NEWS
UK hotels rated ‘highest in Europe’ for good customer service
POSTED 15 Oct 2015 . BY Jak Phillips
UK hotels offer the best customer service in Europe, according to new research examining which aspects of a hotel are most likely to influence a guest’s impressions.

The findings from the Independent Hotel Show, in partnership with Travelzoo, are the result of a survey of more than 1,000 adults. UK hotels were rated number one for service, with hotels in Spain and Italy ranked second and third. Hotels in France fared worst, and were rated lowest for customer service.

Nine out of ten respondents said that good service could rectify their impression of a "bad hotel" and is the top reason why two-thirds of customers would rebook. Good hotel service also has huge positive word-of-mouth potential, with 40 per cent of respondents saying it would make them recommend a hotel to friends and family, second only to the cleanliness of a hotel.

Despite coming out on top, the UK’s hospitality establishments were shown to induce wildly different perceptions among consumers. British service is viewed as "formal and polite" by 35 per cent of respondents, while 18 per cent described the hospitality as "warm and generous".

Respondents' biggest bugbears regarding hotel service were flagged as "surly or condescending staff" (38 per cent), "not following up on requests" (21 per cent) and "struggling to get staff's attention" (15 per cent).

Meanwhile, boutique and luxury hotels were identified as the preferred hotel of choice for 42 per cent of respondents, followed by chain hotels (29 per cent) and budget hotels (10 per cent).

"Nothing can be more important at the luxury / boutique end of the market than service,” said Peter Hancock, chief executive of Pride of Britain Hotels.

“Our guests already have pleasant homes and access to good food and wines, so the one thing we can offer that justifies our prices is great hospitality delivered by friendly, courteous professionals."
 


CONTACT US

Leisure Media, Portmill House, Portmill Lane,
Hitchin, Hertfordshire SG5 1DJ Tel: +44 (0)1462 431385

©Cybertrek 2020

ABOUT LEISURE MEDIA
LEISURE MEDIA MAGAZINES
LEISURE MEDIA HANDBOOKS
LEISURE MEDIA WEBSITES
LEISURE MEDIA PRODUCT SEARCH
PRINT SUBSCRIPTIONS
FREE DIGITAL SUBSCRIPTIONS
 
Leisure Management - UK hotels rated ‘highest in Europe’ for good customer service...
26 Oct 2020 Leisure Management: daily news and jobs
 
 
HOME
JOBS
NEWS
FEATURES
PRODUCTS
FREE DIGITAL SUBSCRIPTION
PRINT SUBSCRIPTION
ADVERTISE
CONTACT US
Sign up for FREE ezine
Latest news

15 Oct 2015

UK hotels rated ‘highest in Europe’ for good customer service
BY Jak Phillips

British service was described as 'formal and polite' by 35 per cent of respondents

British service was described as 'formal and polite' by 35 per cent of respondents

UK hotels offer the best customer service in Europe, according to new research examining which aspects of a hotel are most likely to influence a guest’s impressions.

The findings from the Independent Hotel Show, in partnership with Travelzoo, are the result of a survey of more than 1,000 adults. UK hotels were rated number one for service, with hotels in Spain and Italy ranked second and third. Hotels in France fared worst, and were rated lowest for customer service.

Nine out of ten respondents said that good service could rectify their impression of a "bad hotel" and is the top reason why two-thirds of customers would rebook. Good hotel service also has huge positive word-of-mouth potential, with 40 per cent of respondents saying it would make them recommend a hotel to friends and family, second only to the cleanliness of a hotel.

Despite coming out on top, the UK’s hospitality establishments were shown to induce wildly different perceptions among consumers. British service is viewed as "formal and polite" by 35 per cent of respondents, while 18 per cent described the hospitality as "warm and generous".

Respondents' biggest bugbears regarding hotel service were flagged as "surly or condescending staff" (38 per cent), "not following up on requests" (21 per cent) and "struggling to get staff's attention" (15 per cent).

Meanwhile, boutique and luxury hotels were identified as the preferred hotel of choice for 42 per cent of respondents, followed by chain hotels (29 per cent) and budget hotels (10 per cent).

"Nothing can be more important at the luxury / boutique end of the market than service,” said Peter Hancock, chief executive of Pride of Britain Hotels.

“Our guests already have pleasant homes and access to good food and wines, so the one thing we can offer that justifies our prices is great hospitality delivered by friendly, courteous professionals."



Connect with
Leisure Management
Magazine:
View issue contents
Sign up:
Instant Alerts/zines

Print edition
 

News headlines
Cash boost for Northern Ireland in landmark VAT case
Cash boost for Northern Ireland in landmark VAT case   23 Oct 2020

Mid Ulster District Council (MUDC) in Northern Ireland has won a landmark VAT case, which could see councils in the country receive a multi-million .... more>>
UK-based creative companies launch 'Vigilante Group' to shake up experience sector
UK-based creative companies launch 'Vigilante Group' to shake up experience sector   23 Oct 2020

Six UK-based creative companies have teamed up to launch the Vigilante Group, described as a "rebellious team of creative companies" looking to .... more>>
Noella Gabriel promoted to Elemis’ global president in leadership shake up
Noella Gabriel promoted to Elemis’ global president in leadership shake up   23 Oct 2020

Elemis has appointed its co-founder and president of Elemis USA, Noella Gabriel, to global president, effective immediately. The decision is part .... more>>
Nobu continues global expansion and announces plans for debut African property in Marrakech
Nobu continues global expansion and announces plans for debut African property in Marrakech   23 Oct 2020

Global lifestyle brand Nobu Hospitality, founded by Robert De Niro, Nobu Matsuhisa and Meir Teper, is continuing its global expansion with a new .... more>>
UK leisure centres can bid for £100m of government support
UK leisure centres can bid for £100m of government support   22 Oct 2020

The government has pledged to invest £100m in supporting public leisure centres this winter, as part of a £1bn additional support package for local .... more>>
COVID-19 is helping hoteliers recognise the value of spa revenue, says Emlyn Brown
COVID-19 is helping hoteliers recognise the value of spa revenue, says Emlyn Brown   22 Oct 2020

Accor’s global VP of wellbeing, Emlyn Brown, believes COVID-19 has provided a platform for hotel spas in city locations to leverage the local market .... more>>
Company profile


Safe Space Lockers



View full profile>>

Catalogue gallery


Featured Supplier

Red Light Rising teams up with ITRM Clinic to supply red light therapy for injured athletes

Red Light Rising teams up with ITRM Clinic to supply red light therapy for injured athletes

Red light therapy equipment supplier, Red Light Rising, has partnered with Aidan Robinson of ITRM Clinic in the UK More>>




in this issue

• Gyms on the high street – it's a go!
• JD Gyms buys Xercise4Less out of administration
• Family operator, GetSetGo! reveals launch plans



Latest jobs

Jobs Search



Lifeguards
Salary: Competitive salary
Location: Bracknell, UK
Company: Everyone Active
Visitor services officer
Salary: £20,752pa
Location: Wendover, Aylesbury, UK
Company: Forestry England
Visitor services assistant
Salary: £18,235pa FTE
Location: Wendover, Aylesbury, UK
Company: Forestry England
Diary dates
Powered by leisurediary.com




25-26 Oct 2020

Beauty Forum

Palais des Congrès, Paris‎, France



Leisure Management magazine 2018 issue 1
Leisure Management
2018 issue 1

View issue contents
View on turning pages
Download PDF
  Interview: Katy Bowman
In her latest book, the biomechanist and author explains why we need to widen our spectrum of movement and connect with our inner hunter-gatherer More>>
  Profile: Stephen Hulme
We look back on the career of Everyone Active CEO Stephen Hulme More>>


Leisure Management magazine 2016 issue 1

Leisure Management
2016 issue 1

View issue contents
View turning pages
Download PDF
  Sports: Play to the crowd
When public sector budgets are tight, crowdfunding is an attractive option More>>
  Thermal Spa: Taking the waters
Magali Robathan met the key people behind the Gainsborough Bath Spa More>>


Published by The Leisure Media Company Ltd Portmill House, Portmill Lane, Hitchin, Herts SG5 1DJ. Tel: +44 (0)1462 431385 | Contact us | About us | © Cybertrek Ltd