J.D. POWER, a market-research company, has released the 2016 results of its annual hotel satisfaction survey for the United States, Canada and Mexico. At first blush, it seems a ringing endorsement of the hotel industry. Contentment among customers is at an all-time high, and has risen for four years in a row. But the report also contains some bad news. It is going to become increasingly difficult to impress guests with perks they have come to take for granted. The firm expects satisfaction levels to start tumbling in the coming years.

Patrons were once lured by amenities like free wireless internet and breakfast. Now, as Rick Garlick of J.D. Power told the travel website Skift, “they are no longer new and interesting.” Instead, he goes on, “Guests are asking, ‘what have you done for me lately?’”

The biggest problem for the...Continue reading