The wellness hotels overrate themselves

The wellness hotels evaluated their quality higher than their guests – the research Karakasné Morvay Klára adjunct of the Budapest Business School (BGF) states.

The questionnaire survey was prepared with the participation of 815 hotel guests of nearly 50 Hungarian spa hotels guests, involving 23 hotel industry professionals – the BGF announced.

Among the five service quality characteristics – the material environment, service-mindedness, reliability, security and empathy – the guests evaluated only the first one higher than the hotels themselves. (MTI)