75% of Russians positively assess the experience of staying in hotels, apartments and other accommodation facilities on their last trip, the survey of the platform showed Bronevik.com (included in MTS Travel). 14% of the respondents were generally satisfied with the prices and service, and only 2% were dissatisfied.
During the survey, respondents were asked to rate tourist accommodation according to several criteria. The politeness of the staff causes the least complaints among Russians – 86% gave a positive assessment on this point. Respondents expressed the most dissatisfaction with the prices of additional services in hotels – 21% rated them satisfactorily, 3% poorly and very poorly, although there are still more positive ratings (54%).
At the same time, during the survey, the majority of respondents reported that the most important criterion for them is the ratio of price and quality. Among the more rare answers are: the location of the facility and its transport accessibility, the availability of infrastructure for children and entertainment programs, stable mobile communications, clean air and the atmosphere in the hotel as a whole.
According to the study, 82% of respondents are ready to return to the facility where they stayed during their last trip, or recommend it to their friends. The most loyal guests were people over the age of 55 – they gave this answer in 95% of cases. Tourists from St. Petersburg also demonstrated a high level of satisfaction – 86% of them are ready to stay at the hotel again from their last trip or recommend it to others.
87% of respondents said that their stay in hotels, apartments and other facilities on their last trip went without problems. Travelers who did encounter trouble most often complained of breakdowns in their room or hotel (40%), long or untimely check-in (33%) and inoperable resolution of issues by staff (29%). 4% said that they had encountered theft of things from the room. Among the more rare complaints are poor–quality cleaning, dirty bed linen, smoky rooms and poor sound insulation.
To solve the problems that arose, most often the guests contacted the reception (55%), 34% asked for support from the service or travel agency through which they booked accommodation. 19% of the victims solved the problem radically – they moved to another place. And 13% of those who faced inconveniences did nothing and left everything as it is. Of those who did not give up, 85% said that they were able to solve the problems that arose in the end.
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