Ursidae: The Undergraduate Research Journal at the University of Northern Colorado

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James Gould

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The purpose of this research was to evaluate hotel satisfaction among tourists attending their most memorable travel experience. A sample of 103 participants in the US completed an online questionnaire evaluating their most memorable travel event in which they stayed in a hotel using the pre-existing hotel satisfaction attributes of hotel value, room, service, cleanliness, and location to determine their overall hotel satisfaction. Additional amenities including Wi-Fi, pool, continental breakfast, and exercise area were also included in the questionnaire to evaluate participant hotel satisfaction. It was found that the most important attribute contributing to hotel satisfaction and in the hotel selection process was Wi-Fi followed by cleanliness, location, room satisfaction, and service. These findings could be of use to hotel owners everywhere interested in raising their guest’s satisfaction. Understanding what guests value most allows hotels to shift their focus onto improving those attributes of higher value first to significantly change their reviews.

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