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  New York City Hotels Earn Favorable Guest Reviews
December 11, 2011

When it comes to being happy with their hotel stays, almost three-quarters of New York City visitors indicate they are. That is the finding of a new survey compiled by NewYorkHotels.org, which specifically looked at NYC travelers’ evaluations of their accommodations over the past 12 months.

When such hotel reviews were tabulated, only 13% of NYC hotels earned an overall negative rating from their guests. What’s more, satisfaction with New York City accommodations came in at 73%. The remaining reviewers gave their hotels a neutral evaluation.

Hotel class was one of the factors that significantly influenced the overall assessment, with 20% of NYC guests at 2 star hotels giving their accommodations a thumbs-down versus only 4% of those staying at 5 stars hotels. As for the mid-class accommodations, 3 star hotels performed only slightly worse than 4 star hotels (11% versus 8% dissatisfaction rate).

Outside Manhattan, NYC hotels fared worse, receiving lower satisfaction rates than those inside Manhattan (65% versus 78%). When 3 star hotels in and out of the city were pitted against each other, however, those outside Manhattan performed measurably worse (76% versus 70% receiving positive evaluations).

That discrepancy grew even wider with budget hotels, with only 57% of non-Manhattan hotels scoring a favorable assessment, a sharp contrast to Manhattan’s 74%. When the focus shifted to inside Manhattan, the Downtown area outperformed Midtown and Uptown but by only a marginal amount.

The following tables illustrate the percentage of NYC hotel evaluations that were positive (+), negative (–) and neutral (0) for the various hotel classes over the past 12 months.

New York City:
Number of stars: + 0 -
1/1.5 23% 26% 51%
2 63% 17% 20%
2.5 71% 14% 15%
3 74% 16% 10%
3.5 79% 11% 10%
4 80% 12% 8%
4.5 89% 8% 3%
5 90% 6% 4%
All Hotels 73% 14% 13%

Manhattan only:
Number of stars: + 0 -
1/1.5 18% 39% 43%
2 74% 13% 13%
2.5 76% 14% 10%
3 76% 15% 9%
3.5 84% 8% 8%
4 80% 12% 8%
4.5 89% 8% 3%
5 90% 6% 4%
All Hotels 78% 13% 9%

Outside Manhattan:
Number of stars: + 0 -
1/1.5 27% 16% 57%
2 57% 19% 24%
2.5 65% 14% 21%
3 70% 17% 13%
3.5 67% 17% 16%
4 78% 12% 10%
All Hotels 65% 16% 19%

About the Methodology:

The survey is based on the evaluations travelers awarded their hotel stays on Expedia.com. Eacg’s evaluation is determined by these criteria: Hotel service, Hotel condition, Room cleanliness, Room comfort, Location and Neighborhood. For each evaluation, an "average guest rating" from 1 to 5 was calculated by Expedia. This weighted average was the basis for the NewYorkHotels.org survey, with 1 and 2 = a negative evaluation, 3 = a neutral evaluation and 4 or 5 = a positive evaluation.
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