Experience the suite life
Even the most travel weary road warrior can still get a frisson of excitement from a spectacular hotel experience. Of course there is a flip side too and hotels need to rigorously manage the experience from start to finish.

An overall 72% of all respondents agree that a bad hotel experience can ruin an entire trip, led by France (83%), Japan and Hong Kong (both 79%), the US (76%) and the UAE (75%). And 85% agree they will tell others about such a bad experience, led by France (97%), Canada (96%), Hong Kong (94%) and the US (93%).

But in better news for hoteliers, 90% say they will tell others about a good experience, sharing the 'inside scoop' with their friends and family. There was almost universal agreement with this from France (97%), Canada (96%), Brazil (96%) and the US (95%).

Thierry Pailleux, Synovate's Managing Director for France notes that the French are outspoken about their experiences, good or bad.

"During a trip, a hotel is the place where people expect to have a rest in the best possible conditions. Of course if they can't do it properly, it can ruin their whole trip. The French are not known for suffering in silence, but luckily they are also happy to talk about good times."

And what about new experiences?

Overall, we have 58% of hotel-goers open to a new experience for each trip. Frances Li explains: "That's both a loyalty challenge, plus a huge opportunity for all hotels.

"This is probably more true for leisure travel than business travel. Hence, it is even more important to build loyalty with business travellers. As for the leisure travellers, you want them to have very good experience so that they may use other properties from the same group."

Hong Kongers led this response at 70%, followed by adventurous Japanese and UAE travellers at 64% and 63% respectively. The lowest agrees came from the US at 40% and Canada at 50%.

About the Survey
Numbers of people surveyed

BR 1000

CA 1000

FR 600

HK 500

ID 600

JP 1000

MY 600

NL 900

UAE 600

US 800