Hotel classifications vs. customer expectations
Written by: Michael Nowlis on 13 January, 2005
Tags: classifications, customer-experience, Dubai, Europe, france, hotels
Spain’s Cantabria University conducted a study to determine whether that country’s hotel classification system was an accurate indicator of the quality of actual hotel experiences. The results showed that customers staying in luxury establishments had proportionally higher expectations than average. Since the criteria for awarding stars is based primarily on tangible elements, this sometimes leads [...]
