Hotel guests less happy with stays, study finds | latimes.com

Guests are getting less happy with their hotel stays, judging from a new survey. A major culprit: As hotels cut costs, their service and facilities have slipped. Results of the 2011 North America Hotel Guest Satisfaction Index Study, released Wednesday by J.D. Power and Associates, found that overall satisfaction with hotels over the last year has slid to 764 from 771, based on a 1,000-point scale.