Perceptions of Chinese hotels.(International Focus)

Although China's one- and two-star hotels are fulfilling guest expectations in the core functions of comfortable beds and clean rooms, a survey of 941 Chinese travelers found that guests otherwise give low marks to those properties, as compared to upscale hotels. In a study, local travelers who had stayed in a Chinese hotel within six months prior to the survey rated the importance of fifty-one attributes of the hotels, together with their evaluation of hotels' performance on those attributes. The resulting importance-evaluation matrices show a situation where the five-star and deluxe properties achieve high evaluations, but those evaluations decline directly with the star ratings. The question is how to ensure that guests are satisfied with the modest accommodations of one- and two-star hotels, without upgrading them to higher star ratings.

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