Hotel guests´ preferences regarding in-room amenities - a way for hoteliers to improve customer satisfaction

Abstract

This project serves as an applicable guide for hoteliers to improve customer satisfaction. It combines literature research and a survey to gather valuable data on guests’ current expectations according to their star category preferences. The work concludes that guests’ expectations regarding in-room amenities and toiletries rise as star category increases. Moreover, room decoration and sustainability play an important role in customer satisfaction, regardless of star ratings. In-room amenities are an important part of a hotel and can have a tremendous impact on how the hotel is perceived, therefore hoteliers should implement the musing guest-centric approaches to maximize potential benefits.