The quality of dining and bar offerings in UK hotels are the most complained about issues in the sector, according to new research.
Questioning 200 UK hotel managers, the new survey from EY found that 19% of GMs found food and drink to be the biggest issue for guests, with 62% of respondents confirming that they had made changes to food and beverage offerings in the last two years.
Of those, 77% had experienced revenue or margin growth as a result.
17% of those surveyed said that the quality of room amenities was complained about the most within their establishment, followed by the quality of room service and housekeeping (14%).
Christian Mole, EY’s UK head of hospitality and leisure comments: “Changing consumer trends have increased the appetite for better quality, variety and choice in food and drink over the last few years with guests often expecting more quinoa than cucumber sandwiches and slates rather than plates.
“It’s clear from the survey that customer satisfaction is the key to profitability and growth but there is still a long way to go.”
The survey also looked at the impact of online reviews and how this affects bookings.
90% of respondents surveyed said they actively monitor online reviews. Only 10% monitored on a weekly or monthly basis.