The latest edition of the Duetto Pulse Report shows impressive trading numbers, but with a caveat that guest satisfaction scores are falling.
SAN FRANSISCO – The latest edition of the Duetto Pulse Report, which compares data from May 2022 with April 2022, and cross-references this with previous years’ performance, shows European lodging is back. The month of May is the first where Europe's industry trading reached a pre-pandemic level. Month-over-month booking pace also increased by triple digits in each of the next two stay months (June and July) and averaged a global region-leading 121% for the entire second half of 2022.
Booking levels continue to show impressive growth month on month. May figures were up 106% on STLY, June OTB jumped 136%, and July was up 101%. There is growth in EMEA throughout the rest of the year.
Consumer research and shopping of hospitality brand.com websites also showed no signs of slowing down with elevated interest for stay dates over the summer months of June, July, and August. The turndown ratio of regrets and denials averaged 26% in May, with a strong brand.com web conversion rate of 5%.
However, guest satisfaction scores are dropping. They are currently down by -3% compared to 2019.
“One of the hotel industry’s shifting landscapes pertains to the diverging trajectory of guest satisfaction and RevPAR recovery trends. Lodging demand and pricing are moving in a positive direction, while guest review scores are sequentially declining due to numerous operating headwinds,” said Lloyd Biddle, Director of Product Marketing, Duetto.
“Commercial teams should be proactive in thinking about what kind of long-term ramifications this challenge will have on the guest experience and the ability to drive growth. After all, the amount a guest pays influences their level of satisfaction. Commercial strategy can only come to life if we put the guest in the center and aggregate all the data points across the journey.”
Vicky is the co-founder of TravelDailyNews Media Network where she is the Editor-in Chief. She is also responsible for the daily operation and the financial policy. She holds a Bachelor's degree in Tourism Business Administration from the Technical University of Athens and a Master in Business Administration (MBA) from the University of Wales.
She has many years of both academic and industrial experience within the travel industry. She has written/edited numerous articles in various tourism magazines.
