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Journal of Hospitality & Tourism Research, Vol. 27, No. 3, 328-341 (2003)
DOI: 10.1177/1096348003252361

Relationships between Hotel Room Pricing, Occupancy, and Guest Satisfaction: A Longitudinal Case of a Midscale Hotel in the United States

Anna S. Mattila, Ph.D.

The Pennsylvania State University asm6{at}psu.edu

John W. O'Neill, Ph.D.

The Pennsylvania State University jwo3{at}psu.edu

This case study examined the relationship among hotel room prices, occupancy percentage, and guest satisfaction using 3 years of data from 3,875 actual guest satisfaction surveys at an upper-midscale hotel. The study concludes that price was a significant predictor of overall guest satisfaction and three key guest-satisfaction components: guest room cleanliness, maintenance, and attentiveness of staff (with negative, curvilinear relationships in all cases). Conversely, occupancy percentage failed to be a significant predictor of guest satisfaction.

Key Words: guest satisfaction • average daily rate • occupancy • curvilinear regression analysis


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