Market Metrix Announces Annual 2009 Hospitality Index Results

With occupancy and revPAR falling in 2009, customer satisfaction held its own during a tumultuous year (+0.4 to 82.8). Satisfaction with airlines increased slightly (+1.0 to 78.7) but declined among rental cars companies (–0.9 to 78.4). Oberoi Hotels and Resorts, Virgin Atlantic, and Enterprise Rent–A–Car ranked number one in hotel, airline, and rental car industry customer satisfaction, respectively in 2009.

With revenues plummeting in 2009, hotel companies focused on making their loyalty programs more attractive — and it worked. The percentage of rooms filled by loyalty program members increased 5 percent in 2009