Hotel Services And Room Amenities In The Economy,Mid-Price And Luxury Market Segments: What Do Frequent Travelers Expect?

Abstract

This study examines the expectations and use patterns relative to hotel services and room amenities of 1,853 frequent travelers who stay predominantly in one of the three major hotel segments: economy, mid-price, luxury. Results from the mail survey show distinct contrasts among the three groups. Economy travelers have extremely low expectations and relatively high use patterns. Mid-price travelers have moderate levels of both expectations and use. Luxury travelers have very high expectations and much lower use patterns. Findings also suggest that the economy segment tends to have many small bundles of expectations, whereas luxury travelers have few, but large bundles of expectations.