Guest satisfaction rates in Japan were down 30 points for mid-scale hotels and 19 points for economy hotels in 2023 compared to the previous survey in November 2022, according to J.D. Power Japan.
Price hikes particularly resulted in lower satisfactions, as the satisfaction rates in price were down 36 points for mid-scale hotels and 27 points for economy hotels. The average prices were up 2,200 JPY for mid-scale hotels and 1,400 JPY for economy hotels, which were record-high since the survey started.
The reduction in the satisfaction rates also resulted from worse quality of services maybe because of a rapid increase in guests.
Meanwhile, the guest satisfaction rates rose by 10 points or higher in all segments compared to 2019. One of the reasons is higher evaluation of ‘food and drink.’ More than half of respondents valued up-scale hotels and mid-scale hotels offering farm-to -table or seasonal breakfasts. The rate was 100 points higher in such hotels than in hotels without such menus.
The ratios of guests who have breakfast as an option were 67% in up-scale hotels, 53% in mid-scale hotels and 63% in economy hotels, all of which were 5 points or higher than 2019.
Top 3 hotels in guest satisfaction are as follows:
2 Keio Plaza Hotel
3 Hotel Nikko
1 OMO by Hoshino Resorts
2 Richmond Hotel
3 Vessel Inn/Vessel Hotel/Vessel Hotel Campana
1 Super Hotel
2 VIA INN Hotel
3 APA Hotel