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Hotel Satisfaction Nearing Plateau as Perks Become Expected

J.D. Power's annual study measuring hotel guest satisfaction was released this week. The takeaway: while overall satisfaction increased, it appears to be reaching a plateau as certain perks become de rigueur. Offerings like free WiFi and breakfast, which used to be seen as special by hotel guests, are now taken as the norm—and that's one reason, analysts say, why the satisfaction uptick was much smaller than in recent years. Other findings: satisfaction is higher among guests who stay in luxury hotels, join rewards programs, and use online or mobile check-in. The four most important amenities according to guests are free WiFi, breakfast, parking, and premium bedding. In that order.