What guests say in the hotel questionnaires

2019 data

A year of completed questionnaires, a year of opinions, a year of data.

At Qualitando we gathered the statistics related to the answers that hotel guests left in 2019 in the completed questionnaires about their hotel satisfaction and we are very pleased to share them in this article.

Which are the most mentioned words that guests mentioned in the hotel questionnaires?

  • Service and Staff
    According to the gathered data, in 2019 hotel guests mentioned the words “service” and “staff” more than  400 thousand times.
    They obviously happen to recur in both the positive and negative sense, but when they are positively mentioned they are often combined with very appreciative compliments. In short, when your hotel has a winning and smiling staff, it shows! But most of all, when the guests like and are pleasantly impressed by the staff of your hotel, they enjoy to let ou know writing a  review or leaving a comment about. And this cannot but be really very positive to improve your reputation in hotel and online.
  • Breakfast
    We know it quite well, don’t we? In lots, many hotels the beginning of a lovely, brand new day starts from their breakfast. Delicious tastes, attention to detail, exquisite dishes. Have you ever considered that breakfast time could be the one making the difference becoming a huge strength for your hotel? That strength that pushes your guests to recommend your property to their friends or to their followers on social platforms such as Facebook and Instagram. Even the statistics speak for themselves, the word breakfast is definitely the most present with 320.000 mentions in the section suggestions. What does this mean? That, when guests fill in a satisfaction questionnaire, they like to express their appreciation of their breakfast they enjoyed. And, in turn, when writing a review, surely they would recommend others to stay at your hotel right for the type of breakfast you offer! Among the data collected them, we discovered that an abundant buffet – one of those that make you crave just to look at it because it is overflowing with dishes and proposals – is highly appreciated.As a matter of fact, guests suggest to hotel managers to focus on the varieties that the quality, already perceived as good. The conclusione? Long live to creativity and to abundance in the kitchen!
  • Wifi
    A wi-fi connection allowing your guests to surf the internet quickly and easily is another aspect to take in good consideration. When we travel – most precisely when we arrive in a hotel – as guests we give almost for granted to take advantage of the strong Wi-Fi coverage to have a look at the social platforms, watching a video on YouTube, checking work emails, and, well, doing comfortably everything we would daily find at home. What surprised us by analysing the data of the questionnaires in hotel, however, is having noted that, just in 2019, the word wi-fi is mentioned in over 410 thousand written comments with critics and usually a negative meaning. 79% of these negative comments from the guests appear under the question “Do you have anything negative to report to the management?”.  Ensuring a comfortable, very fast loading Wi-Fi system means to be sure of offering a service much appreciated by your guests. Is your wi-fi connection available for the guests in all areas of your hotel, even in the shared ones, such as the restaurant/dining hall and in the lounge? Does it allow to watch, without lagging, movies or tv series on streaming platforms such as Netflix and Amazon Prime? If your answer is “Of couse, yes”, then you don’t have anything to fear.

Which, among the offered services receives the highest score in Wellness Hotel Questionnaires?

We examined 310 hotels out of 800 and noticed that the SPA section in the hotels where it is present, received an 84% satisfaction among the guests. In this section too, the highest scores are attributed to the facilities where the staff is kind, smiling and professional. In short, even with an aesthetically wonderful wellness program, what guests immediately notice is the way how they are welcomed.

It’s interesting to note how the foreign guests who stayed in facilities with a wellness centre gave for granted that this is a service included in their stay. But, actually, the access to the pool, the water trails, the sauna and the Turkish bath in most of the Italian hotels are accessory services that can be purchased on site only by buying certain packages or certain room types.

Another particularly curious fact is that guests who visited a SPA were not completely satisfied with the environments they later found inside. In fact, the satisfaction questionnaires for hotels by Qualitando revealed an overall satisfaction of 73%. Quite a low percentage. This shows that a SPA represents a significant cost for the  hotelier who, once initially invested for building their wellness centre, afterwards they don’t invest enough capital in maintenance, restyling e renewing.

Which are the first 5 regions in Italy where the hospitality is most appreciated?

It needs mentioning: this response would deserve an equitable distribution of the guests among the above-mentioned regions, but – in absolute terms – this is not the case.
That said, let’s get to the numbers! Qualitando questionnaires show that Trentino Alto Adige ranks first.

92% of the customers who stayed in a hotel in this region giving their votes to their experience that they would recommend to others.
Immediately after Trentino comes Tuscany. Here, 91% of the guests gives the top of their votes to the hospitality sense at the hotels they visited.

Immediately after Trentino comes Tuscany. Here, 91% of the guests gives the top of their votes to the hospitality sense at the hotels they visited.

Following, Calabria and Lombardy with l’86%.

The top 3 regions where catering is the most appreciated

We analysed the data and Emilia Romagna scores the first place.
Here 91% of the guests have prized  to the top Emilia Romagna’s dishes traditional flavours they enjoyed for their meals, and positively comment about breakfast time.

Trentino Alto Adige ranks immediately after, in second place. According to the results observed, here the “restaurant” section conquered the 86% of the guests, and the 82% also congratulate for breakfast.

In third place of the ranking we find, with equal merit, some region of Southern Italy, such as Calabria, Apulia, Sicily, Marche and Abruzzo. 79% of the guests in the hotels of these regions is happy of the culinary offer, and  77% of them also appreciate breakfast. Focusing on what hotel guests wrote on their satisfaction questionnaires, it is interesting finding out the many compliments for the abundance of the menu, and – at the same time – that ‘abundance’ is associated to dishes very rich in fat and not very summery. In the suggestions section we encountered a very frequent comment: that of expanding the daily offer of the locally caught fish.

Which are the topmost successful regions in Italy for their rooms? 

The collected data in monitoring the guests experience leave no doubts. As a matter of fact, on the podium for the most appreciated rooms by guests we find: Lombardy and Alto Adige!

In managing the guest satisfaction and to organize the services – passing through all the aspects that guests appreciate the most – from breakfast to wi-fi, having certain data for hotel managers is fundamental and very important.

Qualitando can give you a big hand in doing this.

If you too, would like to monitor the experience of your guests and  detect opinions automatically, contact us for a demo.

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