Mystery shopping study shows premium hotel customer satisfaction level in Romania

Over 90% of the clients of four- and five-star hotels in Romania are generally satisfied with the rooms and services, shows a “mystery shopping” study carried out in April-May 2018 in 42 such hotel units in Romania by market research company 4Service Group Romania, quoted by News.ro. In 94% of the cases, the respondents had a good impression about the hotel rooms, namely cleanliness, functionalities and ambiance. The mystery shoppers were also satisfied with the information received from hotel personnel in 91% of the cases. Close to 80% of the respondents were also satisfied with the meals, namely dinner and breakfast. The satisfaction level related to check out procedures was 81%. However, the study also revealed that in only 28% of the cases the clients received help with carrying their luggage and in just 22% of the cases the clients were walked to their rooms or to the elevators. Romanian seaside hotels keep restaurants closed due to labor shortage Number of tourists in Romanian hotels, up by 5.4% in the first five months Romania’s best hotels revealed at World Travel Awards 2018 editor@romania-insider.com