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European hotels win positive feedback from 63% of customers, says latest research

24 June 2016 by
European hotels win positive feedback from 63% of customers, says latest research

Positive customer feedback on Europe's hotels continues to rise with nearly two thirds of all customer feedback positive in 2015, according to a joint report by Revinate and Colliers International.

The report found that the higher the star classification of the hotel, the more positive the review is likely to be with the number of positive reviews on five star hotels at 80% compared to 70% on four star properties.

The research, from guest experience experts Revinate and global property advisors Colliers International, is based on the analysis of 4.7 million reviews on more than 4,600 hotels across Europe.

The report revealed that the UK, Germany, France and Spain also received the most reviews, making up 71% of all reviews.

Hotels in Greece received the most positive reviews with over 70% of their reviews of a positive nature.

France received the least amount of positive reviews, at 55% with Spain outperforming the European market, receiving 68% of positive reviews.

A city-by-city evaluation shows that Paris outperformed its national average with 61% of positive reviews.

However only four cities showed an improvement in the share of positive reviews they received in the last three years, the research showed. These were Amsterdam, Brussels, Edinburgh and Moscow with all other cities showing a decrease.

The report also found that while many cities performed well on their five star hotel reviews, with a score above 80% on average, four star hotels' scores fluctuated significantly.

Dirk Bakker, Head of EMEA Hotels Colliers International said: "In today's internet-led world the hotel industry has been forced more than ever to take guest feedback seriously.

"Customers can express what they like or dislike about a hotel experience, and these customer reviews have become a major deciding factor for people when booking their next hotel stay."

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