U.S. Hotel Reviews Show Traveler Satisfaction with Hotels on the East & West Coasts Very Similar

U.S. hotels in East and West rate well for friendly service and poorly for price & internet

November 26, 2013 — Dallas, TX — The Northeast has an unfair reputation for stiff and impersonal service, according to the latest survey of online travel reviews by TrustYou. When reviewed side by side, the East Coast (92.93) rates right alongside the West Coast for hotel service friendliness (93.21) with both regions receiving “excellent” marks. And New York rates highest in the country for friendly hotel service (94.74), with San Francisco a close second (94.12).

TrustYou compared overall guest satisfaction with four major markets on each U.S. coast including New York, Boston, Washington DC, and Philadelphia in the East and San Francisco, Los Angeles, Portland, and Seattle in the West. Both coasts are performing similarly across all the categories reviewed. Overall guest satisfaction (TrustScore), as well as Service and Hotel Cleanliness are “Very Good” for both the East and the West, with the coasts differing only about one point. Conversely, both coasts have “poor” scores for price, hotel internet, and entertainment.

East West
Overall TrustScore 86.71 85.41
Service 85.42 85.84
Service Friendliness 92.93 93.21
Hotel Cleanliness 86.02 87.42
Price 66.70 65.85
Entertainment 62.91 64.77
Internet 65.21 64.55

“We expected a bigger difference in performance between the coasts simply because the West Coast is often perceived as more laid back than the East, but they are neck and neck for everything, succeeding and needing improvement in all the same areas,” says Alan Young, TrustYou’s Senior Vice President of Marketing & Strategic Partnerships.

TrustYou compiles online travel reviews, using overall scores from all global review sites to produce TrustScores. Additionally, a proprietary algorithm developed with the help of linguists reviews comments for positive, negative, and neutral sentiments and produces scores for performance in areas from hotel service to location.

For more information about TrustScores or for media requesting custom report details, please contact marketing director Margaret Ady at margaret.ady@trustyou.net.

* TrustScores are based on guest sentiments in online reviews over the past two years with more recent sentiments given more weight: 87-100 is “excellent,” 79-86 is “very good,” 75-79 is “good,” 67-75 is “mediocre,” and 0-67 is “poor.”


About TrustYou

Since 2008, TrustYou has set the standard for reputation management with solutions for hospitality-industry businesses to analyze online reviews, tweets and posts across the social web, to gather trusted reviews directly from its customers, and to use the authentic conversations to successfully market online reputations.

TrustYou’s monitoring dashboards capture sentiment and opinions from millions of comments in one easy-to-view place from sources like TripAdvisor, Facebook, Google+, Twitter, Yelp and more across 23 different languages. In addition, TrustYou provides free online customer satisfaction surveys and marketing tools for all hotels.  TrustYou’s international team hails from 23 countries and speaks more than 20 different languages. The company already has more than 12,000 customers in 60 countries and monitors over 400,000 hotels, provide an extensive base for competitive analysis.  TrustYou’s clients include individual hotels, independent boutique chains, destinations and major global brands such as Accor, Marriott, Starwood, Hard Rock Cafes and Best Western Hotels. The company’s partnerships span an impressive variety of organizations; from tech companies like Google, Trust and Micros, to destination-specific alignment with Germany and Switzerland to improve the countries’ official star-rating systems for hotels. TrustYou’s headquarters are in Dallas, USA and Munich, Germany, with further representatives in the U.K., the Netherlands, France, Central Europe, Asia and Australia. To learn more about TrustYou visit trustyou.wpengine.com.

Laura Badiu

Laura is a passionate bookworm and a gifted writer. Since joining TrustYou’s marketing team, she has embraced topics in the travel and hospitality sector with enthusiasm. Using her degree in Journalism, Laura creatively weaves words into insightful stories with a focus on reputation management.

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