hotel room for the express purpose of being intimate with someone.
Wi-Fi > Location
When asked about the factors that are “very important” in choosing a hotel, price remains the top consideration, selected by 73 percent of respondents. Complimentary Wi-Fi ranks second (63 percent), followed by “location” (61 percent), “reviews” (43 percent) and “parking options” (38 percent).
The ability to earn hotel rewards points and the hotel brand itself were deemed very important by only 20 percent and 18 percent of hotel visitors, respectively.
Wi-Fi was also selected as the top hotel amenity, deemed very/somewhat important by 88 percent of respondents. A full 97 percent of respondents believe Wi-Fi should be provided by the hotel at no charge. An in-room fridge (81 percent), complimentary toiletries (80 percent) and a pool (59 percent) round out the top four preferred amenities.