Israeli vacationers' satisfaction with the prominent hotel chains was rated 8.1, with a slight decline in satisfaction with parameters such as service, professionalism, and food served in the hotels, according to the index compiled by Marketest Consulting and Research for the customer experience in the hotel sector. The data was gathered in a December 2015 survey of the customer experience among 600 respondents on vacation during the past year at one of the hotels of Dan Hotels Corp. Ltd. (TASE: DANH), Fattal Hotel Management Ltd., Isrotel Ltd. (TASE: ISRO), and Crown Plaza/Holiday Inn hotel chains.
The survey divided the sector into two categories: luxury hotels and hotels in Eilat, and assigned a separate weighted rating accordingly. The Crown Plaza chain was included only in the Eilat hotels category.
In comparison with the results of the surveys conducted in 2013 and 2014, the current survey found that general satisfaction among Israeli vacationers at hotels in Israel had declined slightly: from 8.2 in 2013 to 8.1 in 2014. This year, an examination of the general mark given to the chains by the respondents hows that vacationers at Crown Plaza/Holiday Inn were the least satisfied with an overall rating of 7.6, compared with 8 in previous years.
Dan Hotels vacationers were also less satisfied than last year giving the chain an 8.2 overall rating, compared with 8.4 in previous years. The Fattal chain won a 7.9 rating this year, the same as in 2014 and down from 8.1 in 2013. Isrotel customers were the only ones to improve their rating this year: 8.5, compared with 8.2 in 2014.
In considering the 14 indices rated by the respondents in the survey, it turns out that Isrotel was top rated on most of the indices, including satisfaction with the room, professionalism of the staff, and service (ratings of 8.7-8.5), likeliness that they will recommend the chain to friends (8.4), and willingness to continue vacationing in the chain's hotels (8.2).
Dan Hotels were rated first in the advance expectations from the service (8.7), satisfaction with the food (8.4), and general satisfaction with the entertainment and leisure activity (7.4) - a parameter that usually draws a low rating in all hotels. The Crown Plaza chain was rated last in most parameters.
In considering the respondents' answers in a division between luxury hotels - a category that included the Dan Hotel, Fattal, and Isrotel chains - Isrotel was the leader. Isrotel, which operates the Cramim, Beresheet, and Carmel Forest hotels, had a rating of 9, compared with 8.6 for Dan Hotels, which operates the King David, Dan Eilat, Dan Acadia, and other hotels. Fattal, which operates the Herod's Hotel at 22 Rothschild Blvd. in Tel Aviv and the Herod's Boutique Eilat Hotel, had a general rating of 8.3.
Isrotel was also the leader among hotels in Eilat with an 8.4 general rating.
Published by Globes [online], Israel business news - www.globes-online.com - on January 12, 2016
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