What Do Hotel Guests Really Want? Anticipated Versus Actual Use of Amenities

Chekitan S. Dev | September 25, 2018

by Chekitan S. Dev, Rebecca W. Hamilton, Roland T. Rust, and Matthew V. Valenti Abstract: Hotels provide a lengthy menu of amenities based on the (largely accurate) perception that guests want those amenities and claim they will use them. While many guests do exactly that, a substantial percentage will "overpredict" which amenities they will use. This study of fifty hotel-wide and in-room amenities details both the overpredictions and, in some cases, underpredictions of amenity use by 724 guests in thirty-three hotels operated by six hotel brands—one upscale, two upper upscale, and three luxury—belonging to one hotel company...